Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at messages@rockuniverse.co.uk. Please note that returns will need to be sent to the following address: Rock Universe, 38 Southgate Drive, Crawley, RH10 6HB 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at messages@rockuniverse.co.uk.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at messages@rockuniverse.co.uk.

Damaged, Faulty or Incorrect Fulfillment Returns

Our returns portal can be found at account.rockuniverse.co.uk

If the item/s you receive are damaged, faulty or incorrect please let us know as soon as possible using the returns portal and attaching photo evidence. We will email you a return label to be stuck to your return package. Once the item/s have been received we will ship you out a replacement item.

Other Returns

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)
Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery

Refunds (if applicable)
Once your return is received and inspected, we will send you an email within 48 hours to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 - 7 working days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at messages@rockuniverse.co.uk.

Sale items (if applicable)
Sale items will be refunded at the amount they were purchased whether the prices have changed back to their original price or not.

Exchanges (if applicable)
We can exchange items (if applicable) for different variations of the same product for any reason for free. Exchanging for another product is possible but fees will be applied.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you electronically.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Return or Exchange Shipping

You are required to pay for the return shipment of your goods.

Returned items that have not been requested and approved via the returns portal may be rejected.

Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund (exceptions apply.)

Depending on where you live, the time taken for your exchanged product to reach you, may vary.

If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Multi-buy Offer Returns

• All products will revert to their full price once any items are returned.
• The total price of the garments you keep will be deducted off the price of your order.
• The difference will be refunded if applicable. Eg. If you bought one item for £36 and one for £20 (total cost of order £36), and returned the item for £20 you wouldn't recieve a refund, if you returned the item for £36 you would recieve a refund of £16.
• No other codes can be applied retrospectively if you choose to return an item.