Refund policy

1. Introduction

At RockVine Artisan Surfaces, we strive to provide our customers with high-quality designer tables and similar products. We understand that sometimes a product may not meet your expectations. Our Returns Policy outlines the conditions under which you may return a product and obtain a refund or exchange.

2. Eligibility for Returns

• To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.
• Returns must be made within 30 days of the delivery date.
• Certain types of goods may be exempt from being returned, such as custom-made or personalized items.

3. Process for Returns

• Step 1: Contact Us

  - Before returning any product, please contact our customer service team at 0161 399 0368 to initiate the return process.

  - Provide your order number, a description of the item you wish to return, and the reason for the return.

• Step 2: Return Authorization

  -Once your return request is approved, you will receive a Return Merchandise Authorization (RMA) number. Please include this RMA number with your returned item.

• Step 3: Packaging and Shipping

  - Package the item securely in its original packaging, including all original accessories, manuals, and documentation.

• Clearly write the RMA number on the outside of the package.
• Ship the item to the address provided by our customer service team. Customers are responsible for return shipping costs unless the return is due to an error on our part.

4. Refunds and Exchanges

• Once we receive your returned item, it will be inspected to ensure it meets the return conditions.
• If your return is approved, we will process your refund or exchange. Refunds will be credited to your original method of payment.
• Please note that shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
• For exchanges, the replacement item will be shipped to you at no additional cost.

5. Non-Returnable Items

• Custom-made or personalized items unless by prior agreement
• Items that have been used, damaged, or altered
• Items that were purchased on clearance or as final sale

6. Damaged or Defective Items

• If you receive a damaged or defective item, please contact us immediately on 0161 399 0368. We will arrange for a replacement or refund as quickly as possible.
• Please provide photos of the damaged or defective item and a description of the issue.

7. Contact Information

• If you have any questions or need assistance with the return process, please contact our customer service team on 0161 399 0368 or email sales@rockvine.co.uk