Refund policy

Return & Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

This 30-day policy is a voluntary return policy offered by ROCOXIA. For customers in the European Union, your statutory 14-day right of withdrawal still applies and is explained below.

Return Eligibility

To be eligible for a return under our 30-day return policy, your item must be in the same condition that you received it: unused, unassembled, complete, and in its original packaging. You’ll also need the receipt or proof of purchase.

For DIY kits, please make sure all parts, accessories, manuals, packaging materials, and included components are returned together. Items that have been assembled, glued, painted, modified, damaged after delivery, or returned with missing parts may not be eligible for a full refund.

How to Start a Return

To start a return, please contact us at:

Email: info@rocoxia.com

Please include your order number, the item you would like to return, and the reason for your return. If the item is damaged, defective, or incorrect, please also include clear photos or videos so that we can evaluate the issue quickly.

Please note that returns will need to be sent to the following address only after your return request has been approved:

CHANG SHA RUO KE XI KE JI YOU XIAN GONG SI
Room 601-130, Phase III, Mantingfang Garden,
No. 238, Liujia Chong North Road, Tianxin District,
Changsha, Hunan, China
410000

Phone: +86 18165777907

If your return is accepted, we’ll send you return instructions and let you know how and where to send your package. Where applicable, we may provide a return shipping label. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@rocoxia.com.

Return Shipping Costs

If the return is due to a damaged, defective, or incorrect item, we will help resolve the issue and cover the reasonable return or replacement shipping cost where required.

If the return is for a change of mind, accidental order, or other personal reason, the customer is responsible for the return shipping cost, unless otherwise required by applicable law. If we provide a prepaid return label for this type of return, the return shipping cost may be deducted from your refund.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, missing parts, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Depending on the situation, we may offer replacement parts, a replacement item, a refund, or another appropriate solution.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned under our voluntary 30-day return policy, including:

  • Custom or personalized products

  • Gift cards

  • Items marked as final sale, unless required by law

  • Items that have been assembled, glued, painted, modified, or damaged after delivery

  • Items returned with missing parts, accessories, manuals, or original packaging

This does not limit any statutory rights you may have, including rights for damaged, defective, or incorrectly supplied goods, or your EU right of withdrawal where applicable.

Exchanges

The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, you can make a separate purchase for the new item.

For damaged, defective, missing, or incorrect items, please contact us first at info@rocoxia.com so we can help with the most suitable solution.

European Union 14-Day Right of Withdrawal

Notwithstanding the above, if the merchandise is being shipped to the European Union, you have the right to withdraw from your order within 14 days without giving any reason.

The withdrawal period is 14 days from the day on which you, or a third party appointed by you who is not the carrier, receives the goods. If your order is delivered in multiple shipments, the withdrawal period begins when you, or a third party appointed by you who is not the carrier, receives the last item.

To exercise your right of withdrawal, you must inform us of your decision to withdraw by a clear statement, such as an email sent to:

Email: info@rocoxia.com

You may use the model withdrawal form below, but it is not required.

To meet the withdrawal deadline, it is sufficient for you to send your withdrawal request before the 14-day withdrawal period has expired.

Returning Goods After EU Withdrawal

If you withdraw from your order, you must send the goods back to us without undue delay and no later than 14 days from the day on which you informed us of your withdrawal.

Return address:

CHANG SHA RUO KE XI KE JI YOU XIAN GONG SI
Room 601-130, Phase III, Mantingfang Garden,
No. 238, Liujia Chong North Road, Tianxin District,
Changsha, Hunan, China
410000

Phone: +86 18165777907

For EU withdrawal returns, you are responsible for the direct cost of returning the goods, unless the item is damaged, defective, incorrect, or we have agreed to cover the return cost.

You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved.

If approved, you’ll be automatically refunded on your original payment method within 10 business days.

For EU withdrawal returns, we will refund the payments we received from you, including the standard delivery cost where required by law. We may withhold the refund until we have received the goods back or until you have provided proof that you have sent the goods back, whichever is earlier. Any extra delivery cost resulting from your choice of a delivery method other than the least expensive standard delivery option offered by us may not be refundable.

Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at info@rocoxia.com.

Model Withdrawal Form for EU Customers

You may use this form to withdraw from your order, but it is not required.

To:
CHANG SHA RUO KE XI KE JI YOU XIAN GONG SI
Room 601-130, Phase III, Mantingfang Garden,
No. 238, Liujia Chong North Road, Tianxin District,
Changsha, Hunan, China
410000

Email: info@rocoxia.com

I/we hereby give notice that I/we withdraw from my/our contract of sale for the following goods:

Order number:
Ordered on:
Received on:
Name of consumer(s):
Address of consumer(s):
Email address used for the order:
Signature of consumer(s) only if this form is submitted on paper:
Date: