Refund policy
At Rocanova, we want you to be completely satisfied with your purchase. If you're not happy with your order, we're here to help.
30-Day Return Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must:
-Be unused and in the same condition that you received it.
-Be in its original packaging with all included parts and accessories.
-Include proof of purchase, such as your order confirmation or receipt.
Please note that products that have been assembled, installed, used, or modified are not eligible for return unless they are faulty or damaged upon arrival.
How to Start a Return
To request a return, please contact us at:
Email: contact@rocanova.shop
Returns should be sent only after your return request has been approved.
Return Address:
Rocanova
Avenida de Cervantes 17
18008 Granada
Spain
If your return is approved, we will provide instructions on how and where to send your package. Unless the item is faulty, damaged, or incorrectly supplied, customers are responsible for return shipping costs.
Items returned without first contacting us and receiving return instructions will not be accepted.
If you have any questions regarding a return, please contact us at contact@rocanova.shop.
Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives.
If your item is damaged during transit, defective, or you receive the wrong product, please contact us within 48 hours of delivery at contact@rocanova.shop.
To help us resolve the issue quickly, please include:
-Your order number
-A description of the issue
-Clear photographs of the product and packaging
We will assess the situation and arrange a replacement, repair, or refund where appropriate.
Non-Returnable Items
The following items cannot be returned:
-Products that have been assembled, installed, or used.
-Custom-made or personalized products.
-Clearance or sale items (unless faulty).
-Gift cards.
-Any item returned without prior authorization.
If you are unsure whether your item qualifies for a return, please contact us before sending it back.
Exchanges
We do not offer direct exchanges.
If you would like a different product, please return the eligible item following our return process. Once your return has been approved, you may place a new order for the replacement item.
European Union 14-Day Cooling-Off Period
If your order is delivered within the European Union, you have the legal right to cancel or return your purchase within 14 days of receiving it, for any reason and without providing a justification.
To qualify, the item must be unused, in its original condition and packaging, and accompanied by proof of purchase.
This statutory right does not affect your additional rights under our 30-day return policy where applicable.
Refunds
Once we receive your returned item, we will inspect it and notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days. Please note that your bank or payment provider may require additional time to process the refund.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at contact@rocanova.shop.
Contact Us
If you have any questions regarding returns or refunds, please contact us:
Rocanova
Email: contact@rocanova.shop
Business Address:
Avenida de Cervantes 17
18008 Granada
Spain
Business Hours: Monday – Friday, 9:00 AM – 6:00 PM GMT