Returns & Refunds
RETURNS AND REFUNDS
All of our products are backed by a 3 year-100% satisfaction guarantee. Problems happen from time to time and we want to assure you that the appropriate action will be taken to replace the product with a properly working unit.
Please email us at RMA@ROCKSTONEPOWER.COM M-F 9am-5pm PST and a customer service representative will be able to set up a reshipment and return label for the problematic products that meet criteria. Please do not ship any products back until your Return Merchandise Authorization is approved (you will receive a confirmation email).
If you are unsatisfied with your Rockstone or find it has a defect it may be returned within 30 days of purchase for a replacement product or a full refund of the purchase price. Contact us at RMA@ROCKSTONEPOWER.COM M-F 9am-5pm PST to set up a replacement or return.
If the return date is within 30 days from the date of purchase and the item(s) are unopened, you can return them for a refund (minus the original shipping charges and a 15% restocking fee). Rockstone Power will not pay for the return shipping.
If the return date is after 30-days of date of purchase or if the items have been opened, you cannot return the items for refund.
All non-defective items must be returned by the customer at their expense once the RMA is approved and within 30 days of purchase. The order number must be written on the outside shipping box, not the actual product packaging.
It is advised to ship via a traceable method such as FedEx, UPS or USPS and keep a copy of the tracking number. Please email the tracking number once available to RMA@ROCKSTONEPOWER.COM. If the package is lost or not delivered to us, we will not be able to issue the refund.
You will have to select one of the following methods for replacing your products:
- If outside of the 30 day window, return the defective product and we will ship your replacement free of charge after receiving and inspecting your returned product (we will not cover shipping for sending back the defective unit).
- If you need a replacement urgently, you can choose to pay for the replacement product (with free shipping) and we will credit the same amount after inspecting your returned item. This is a security measure in order to make sure that the product is returned.
WRONG ITEMS SHIPPED
If you believe you have received the wrong product, please make sure not to open it. You have 30 days from the date of the purchase to initiate a return authorization request.
To obtain an RMA, please contact us at RMA@ROCKSTONEPOWER.COM M-F 9am-5pm PST. Once the RMA is processed, you will receive a pre-paid label via email to return the incorrect item at our expense. We can either send you a replacement at no cost or issue a refund.
SHIPPING DAMAGE RETURNS
If your shipment is delivered damaged, please initiate a return authorization request within 3 business days from receipt of the package. Do not throw away or alter the product or packaging; we will need a picture of the damage package in the same condition as it was received to properly establish that the damage was due to shipping. We will not accept claims for shipping damage if any of the contents or packaging have been altered or discarded. We will process a return authorization for you to send the package back to our warehouse following the normal return procedure. After we are able to properly establish that the product was damaged during shipment, Rockstone Power will replace the products based on 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. Packages are not always scanned at every facility they go through during shipment, so you may not see any updates for a few days.
If it has been more than 5 business days without an update, please contact our Customer Service. We will contact the shipping company and put a tracer on the package. They will investigate and get back to us with an update within 2 business days.
If the package is not found after the tracer, a claim has to be filed. Rockstone Power will file the claim and continue to follow-up until the package is delivered or declared lost. Once the claim is accepted by the shipping company, we will be able to either issue a refund or send you a replacement at no cost.
However, when the tracking number shows a package was delivered (and signed for when it is required) and was shipped to the correct address, no claim can be filed and we can neither send a replacement nor issue a refund.
If a shipment is returned to our warehouse for some reason (the shipping address is incorrect, the shipping method was chosen incorrectly, the carrier is unable to locate the recipient, etc.), we will contact you to confirm any information that is necessary to reship your package.
WHEN ARE REFUNDS/REPLACEMENTS PROCESSED?
Once the returned items are received, we will inspect them and process the refund or replacement order. Our normal turnaround time is 5 business days.
If you requested a refund, your original payment method will be credited. Please allow an additional 3-4 days to see the credit reflected on your card statement.