If you are not 100% happy with your jewelry, you are welcome to contact us within 60 days of delivery to request a return/refund or exchange. Please email us at support@rockandspark.com and we will guide you through the process of refund/return/exchange.
After we have provided you with the return address, please return your items within seven (7) working days. Items returned after seven days will not be eligible for an exchange or refund.
Return/exchange/refund broken or defective/incorrect item(s): You must attach a picture that clearly shows the broken/defective/incorrect items and describe the issue(s) with your item. Please let us know if you cannot send a picture and we’ll be happy to help. After confirming the damage of the product, we can provide reissue or refund service and there is no need for customers to return damaged products. If you still want to send the broken/defective/Incorrect product to us, we will bear the logistics costs.
If you need to return an item, we will issue you a return address and RMA (Return Merchandise Authorization) number for you to clearly write on the label or the outside of the box. We cannot proceed with your request unless the given RMA number is present and clear on your package and you have provided us with a tracking number via email at support@rockandspark.com. If it is the customer's personal reasons to exchange the goods, you will be responsible for the exchange shipping fee (the return shipping fee and the resending shipping fee).
Once your package has arrived at our facility it will take a few days (in rare cases it can take up to 14 days) for us to process your request. During this period our warehouse staff will verify and account for everything you have sent us. You'd better not use the tracking unavailable service.
As soon as we get a confirmation from our warehouse, we will get in touch with you via email to confirm we have received your return and finalize the process.
Note: To be eligible for a refund or exchange, your item must be unused and in the same condition that you received it. If you return a broken or defective item, only a partial refund can be made. Please also note that R&S gift cards are non-refundable. And if you want to get a full refund, the gift should be returned together. Or we will deduct the price of the gift from your refund.
Express Shipping cannot deliver to P.O. Boxes or military addresses. We could only ship to P.O. Boxes and military addresses via EUB, which usually takes 20 working days on the way.
If you are approved, then your refund will be processed, and a credit will automaticlly be applied to your credit card or original method of payment in 10 business days (the specific time varies from bank to bank).
Customer Service Email for refund/return/exchange: support@rockandspark.com, or contact us from our page: contact us
WARRANTY
All items come with a 2-month (60 days) warranty. During this period you can either return your item(s) for a full refund, get a replacement, or make an exchange. We will provide a prepaid shipping label if the defective item must be shipped back to us. And in this process we will not charge any return handling fee. Note: Made to order products can NOT be returned or exchanged. Otherwise, 30% material fee would be charged.
Return address: The address is 5 / f, Unit 4, Building B2, No.117 Qiushi Road, Beiyuan Street, Yiwu City, Zhejiang Province, China, 322000.
Mailing method: Please use a local postal courier for returns, not a DHL or other courier that may incur customs duties.
Exchange shipping fee: If you still want to send back the broken/defective/Incorrect product to us, we will bear the return and resend logistics costs. If it is the customer's personal reasons to exchange the goods, you will be responsible for the exchange shipping fee (the return shipping fee and the resending shipping fee).
