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, accessories, and the purchase invoice.
• Product and packaging photographs must be shared with our Customer Care Support Team via email.
• This policy is available for all products purchased directly from the ROCA Cookware Website.

Creating an exchange request:

• Contact our Customer Care Support Team with product details.
• No reason is required to exchange the product.
• We will confirm the availability of the desired product and provide a timeframe.

Pick-Up Delivery:

• In most cases, the exchange product will be delivered at the time of pick-up.
• If not available, a timeframe will be provided.

Exchange Timeframe:

• If the exchange does not arrive on time, contact the Customer Care Support Team immediately.

Unavailable Stock:

• If the product is unavailable within 7 business days after pick-up, a full refund will be issued as per our refund policy.

Receiving: Damaged, Incorrect, or Missing Items

• Contact Customer Care within 2 days of receiving a damaged, incorrect, or incomplete order.
• Provide a photograph of the packaging and product showing the issue.
• After verification, an Exchange or Refund will be offered based on availability.

Return Process

Eligibility to Return:

• Return requests must be made within 2 days of receiving the product.
• A valid reason with proof is required.
• Product must be unused and in original condition with all components and invoice.
• Photographs of the product and packaging must be shared.

Creating a Return request:

• Contact Customer Care with details.
• They will guide you through the return process.
• Share purchase details and photographs via email.
• They will confirm return eligibility.

Pick-Up and Return Process:

• Customer Care will provide instructions for return pick-up.
• If unavailable in your area, return via Speed Post Courier Service.
• Ensure tracking and insurance for the returned package.

Refund Process

Refund Method:

• Refunds are processed via online payment gateways only.
• No cash refunds are provided.

Processing Time:

• You will be notified via email once the returned product is inspected.
• Approved refunds will be processed within 7-10 business days.
• Rejected returns will be shipped back to you.

Refund Deductions:

• Shipping and transaction costs are non-refundable unless due to a manufacturing defect.

Delayed Refunds:

• Check with your bank before contacting us if your refund hasn’t been received after the expected timeframe.
• If unresolved, contact our Customer Care Support Team.

Changing Your Mind

Cancelling a Return:

• If you decide to keep the product, notify our Customer Care Team as soon as possible.
• You may reject the pick-up if the delivery person arrives.

Contact Information

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

Email: care@rocacookware.com      Call: 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.