Refund policy

Returns and Refunds Policy

Effective Date: November 1, 2023

At Rociere, customer satisfaction is our priority. We offer a 30-day money-back guarantee with certain conditions to ensure a fair return process for both our customers and our business. Please read the following policy carefully before making a purchase. By placing an order with us, you agree to the terms outlined below.

For questions or assistance, contact us at support@rociere.com.

1. ELIGIBILITY FOR RETURNS AND REFUNDS

  • Return Period: You have 30 days from the date you receive your order to request a return or refund.
  • Condition: Products must be unused, in their original packaging, and in the same condition in which you received them.
  • Non-Eligible Products:
    • Sale items, gift cards, or digital products are non-refundable.
    • Products damaged due to misuse, wear and tear, or improper handling will not be accepted for returns.

2. HOW TO REQUEST A RETURN OR REFUND

  1. Contact us at support@rociere.com with your order number and reason for the return.
  2. If approved, we will provide return instructions, including the return address.
  3. Return shipping costs are the responsibility of the customer. We recommend using a trackable shipping service to avoid disputes.
  4. Unauthorized returns will not be processed. Please follow the return process to avoid delays or denial.

3. REFUND PROCESSING

  • Once your return is received and inspected, we will notify you via email.
  • If approved, your refund will be processed within 7–10 business days to your original payment method.
  • Refunds may take 5–10 additional business days to appear on your bank or credit card statement, depending on your financial institution.

4. SIZE EXCHANGES

We offer a complimentary one-time size exchange within 30 days of receiving your order, subject to the following conditions:

  • One exchange per order. Each order is eligible for a single size exchange only. Additional size requests will not be honored under this policy.
  • Same style only. Exchanges are limited to the same style and colorway in a different size. We cannot exchange for a different product or colorway.
  • Unworn condition required. The item must be unworn, with original packaging and tags intact. Items showing any signs of wear will not be accepted for exchange.
  • Customer ships first. You are responsible for return shipping costs to send us the original size. Once received and inspected, we will ship the new size to you at no additional charge.
  • Subject to availability. Exchanges are fulfilled based on available inventory. If your requested size is unavailable, we will issue store credit or a refund instead.
  • Non-transferable. This exchange benefit applies to the original purchaser only and cannot be combined with other promotions or return requests.

To request a size exchange, email support@rociere.com with your order number, the item, your current size, and the size you need. Unauthorized exchanges sent without prior approval will not be processed.

5. CHARGEBACK AND DISPUTE POLICY

We take chargebacks and disputes seriously to prevent fraudulent or unjustified claims. To protect our business and ensure a smooth refund process:

  • All refund requests must follow our Returns and Refunds Policy.
  • Customers are required to contact us first to resolve any issues before initiating a chargeback or dispute with their financial institution.
  • In cases where a chargeback is filed without following the return process, we reserve the right to dispute the chargeback with evidence.

6. CONDITIONS THAT MAY AFFECT REFUNDS

  • Refunds may be denied if the product shows signs of use, damage, or if return instructions were not followed.
  • If an item is returned outside the 30-day window, we reserve the right to deny the refund request.
  • Shipping fees are non-refundable.

7. FINAL SALE ITEMS

Certain items may be marked as final sale, meaning they cannot be returned or refunded. This will be clearly noted on the product page.

8. FRAUD PREVENTION AND ABUSE OF POLICY

We monitor refund and return activity for signs of misuse. If we determine that a customer is abusing our return policy (e.g., excessive returns or fraudulent claims), we reserve the right to:

  • Block future purchases from that customer.
  • Deny refunds or exchanges for future orders.
  • Report fraudulent activity to Shopify and relevant financial institutions.

9. CONTACT INFORMATION

For any inquiries regarding returns or refunds, contact us at:
Rociere
Email: support@rociere.com