Returns Policy

We hope that you will be happy with your goods and you will not need to return them, but should you wish to or need to, we have put together a full and helpful guide on all the various reasons for return. The legal text regarding cancellations and returns is contained within sections 8 and 9 of our terms of conditions of sale, however this page hopes to clarify the information.

Refunds

We are able to issue a refund for a variety of reasons:

• Change of Mind. Most goods purchased from Rocket Store if returned within 7 working days from date of receiving them can be refunded, however some are exempt from refund. Special Order items and hazardous goods are NOT refundable.


• Goods Damaged In Transit. If the goods arrive in a damaged state, you MUST inform us within 2 working days so that we can place a claim with the shipping company. We will of course despatch another set of goods subject to stock availability or issue a credit note or issue a full or partial refund of goods and shipping if you prefer.


• Faulty Goods On Arrival. If the goods arrive but when you try and use them, they do not appear to function correctly, then please contact us BEFORE you return them. There are several goods we sell that appear to not work but in fact do work and are commonly just down to user error. Once these initial issues have been ruled out, we will need the goods returned to us so that we can test them fully. If found to be faulty we will of course offer a replacement or full refund of the goods and shipping costs both ways, including the cost of returning the goods.


• Faulty Goods Within 30 Days. If the goods fail within 30 days of receipt of the goods, then please return the goods to us so that we can test them. If found to be faulty we will of course offer a replacement subject to stock availability or full refund of the goods and shipping costs both ways, including the cost of returning the goods.

• Hazardous goods and Special Order items are NOT refundable, unless faulty.


• If you return goods to us under any of these conditions, refunds will be done within 14 working days of acceptance of the goods or acknowledgement that the goods are faulty.


• If goods are returned as faulty and are not found to be faulty, we WILL NOT refund/replace the goods and you will be charged the standard shipping costs at the time to send the goods back to you. You may of course choose to come and collect them instead.

How To Return Goods

• The most important step is to contact us and get a RETURNS NUMBER.


• If you are returning goods that are Hazmat and have been sent by courier due to this, you must contact us and we will arrange for a Hazmat suitable courier to pick up the item. We do require that you are reasonably flexible regarding pick up. You MUST ensure it is packaged adequately, jiffy bags are NOT normally sufficient, use a box. Do NOT try and send Hazmat items in the post to save cost. This is illegal and we will report you to the authorities as this gives valid legal rocket companies a bad reputation.


• Goods being returned due to change of mind, must arrive at our premises unopened, unused and undamaged within 7 days of the returns number being issued, otherwise a refund will not be given.

• You must ensure the goods are packaged adequately AND INSURED. It is YOUR responsibility to get the goods to us undamaged. If the goods arrived damaged and you do not have insurance to cover the damage, we WILL NOT issue a refund.


• If sending goods yourself, you must takeout enough ensurance to cover the cost of the goods.

Manufacturer Warranties

Where they exist obviously we pass on the manufacturer warranties. If any goods fail within 30 days of purchase, please return the goods to us and we will send a replacement subject to stock availability. After 30 days we will endeavour to help you make your claim under any manufacturers guarantee that exists, but we are not liable for the cost of replacement or any postage costs associated with the claim. We will work with you and the manufacturer to come to a suitable arrangement.

If you have any questions regarding this policy, please contact us.