Reporting a Defect or Issue

If your product is damaged upon delivery, defective due to a manufacturing issue, incorrect, or incomplete, it must be reported within 14 working days of receipt (via delivery or pickup) by filling out the form provided below. Once reported, a customer support agent will assist you with the next steps in the return process.

Return Eligibility

To qualify for a return, items must meet the following conditions:

• Must be returned in their original packaging, including all accessories, manuals, and any free items.
• Must be in undamaged condition, except for the reported issue (damage at delivery or manufacturing defect).

Return Process & Inspections

• Items reported as damaged upon delivery or defective due to manufacturing within the 14-working-day timeframe must be brought to the nearest showroom or the pickup showroom selected during the checkout process for inspection.
• The technical team will assess the item.

Replacement & Refund Policy

• If the technical team confirms a manufacturing defect, the primary option will be to provide a replacement unit.
• It will take 5 to 14 working days to process the return request and prepare the replacement unit after the inspection team confirms the defect.
• Once ready, the replacement unit will be sent to the customer, based on the delivery method selected at checkout (either delivery or pickup).
• If a replacement unit for the same size/specific model is unavailable, a full refund will be issued.
• If no defect is found, the customer will be informed and must collect the item from the nearest showroom.

Refund Processing Time

• All refunds are processed by Rocell within 3–5 working days. Further processing to your credit card or bank account may take additional time, depending on the bank or financial institution, for which Rocell cannot be held liable.

Incorrect Item Delivery

• If an incorrect item is delivered, it must be reported to the Rocell Call Centre immediately, within 03 working days of delivery or pickup.
• An immediate replacement will be arranged and sent to the customer based on the delivery method selected at checkout (either delivery or pickup).

Returns Not Accepted for the Following Reasons

• Damage caused by the customer.
  
• Change of mind or any other personal reasons.
• Defect reported after the 14-working-day period.

For further assistance, please contact our support team at 0766223344.