Returns

You are entitled to a return within 14 days of your purchase. Outside of 14 days, we cannot 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, including all tags.

Only regular priced items may be returned, unfortunately sale items cannot be returned. To complete your return, we require proof of purchase. Please do not send your purchase back to the manufacturer. 

Several types of goods are exempt from being returned. Perishable goods such as food or magazines cannot be returned. We also do not accept return of personal care, cleaning, or grooming products.

Return Authorization Numbers

To return an item for any reason, you first need to be issued an official Return Authorization number.  No returns will be accepted without an assigned Return Authorization number.

To request a Return Authorization number for an item that you have purchased within the past 14 days, please email us at hello@roketor.com with your order number, and reason for return.

Please include the Return Authorization number on the outside of the package that you’re returning, and/or on the invoice included with your original order.  This will help expedite the return & exchange process.  ALL RETURNS MUST BE RECEIVED WITHIN 14 DAYS OF RETURN AUTHORIZATION ISSUE DATE.

Refunds, Exchanges, & Return Shipping

All returns must be received within 14 days of Return Authorization issue date (ie, the day that we emailed you a RA number). Once your return is received and inspected, we will send you an email to notify you that we have received your returned item, and 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 a certain amount of days.  

A partial refund may be granted when an item is not returned in its original condition, is damaged or is missing parts for reasons not due to our error, or is returned more than 14 days after delivery.

We can only exchange or replace items if they are defective or were received with a damage.  If you need to exchange it for the same item, send us an email at hello@roketor.com.

Please note that we cannot accept returns on perishable items such as food or treats, beds, or on personal care, grooming, or cleaning products.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable, neither the original shipping cost nor the return shipping cost will be repaid. We strongly recommend using a trackable shipping service or purchasing shipping insurance. Unfortunately we cannot guarantee that we will receive your returned item, and cannot be responsible for refunding items lost in transit.

Additional Information

Roketor any reserves the right to amend any information, including but not limited to prices, technical specifications, terms of purchase and product offerings without prior notice. If a product is sold out, Roketor has the right to cancel the order and refund any amount paid via original form of payment or store credit. Roketor shall also notify the customer of equivalent replacement products if available.

All enquiries: hello@roketor.com.

Local Taxes

Please note that local charges (sales tax, customs duty) may occur, depending on your region and local customs duties. These charges are at the customers own expense.

Payment

All products remain Roketor property until full payment is made. The price applicable is that set at the date on which you place your order. Shipping costs and payment fees are recognized before confirming the purchase. If you are under 18 years old you must have parents’ permission to buy from Roketor.

All transfers conducted through Roketor are handled and transacted through third party dedicated gateways to guarantee your protection. Card information is not stored and all card information is handled over SSL encryption. Please read the terms & conditions for the payment gateway chosen for the transaction as they are responsible for the transactions made.

Personal Information

All personal information you provide us with or that we obtain will be handled by Roketor as responsible for the personal information. The personal information you provide will be used to ensure deliveries to you, the credit assessment, to provide offers and information on our catalog to you. The information you provide is only available to Roketor and will not be shared with other third parties. You have the right to inspect the information held about you. You always have the right to request Roketor, to delete or correct the information held about you. By accepting the Roketor Conditions, you agree to the above.

Cookies

Roketor uses cookies according to the new Electronic Communications Act, which came into force on 25 July 2003. A cookie is a small text file stored on your computer that contains information that helps the website to identify and track the visitor. Cookies do no harm to your computer, consist only of text, can not contain viruses and occupies virtually no space on your hard drive. There are two types of cookies: “Session Cookies” and cookies that are saved permanently on your computer.

The first type of cookie commonly used is “Session Cookies”. During the time you visit the website, our web server assigns your browser a unique identifier string so as not to confuse you with other visitors. A “Session Cookie” is never stored permanently on your computer and disappears when you close your browser. To use Roketor without troubles you need to have cookies enabled.

The second type of cookie saves a file permanently on your computer. This type of cookie is used to track how visitors move around on the website. This is only used to offer visitors better services and support. The text files can be deleted. On Roketor we use this type of cookie to keep track of your shopping cart and to keep statistics of our visitors. The information stored on your computer is only a unique number, without any connection to personal information.