Refund policy
Change & Cancellation
If you wish to modify or cancel your order, please contact us via email at roxgearshop@gmail.com as soon as possible. We will do our best to accommodate your request. However, please note that we cannot modify or cancel an order once it has entered the shipping process.
Within 12 hours of your order being paid, you can request changes to the shipping address, design, or size (additional fees may apply), or you can cancel the order. Please note that a 20% cancellation fee will be deducted from your original payment. After this 12-hour period, 70% of your total amount will be charged for cancellation requests.
If more than 24 hours have passed since placing your order, a $10 fee will be charged for changing the shipping address.
If the cancellation is approved, your refund will be processed, and a credit will automatically be applied to the original method of payment within a certain number of days.
Exchanges
Customer satisfaction is always our top priority. As long as you contact us within 30 days of receiving your order (according to tracking information), we are here to make things right.
If for any reason you would like to exchange your product, you must contact us first and provide photos of your product along with your order number.
1. If we deliver the wrong size, color, or if the package is damaged, we will reship a new product at no additional charge. You may keep the original item as an apology for the inconvenience.
2. If we deliver the correct items but you are not satisfied with them (e.g., they are too small or too large), we offer two options:
- You can keep your item: You just need to pay a small Shipping and Handling fee (please contact us for further details), and we will send you a new item. You do not need to return the original package.
- If you do not want to pay the fee, you will have to return the item at your own expense. The item must be unused, unworn, unwashed, undamaged, and include its original tag. We will deliver a new item as soon as we receive your return.
Note:
- Exchanges are allowed only once per order.
- Exchange items must be the same design and in the same men’s or women’s size chart as your original order.
- Items that are on sale or free cannot be exchanged.
Refunds
If you did not receive your product within the guaranteed time (90 days, not including 3-7 days for processing), you can request a refund or a reshipment.
Reasons for a refund that may be considered invalid (evaluated on a case-by-case basis) include:
- Your order did not arrive due to factors within your control (e.g., providing the wrong shipping address).
- You want a refund/return because you "changed your mind." We print on demand, so we cannot accept returns for this reason.
- You did not pay customs fees (if required) for your order, so it could not be delivered to your address.
- Your order did not arrive due to exceptional circumstances outside the control of Rox Gear (e.g., not cleared by customs, delayed by a natural disaster).
- You ordered the wrong size or color.
- The items you ordered are on sale or free.
- Other exceptional circumstances outside the control of Rox Gear.
*You can submit refund requests within 7 days after the delivery date (as indicated by tracking information). You can do this by sending a message on the Contact Us page, explaining the reason for your request.
If you are approved for a refund, it will be processed, and the amount will automatically be applied back to the original method of payment within a certain number of days.
