Refund policy

Roque Concepts is proud to offer a no-hassle moneyback guarantee for 30 days after delivery from customers who have purchased directly from roqueconcepts.com or from our network of authorized dealers - but only when combined with proof of purchase and after receiving authorization from a customer service team member. Items purchased from Roque Concepts may only be returned or exchanged by the original customer or direct gift recipient. Roque Concepts reserves the right to review the returned items (i.e., via pictures) before beginning the return/exchange process of those items. In instances where the warranty has been voided (product is manipulated, is dirty or missing parts, etc.) returns will be at the customer service agent’s discretion and may NOT be accepted. Returns and/or exchanges AFTER the 30-day guarantee period will be handled on a case-by-case basis, and are at the sole discretion of the customer service agent.

If Roque Concepts made a processing error during the fulfillment of your order or there is a manufacturing defect in workmanship, we will work diligently with you to correct the problem in a timely manner. NOTE: Processing errors include but are not limited to receiving the wrong model or color, etc.  

To initiate the return or exchange, the customer must:

  1. Contact Roque Concepts Customer Service via email within 30 days of delivery. Please include name, order number, order date, reason for return, desired solution, etc.
    1. Roque Concepts will reply to the customer (in a timely manner) via email for more information/direction
    2. Customer Service will troubleshoot if possible and will provide the customer with a Return Merchandise Authorization number (RMA) and return shipping instructions via email if necessary.

    Roque Concepts reserves the right to refuse items returned without prior communication or authorization. Roque Concepts will NOT refund purchases made through unauthorized dealers and reserves the right not to deny support on items purchased through unauthorized dealers (i.e., Tacswap, Ebay, Amazon, etc.). 

     

    Absolutely no returns/refunds for accessory items (clips, hardware, etc.) and/or apparel.