Returns & Refunds

RETURNS AND REFUNDS

At ROCKSTONE POWER, we stand behind the quality of our products with a 3-year, 100% satisfaction guarantee. We understand that occasional issues may arise, and we want to assure you that we will take the necessary steps to provide you with a properly working unit.

To initiate a return or refund, please contact our customer service team at RMA@ROCKSTONEPOWER.COM during our operating hours of Monday to Friday, 9am-5pm PST. Our dedicated representatives will assist you in setting up a reshipment and providing a return label for qualifying products. However, please refrain from shipping any products back until your Return Merchandise Authorization (RMA) is approved, as indicated in the confirmation email you will receive.

 

DEFECTIVE ITEMS

If you are unsatisfied with your ROCKSTONE POWER product or have identified a defect, you may return it within 30 days of purchase for a replacement or a full refund of the purchase price. Please contact us at RMA@ROCKSTONEPOWER.COM during our operating hours to arrange for a replacement or return. 

UNUSED/NON-DEFECTIVE ITEMS

For unopened items within 30 days of the purchase date, you can return them for a refund. Please note that the original shipping charges and a 15% restocking fee will be deducted from the refund amount. Kindly be aware that the return shipping costs are the customer's responsibility.

Items that have been opened or are beyond the 30-day return window are not eligible for a refund.

For returning non-defective items, please ensure that the RMA is approved and that the items are returned within 30 days of purchase. The order number should be clearly written on the outside shipping box, rather than on the product packaging itself.

We recommend using a traceable shipping method such as FedEx, UPS, or USPS and retaining a copy of the tracking number. Once available, please email the tracking number to RMA@ROCKSTONEPOWER.COM. Please note that if the package is lost or not delivered to us, we will be unable to issue a refund. 

REPLACEMENT OPTIONS

When it comes to replacing your products, you have two options:

1. If your request falls outside the 30-day window, you can return the defective product, and upon receiving and inspecting it, we will ship your replacement free of charge. However, please note that we will not cover the shipping cost for sending back the defective unit.
2. If you require a replacement urgently, you have the option to pay for the replacement product (with free shipping). After inspecting your returned item, we will credit you with the same amount. This measure ensures that the product is returned to us.

WRONG ITEMS SHIPPED

If you believe you have received the wrong product, please refrain from opening it. You have 30 days from the date of purchase to initiate a return authorization request.

To obtain an RMA, please contact us at RMA@ROCKSTONEPOWER.COM during our operating hours. Once the RMA is processed, you will receive a prepaid label via email for returning the incorrect item at our expense. We will then send you a replacement at no cost or issue a refund, based on your preference.

SHIPPING DAMAGE RETURNS

In the event that your shipment arrives damaged, please initiate a return authorization request within 3 business days of receiving the package. To properly establish that the damage occurred during shipping, please refrain from discarding or altering the product or its packaging. We will require a picture of the damaged package in its original condition. Claims for shipping damage will not be accepted if any contents or packaging have been altered or discarded.

Upon initiating the return authorization, we will provide you with instructions for sending the package back to our warehouse, following our standard return procedure. Once we can verify that the product was damaged during shipment, we will replace the products in accordance with our return policy. 

LOST ORDERS AND WRONG ADDRESSES

If the tracking number for your package shows no activity or delivery confirmation, it is possible that the shipment is still in transit or out for delivery. Please allow a few days for updates, as not all facilities scan packages at every stage of transit.

If it has been more than 5 business days without any update, kindly contact our Customer Service. We will initiate a tracer with the shipping company and provide you with an update within 2 business days.

If the package remains unlocated after the tracer, we will file a claim on your behalf. We will continue to follow up until the package is delivered or declared lost. Once the claim is accepted by the shipping company, we can issue a refund or send you a replacement at no cost.

However, if the tracking number indicates that the package was delivered correctly to the provided address, and if a signature was required, we cannot file a claim, nor can we offer a replacement or refund.

If a shipment is returned to our warehouse for reasons such as an incorrect shipping address, the selection of an inappropriate shipping method, or the carrier's inability to locate the recipient, we will contact you to confirm any necessary information for reshipping your package.

WHEN ARE REFUNDS/REPLACEMENTS PROCESSED?

Once we receive the returned items, we will inspect them and proceed with the refund or replacement order. Our standard turnaround time for processing is 5 business days.

For refunds, the credited amount will be issued to your original payment method. Please allow an additional 3-4 days for the credit to appear on your card statement.

 

We hope this policy provides you with clear guidelines for returns and refunds. If you have any further questions or concerns, please don't hesitate to contact our Customer Service team at RMA@ROCKSTONEPOWER.COM during our operating hours of Monday to Friday, 9am-5pm PST.