Exchange or Return Cast Iron Cookware

We believe in providing a seamless and stress-free experience for our customers. That's why we're introducing our No Questions Asked Exchange Policy. Whether you've changed your mind or simply want something different, we've got you covered.

Exchange Process

• Eligibility Criteria:

• You may exchange any ROCA product within 7 days of receiving it.
• The product must be in its original condition, with all labels, tags, packaging, any accessories that come with it and purchase invoice.
• To exchange, product and packaging photograph must be shared to our Customer Care Support Team via email.
• This policy is available for all products purchased directly from ROCA Cookware Website.

• Creating an exchange request:

• To exchange a product, contact us at our Customer Care Support Team. Provide details of the product you wish to exchange.
• Our Customer Care Support Team won't ask any reason to exchange the product.
• We will confirm whether the desired replacement product is in stock and we will provide you the timeframe.

• Pick-Up Delivery:

• In most cases, we will arrange for the exchange product to be delivered at the time of pick-up.
• If the exchange product is not available at the time of pick-up, we will provide a timeframe for delivery.

• Exchange Timeframe:

• If the exchange does not arrive within the promised timeframe, please reach out to our Customer Care Support Team immediately for assistance.

• Unavailable Stock:

• If the product is not made available to you within 7 business days, in such cases, after successfully picking up the original product, we will provide a full refund as per the refund policy, at no extra cost to you.

Receiving: Damaged, Incorrect, or Missing Items

• If you receive a product that is damaged, incorrect, or has missing items, please contact our Customer Care Support Team within 2 days of receiving the product.
• You must provide a photograph of the packaging and the product, showing the damage or discrepancy via email to Customer Care Support Team.
• Once verified, we will offer you the choice of Exchange or Refund. Exchange will be depended on product availability.

Return Process

• Eligibility to Return the Product:

• You may raise a return request for any ROCA product within 2 days of receiving it.
• A valid reason is required to return the product with applicable proof.
• The product must be in its original condition, with all labels, tags, packaging, any accessories that come with it and purchase invoice.
• Product must not show any signs of use, wear, damage, altered, misused, or any missing components will not be eligible.
• Product and packaging photograph must be shared to our Customer Care Support Team.

• Creating a Return request:

• To return a product, contact us at our Customer Care Support Team. Provide details of the product you wish to return.
• Our Customer Care Support Team will guide you through the process to return the product.
• Share purchase detail and received product photograph with packaging via email to our Customer Care Support Team.
• We will confirm whether the desired product can be returned or not.

• Pick-Up and Return Process:

• To arrange a return pick-up, please contact our Customer Care Support Team.
• We will guide you through the process and provide instructions on how to prepare the product for return.
• If we cannot arrange a pick-up in your area, you may return the product using a Speed Post Courier Service.
• Ensure the package has valid tracking number and it is insured, as we are not responsible for lost, damaged or wrong item shipped.

Refund Process

• Refund Method:

• Refund will be processed using the online payment gateways only.
• No refund will be provided through Cash.

• Processing Time:

• Once we receive and inspect the returned product, we will notify you via email of the approval or rejection of your refund with valid proof.
• If approved, your refund will be processed, and fund transfer will automatically be applied within 7-10 business days.
• If rejected, we will return the product to you in the same condition.

• Refund Deductions:

• Please note that shipping and transaction cost are non-refundable, and will be deducted from your refund amount unless the return is due to manufacturing defect.

• Delayed Refunds:

• If you haven't received your refund after the expected processing time, please first check with your bank, as it may take some time before your refund is officially posted.
• If you've done this and still have not received your refund, please contact us at our Customer Care Support Team.

Changing Your Mind

• Cancelling a Return:

• If you've decided to keep the product after initiating a return process, please inform our Customer Care Support Team as soon as possible to cancel the return process.
• If delivery person as already arrived or arriving soon at your doorstep, you may reject for pick-up upon arrival.

Contact Information

If you have any questions or need assistance with your exchange, return and refund details, please do not hesitate to reach us at:

Email: care@rocacookware.comCall: 1800-123-9252

Support Hours: Thursday to Tuesday, 9:30 am to 6:00 pm

We are committed to ensuring your satisfaction with ROCA Cookware and will do our best to address any concerns you may have.