Returns & Exchanges

Returns

We want you to be 100% satisfied with the products you purchase from us. If you are not satisfied with your purchase, please contact our customer service department within fourteen days of delivery for a return authorisation. Once the non-defective items have been returned in a satisfactory re-saleable condition, in their original packaging, you will be refunded or credited for entire amount, less any original shipping charges we occurred, where appropriate.

Defective items are subject to manufacturer's warranty policies – please contact our customer service department to arrange repair or replacement.

PLEASE NOTE: If you purchase a sale item or an item that is displayed as 'non-stock item' online, these cannot be returned unless they are faulty. Non-stock items are classed as a special order item and we source these items directly for your order and as a result, these cannot be returned unless they are faulty. 

Exchanges

If when you receive your product(s), you are not completely satisfied you may return any items to us within fourteen days for an exchange or refund. Please notify our customer service department of the return your goods with full details of your exchange to:
Rok Max Exchanges,
Venture House,
Greenham Business Park,
Thatcham, Berkshire,
RG19 6HX.

Exchanges will take approximately 5 working days for the process once the goods have arrived. Items must be in original packaging, in all original boxes and packaging materials, complete with manuals, blank warranty cards and all accessories and documents provided by the manufacturer.

If any labels are removed from the product – the warranty becomes void & we cannot accept this for exchange.

We strongly recommend that you fully insure your package that you are returning. We suggest the use of a carrier that can provide you with a proof of delivery. Rok Max will not be held responsible for items lost or damaged in transit. All shipping back to us is paid for by the customer. We are unable to refund your postal fees.

Any product returned found not to be defective can be refunded or exchanged within the time stated above. Goods found to be tampered with by the customer will not be replaced but returned at the customer’s expense. If you are returning items for exchange please be aware that a second postage charge may apply. 

Incorrect/Damaged Goods

We try very hard to ensure that you receive your order on time & in pristine condition. If you do not receive your order then please contact our customer service department. In the unlikely event that the product arrives damaged or faulty, please contact Rok Max immediately and DO NOT sign for the package. This will be given special priority and you can expect to receive the correct item within 72 hours.