Return/Exchange
30 Days Easy Return/Exchange
We maintain strict quality control standards to ensure every glass water cup and drinkware is carefully inspected and shipped in perfect condition. Even so, we understand that sometimes you may need to apply for a return or exchange.
We highly recommend you inspect your package immediately after delivery. If your items arrive with breakage, defects, missing accessories or wrong products, please contact our support team as soon as possible, and we will resolve the issue for you promptly.
Return/Exchange Guidelines
Please follow the rules below to enjoy our smooth return and exchange service:
1. Official Authorization Please get the return/exchange authorization and dedicated return address from our customer service within 30 days after you receive the goods. We DO NOT accept any unsolicited returned packages without official authorization.
2. Valid Conditions We only accept returns and exchanges for products with manufacturing quality defects or shipping damage. Minor manual errors, slight color deviation caused by light and display screens are normal characteristics of handmade glass products and cannot be used as reasons for return.
3. Product Status Requirement All returned glass items must be kept in original condition: unused, unbroken, clean without water stains or scratches, and complete with original packaging, accessories and labels. We reserve the right to refuse returns if the item shows signs of use, damage caused by human error, or missing original packages.
4. Return Shipping Rules To avoid unexpected tariffs and customs fees, we suggest you return the items via your local post office. Please put the completed return/exchange form inside your package. Customers are responsible for all shipping fees, as well as loss or damage that occurs during return transit. Please keep your tracking number for reference. C.O.D (Cash on Delivery) packages are not accepted.
5. Refund & Processing Time Once we receive and inspect your returned items successfully, we will send you a confirmation email. All refunds or product exchanges will be arranged within 7 business days.
If you have any questions, please contact us at support@rocvy.com