Refund policy

 Return and Refund Policy 

This policy governs items purchased through e-commerce platforms/ online marketplace (Shopee, TikTok, Lazada, Facebook, Instagram, Rocco Official Website ). Partial or complete refunds may be granted for eligible reasons, excluding instances of unmet expectations or changes of mind, which require further evaluation. Returned products undergo a quality inspection by either the seller or the e-commerce platform to verify the condition before refund processing. The return and refund process adheres to the respective transaction platform's procedures.

Buyers must provide sufficient evidence justifying the return or refund. Specific requirements and processes may vary by platform.

General Requirements:

1. Photos of the parcel’s internal and external packaging
2. Photo of the corresponding airway bill (AWB)
3. Official proof of shipment with information such as delivery service, receipt number, sender/recipient names, contact number, and shipping address.
4. Photos or videos illustrating the returned products' condition and packaging before shipment.
5. Photographs and videos showcasing product defects, damages, or discrepancies

Note: Specific evidence requirements may differ based on the platform's policies. Please refer to the platform's guidelines for detailed return and refund policy instructions.

The refund will be made to the Buyer's credit/debit card or designated bank account, as applicable.

Rocco Furnishing International Ltd. Co. prioritizes customer satisfaction. All products that do not meet approval for a refund are still eligible for repair or replacement to ensure full enjoyment of the product. Please refer to our return and exchange policy for more information.

Cancellation Policy:

This policy governs items purchased through e-commerce platforms/online marketplace (Shopee, TikTok, Lazada). Sellers and customers may communicate directly to resolve issues before initiating a cancellation. Abusive or threatening language is strictly prohibited. If a seller suspects a customer is abusing the cancellation process, they can report the issue by selecting "Complaints & Disputes - Customer" in the Seller Center. The order cancellation process follows the respective transaction platform's procedures. Please refer to the platform's guidelines for detailed instructions on their Cancellation Policy.

 7-Day Return and Exchange

Our utmost priority is to ensure your satisfaction with our products. Please take advantage of our hassle-free  7-day return & exchange policy to guarantee a secure and gratifying online shopping experience

Rocco Furnishing International Ltd. Co. is committed to customer satisfaction. This policy outlines the terms and conditions for returning and exchanging products.

Eligible Returns and Exchanges

We accept returns and exchanges for the following reasons:

1. Defective products: Items with manufacturing defects or missing parts.

2. Damaged products: Items damaged upon delivery due to our error.

3. Change of Preference: Items returned due to a change in color, style, or size may require a restocking fee and depend on product availability.
   

Ineligible Returns and Exchanges

Customer damage: Items damaged due to customer misuse or mishandling.

Exchange Process

1. Exchange Eligibility: Exchanges are limited to defective or damaged items. Note this only applies once; succeeding requests may fall under warranty. Read our warranty terms & conditions to learn more.

2. Timeframe: Exchange requests must be made within seven (7) days of receiving the product.

3. Secure photos or videos illustrating the returned products' condition and packaging before shipment.

4. Initiating an exchange: Please contact our customer care at feedback@rocco.ph, or call (0917) 539-4545, you may also visit our head office at 233 Sumulong Highway, Brgy. Mambugan, Antipolo City, Rizal 1870.

Shipping Address for Returns:

If you need to return an item, please send it to our head office located at 233 Sumulong Highway, Brgy. Mambugan, Antipolo City, Rizal 1870.  Monday to Friday from 8 am - 5 pm

Shipping of Items:

1. If the item received is damaged or missing parts due to our oversight, we will cover the shipping costs for returning the item. Damages sustained during transportation by third-party couriers are not covered.

2. Report any defects within 7 days of receiving the product.

3. To begin the return process, kindly dispatch the product to the designated shipping address as indicated above.

4. Upon receiving the item, our technical team will conduct a thorough examination of the damaged chair. We will provide you with our findings and proposed resolution within 48 hours.

Delivery Timeline:

The delivery timeline for a repaired or replaced item is contingent upon the extent of the damage, the customer's location, the availability of the specific item(s) or part(s), and the impact of unforeseen events such as delays in 3rd party logistics and acts of nature.

 Warranty | Retail Store

This warranty applies to products sold at retail by Rocco Furnishing International Ltd. Co. and is subject to the following terms and conditions:

Warranty Terms & Conditions:

1. Any alteration, modification, or repair by the purchaser will void the warranty.

2. The warranty applies only to the original purchaser and is non-transferable.

3. The product must be used for its intended purpose with normal care. Damage caused by misuse, abuse, neglect, lack of maintenance, improper cleaning, abnormal wear and tear, or incorrect handling is not covered.

4. Freight damage is not covered under warranty.

5. Rocco Furnishing International Ltd. Co. may require items to be returned to the original warehouse for inspection.

6. Photos and a copy of the original invoice with the warranty policy document are required for claims of defective merchandise.

7. Repaired or replaced items are covered only for the remainder of the original warranty period.

8. Rocco Furnishing International Ltd. Co. is not liable for consequential or incidental damages, such as loss and inconvenience.

Covered Items:

1. Missing parts from the Products at the time of delivery.

2. Manufacturing defects that lead to loss of functionality in the Products at the time of delivery.

3. Products that fail to correspond with the description in the applicable sales contract at the time of delivery.

During the applicable warranty period, Rocco Furnishing International Ltd. Co. will, at its discretion and under applicable law, If the claim is valid, the item(s) or part(s) covered by this warranty will be repaired or replaced. Rocco Furnishing International Ltd. Co. reserves the right to substitute warranty claims if parts are unavailable or obsolete.

Parts Limited Warranty:

Providing a comprehensive Parts Limited Warranty, offering a 2-year coverage for all moving components, including castor wheels, armrests, mechanism, backrest, headrest, lumbar support, and screws. This also extends to cover the gaslift.  

Exclusions in Warranty:

1. Damage caused by third-party couriers.

2. Defects due to alteration or accidents.

3. Damage caused by vandalism, rusting, acts of nature, or events beyond Rocco Furnishing International Ltd. Co. control.

4. Scratching, scuffing, or other cosmetic damage resulting from normal use.

5. Defects resulting from intentional damage, negligence, or unreasonable use.

6. While the warranty covers defects in moving parts, it excludes damage or deterioration to upholstery covers, including mesh, fabrics, genuine leather, or synthetic leather. 

Return Shipping for Warranty Claims:

1. The purchaser is responsible for all shipping costs to and from Rocco Furnishing International Ltd. Co.. Repaired products will be returned to the purchaser at their expense.

2. Return shipments should be sent to 233 Sumulong Highway, Brgy. Mambugan, Antipolo City, Rizal 1870. Monday to Friday from 8 am - 5 pm.

Delivery Time for Replacements:

The delivery time for replacement products is subject to variation contingent upon the customer's location, the availability of the required part, and the extent of the repair.

Defective Products Replacement Policy:

1. If a product is damaged due to Rocco Furnishing International Ltd. Co. error or during delivery, a prompt replacement of the defective part or item will be provided.
2. Defects beyond the designated return and exchange/refund period will be addressed under the Warranty Policy.
3. Replacement requests within the warranty period can be submitted to feedback@rocco.ph

All warranty claims must be accompanied by the original sales invoice and the warranty policy document as proof of purchase. For warranty claims, please include photographs and videos of damaged parts. 

Lifetime Service Guarantee

This applies to products sold at retail by Rocco Furnishing International Ltd. Co.

Initial 30-Day Period:

For the first 30 days after purchase, Rocco Furnishing International Ltd. Co., offers comprehensive service and support. Should you require assistance with troubleshooting, setup, or any other matter, please don't hesitate to contact us.

Lifetime Commitment:

Rocco Furnishing International Ltd. Co.’s commitment extends throughout your product's lifespan. They are available beyond the initial purchase to address concerns, provide advice, and ensure your satisfaction.