Refund policy
Return and Refund Policy
Thank you for shopping with us. We want you to be completely satisfied with your purchase. If something isn’t right, we’re here to help.
1. Your Right to Cancel (EU & UK Customers)
If you are a customer based in the United Kingdom or European Union, you have the legal right to cancel your order within 14 days of receiving your goods.
To exercise this right, please contact us within 14 days of delivery at info@rok.coffee and let us know you wish to return the item. You then have another 14 days to send it back.
We will refund the full purchase price, including standard delivery costs, within 14 days of receiving the returned goods (or proof that you’ve sent them back).
2. Returns After 14 Days
If more than 14 days have passed since delivery, we may still accept returns at our discretion, provided the item is unused, in its original packaging, and in resalable condition. Please contact us before sending any item back.
3. Conditions for All Returns
To be eligible for a return:
-
Your item must be unused and in the same condition that you received it.
-
It must be in the original packaging with all components and accessories included.
-
Proof of purchase is required (order number or receipt).
We cannot accept returns for:
-
Items damaged through misuse or improper handling.
-
Items returned without prior notification or authorisation.
-
Replacement parts or consumables.
4. Refunds
Once your return is received and inspected, we will notify you by email. If approved, your refund will be processed automatically to your original payment method.
Please note that bank processing times may vary.
If your return is declined (e.g. due to use or damage), we’ll return the item to you at your cost.
5. Exchanges
We only replace items if they are defective or damaged. If you need an exchange for the same product, please email us first at info@rok.coffee before sending the item back.
6. Return Shipping Costs
-
UK & EU customers (within 14 days): You are responsible for return shipping costs, unless the item is faulty or incorrect.
-
Defective or wrong items: We will cover return shipping costs or provide a prepaid return label.
-
Outside the UK/EU: Return shipping costs and customs duties (if any) are the responsibility of the customer.
7. Faulty or Damaged Items
If your product arrives damaged or develops a fault within a reasonable period, please contact us at info@rok.coffee with your order details and photos/videos of the issue.
We will repair, replace, or refund your item in line with your statutory rights.
8. How to Return an Item
Please contact us first at info@rok.coffee for instructions and a return authorisation.
Unapproved returns may not be processed.
9. Our Contact Details
If you have any questions about returns or refunds, please contact us:
Email: info@rok.coffee
Last updated: October 2025
This policy complies with the UK Consumer Contracts Regulations 2013 and the EU Consumer Rights Directive (2011/83/EU).
