Return, Refund & Cancellation Policy

The terms "We", "Us", "Our" and "Company" individually and collectively refer to Rockworth Systems Furniture (India) Private Limited ("Rockworth"). The terms "Visitor", "User", "You", "Your" and "Yourself" refer to any person who accesses shop.rockworthindia.com (the "Website") or places an order on it.

This Return, Refund & Cancellation Policy ("Policy") sets out the terms on which orders placed on the Website may be cancelled, and on which refunds and replacements may be granted. This Policy must be read together with Our Shipping & Delivery Policy and Warranty Policy.

By accessing the Website or placing an order, You confirm that You have read, understood and accepted this Policy. If You do not accept it, please do not use the Website.

You are requested to read the product description, specifications and any offer-specific terms ("fine print") of each product or deal before purchase. These set out the details of the product or service You are buying.

Rockworth is committed to customer satisfaction. Every product manufactured by Rockworth or sold under the brand name undergoes stringent quality checks before dispatch.

Rockworth continuously improves its products through design and research to enhance quality and user comfort. Accordingly, Rockworth reserves the right to make such changes to its products, without prior notice, as it considers necessary for this purpose.

Applicable after delivery of the product. A refund or replacement may be granted only where:

• the product delivered is not in accordance with the design and specifications shown on the Website; or
• a wrong product has been delivered,

provided that the reason is genuine and is established upon investigation by Rockworth or by taking prior consent.

Where the product delivered is correct and conforms to the specifications shown on the Website, requests for cancellation, refund or replacement shall not be accepted.

Rockworth reserves the right to reject a return request where the product has been used, tampered with or damaged by the customer.

A request for refund or replacement must be raised within twenty-four (24) hours of delivery of the product, by writing to [email protected] with Your order number, invoice and supporting photographs or video.

Requests received after this period shall not be eligible for refund or replacement under this Policy.

Every request shall be investigated and assessed by Rockworth's technical team. The assessment may take forty-eight (48) to seventy-two (72) hours, depending on the nature of the issue.

Based on the outcome of the assessment, You may be requested to return the product; where a return is requested, returning the product is mandatory. Products to be returned must be kept in their original packaging and must not be used or tampered with.

Decisions on requests for replacement or exchange of a product, for any reason, rest solely with Rockworth. Rockworth's decision on such requests shall be final, without prejudice to Your rights under applicable law.

Approved refunds or replacements shall be processed within fifteen (15) working days, provided that You are fulfilling Your obligations.

In every case of refund or replacement, the product must be handed over to Rockworth's authorized service provider in its original packaging, together with the original invoice.

Mode of refund. Refunds shall be credited to the original mode of payment:

• for payments made by credit card or corporate card, to the card used at the time of purchase; and
• for payments made through a payment gateway, to the same account from which payment was made.

You may cancel Your order, and the amount shall be refunded upon cancellation, only before the order has been dispatched or shipped from our factory or warehouse.

Where an order is cancelled before dispatch, a cancellation charge of fifteen percent (15%) of the total order value shall be levied. The balance amount shall be refunded within fifteen (15) working days to the original mode of payment.

Rockworth is not liable for delays or failures in delivery caused by events beyond its reasonable control. These include natural disasters, epidemics or pandemics, government orders or restrictions, strikes, riots, transport disruptions, or failures of logistics partners caused by such events. If this happens, We shall tell You about the delay and give You the option to cancel for a full refund.

Under the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology Act, 2000 and its rules, Rockworth has appointed the following Grievance Officer:

• Mr. Rishi Kumar, Grievance Officer
• Rockworth Systems Furniture (India) Private Limited, 800 West Road R1 South, Sri City, Sathyavedu Mandal, Tirupati District, Andhra Pradesh – 517646
• Email: [email protected]
• Working hours: Monday to Friday, 10:00 AM – 5:00 PM IST

Please include Your name, contact details, order number and a clear description of the grievance, with any supporting documents.

The Grievance Officer shall acknowledge Your complaint within three (3) business days of receiving it, and shall resolve or respond to it within one (1) month of receiving it.

If You are not satisfied with the resolution, You may contact the National Consumer Helpline (dial 1915 or visit consumerhelpline.gov.in), or approach the appropriate Consumer Commission under the Consumer Protection Act, 2019.

Rockworth may update this Policy from time to time. The updated version takes effect once it is published on the Website. Orders placed before an update are governed by the Policy in force on the date of the order.

This Policy is governed by the laws of India. Subject to the consumer forums available to You under the Consumer Protection Act, 2019, the courts at Tirupati, Andhra Pradesh have exclusive jurisdiction.

General queries: [email protected] | +91 81305 59187 | +91 81301 03171

Order and delivery support: [email protected]