Refund policy

ROCKWELL — Return, Refund & Exchange Policy

ALL RETURN MUST BE CREATED THROUGH OFFICIAL RETURN PORTAL , 

RETURN PORTAL LINK BELOW

https://rockwell.clothing/apps/return_prime

1. Return & Exchange Eligibility

  • Requests must be raised within 5 days of delivery. Requests after this window cannot be processed.
  • A ₹99 handling fee applies to every exchange. This is deducted from the refund or collected at the time of exchange.
  • The product must be unused, unwashed and in original condition, with all original tags and packaging intact.
  • Every request is subject to a quality inspection at our warehouse before it is approved.

2. Non-Returnable Categories

For hygiene reasons, the following are exchange-only. Returns for refund are not accepted:

  • Vests, tank tops and innerwear

For these products:

  • Refunds are not offered for change of mind, wrong size ordered, or any reason other than those listed in Section 3.
  • Exchanges are permitted, subject to the eligibility conditions in Section 1.

3. Damaged, Defective or Wrong Items

The exchange-only rule in Section 2 does not apply if:

  • The item delivered is damaged or defective
  • You received the wrong product, wrong size or wrong colour

In these cases you may choose a full refund or a free replacement, and no ₹99 handling fee applies.

How to raise the claim

Step 1 — Record an unboxing video. We need an uncut, unedited, continuous video of the parcel being opened in order to verify the claim.

  • Start recording before the parcel is opened
  • Do not cut, pause, trim or edit the footage
  • The damage or the wrong item must be clearly visible on camera

Step 2 — Send it to us. Upload the video to Google Drive, set the link to allow access, and email it to care.rockwell@gmail.com with your order number.

Without this video we may be unable to verify the claim or process it.

Step 3 — We validate. Our team reviews the footage and confirms the claim.

Step 4 — You choose what to send back. Once validated, you decide whether to return the affected item only or the entire order. Email us your decision and we will start the return.

Step 5 — Send the parcel back. We arrange pickup where your pincode is serviceable. Where it is not, ship it to:

Mohit Packaging Industries Gali No. 193, Onkar Nagar-A Kanhaiya Nagar, New Delhi – 110035

Step 6 — We refund. Once the parcel reaches us, your refund is initiated within 7 working days to your original payment method.

*A note on Product colour: Screens vary. The shade you see on your phone or monitor may differ slightly from the fabric in hand. Variation of this kind is not treated as a defect.

 

4. Exchange Process

  1. Raise your request within 5 days of delivery.
  2. Our support team confirms eligibility and stock availability.
  3. A pickup is arranged where your pincode is serviceable.
  4. The replacement is dispatched after we receive the original item and it passes inspection.

5. Pickup and Self-Shipping

If reverse pickup is not available at your pincode, you will need to ship the item back yourself. Our support team will share instructions once your request is approved.

Return address:

Mohit Packaging Industries Gali No. 193, Onkar Nagar-A Kanhaiya Nagar, New Delhi – 110035

Please do not ship anything back before your request has been approved — unapproved parcels cannot be processed.

6. Inspection and Rejection

Every returned item is inspected on arrival. A request may be rejected if:

  • The product has been used or washed
  • Tags or original packaging are missing
  • The product has been damaged after delivery

Rejected items can be shipped back to you on request, at your cost. If we do not hear from you within 7 days of a rejection, the item may be disposed of.

7. Refunds

  • Approved refunds are issued to the original payment method.
  • Refunds are released only after the returned item has reached us and passed inspection.
  • Timeline: within 7 working days. This can vary depending on your bank.
  • For Cash on Delivery orders, refunds are made by bank transfer to details you provide.

8. Policy Enforcement

  • Rockwell reserves the right to refuse a request that does not meet the conditions in this policy.
  • Repeated or excessive requests may result in restrictions on future orders.
  • This policy may be updated at any time. The version published on our website at the time of your order is the one that applies to it.

Need help?

care.rockwell@gmail.com — we will reply as soon as possible .