Reporting a Defect or Issue

If your product is damaged upon delivery, defective due to a manufacturing issue, incorrect, or incomplete, you must report it within 14 days of receipt (whether via delivery or pickup) by filling out the following form. Once the issue is 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-day timeframe must be handed over 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 business 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

• If a refund is required, it will be processed within 14 working days after the inspection team confirms the defect.
• Refunds will be credited to the original payment method used at checkout.
• Bank processing times may vary, and Rocell is not responsible for any additional delays caused by the bank’s operational procedures.

Incorrect Item Delivery

• If an incorrect item is delivered, it must be reported to the Rocell Call Centre immediately, within 14 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-day period.

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