Refund policy
Refund Policy
Returns
We offer a 30-day return policy.
You may request to return your purchase within 30 days of receipt (either the pickup date or the courier-delivered date) for a refund or exchange, less a 10% restocking fee. To be eligible for return, products must be unopened, unused, and in the same condition as they were originally shipped, including all original packaging.
If a paid order is cancelled before it ships, no restocking fee will be charged, but any non-refundable payment processing fees may be deducted from the refund. No such fees are deducted on exchanges or store credit.
Any product that has been opened, unsealed, used, installed, or otherwise altered from its original packaging is not eligible for return for refund.
Defective products or warranty claims are handled separately. Please see the Warranty and Defects section below.
The following are considered returns:
- Requesting to send a product back within 30 days of receiving it
- Cancelling an order after payment has already been processed, even if it has not yet shipped
- Unclaimed shipments or shipments automatically returned to Rocks Canada
- Refused shipments by the customer
- Pickup orders not collected within 15 days of pickup notification without prior arrangement
Special orders
Deposits made on cancelled special-order items are subject to the same payment processing fees.
Refused or returned shipments
Shipments that are refused by the customer or automatically returned to Rocks Canada may incur additional refund deductions equal to the cost of return shipping, refusal charges, or double the original shipping cost, whichever is greater.
Cancellation while product is in transit
Once an order is in transit, it cannot be modified or cancelled. Return requests may be made after the product has been received.
Return Procedure
- Once the product has been delivered or picked up, contact Rocks Canada to request a return at rocks@rockscanada.ca.
- If the return is approved, the customer must ship the product back at their own expense to the return address provided by Rocks Canada.
- Returned items must be well packed and fully insured so they arrive in new, unused condition.
- After the item is received, it will be inspected to confirm that it is unopened, complete, and in original condition. Inspection may take 5–15 business days after receipt.
- If the return is approved, the refund will be processed less any applicable fees, including shipping and restocking fees.
- If the return is denied, the item may be returned to the customer at the customer’s expense.
Return Conditions
- Returned products must be new, unopened, and sealed
- The customer is responsible for all shipping charges on returns, exchanges, warranty shipments, or replacement requests unless otherwise agreed in writing
- Any customs charges, taxes, or surcharges arising from a return are the responsibility of the customer and may be deducted from the refund
- Rocks Canada is not responsible for loss or damage during return shipping; customers are responsible for insuring return shipments
Exceptions to the Return Policy
The following items are non-returnable:
- Special-order items
- Open-box items
- Sale/clearance items
- Consumables or used materials where applicable
- Any product that has been opened, used, or installed
- Any item specifically marked as final sale
Because many of the products we sell are specialty-use tools, equipment, parts, and consumables, please contact us before purchasing if you are unsure whether an item is returnable.
Warranty and Defects
Rocks Canada wants you to be able to use and enjoy the products you purchase from us. Warranty claims are subject to the policies and procedures of the product manufacturer. The final decision on warranty claims rests with the manufacturer, not Rocks Canada.
Defective on arrival / first 30 days
If a product is found to be defective on arrival or fails within the first 30 days of ownership (based on the shipment date), Rocks Canada may, at its discretion, provide a replacement if stock is available and assist with return instructions after troubleshooting the issue with the customer.
After 30 days
If a product fails after the first 30 days of ownership, the customer may be required to work directly with the manufacturer for warranty support, repair, or replacement. Rocks Canada will assist with manufacturer contact information where possible, but may not provide shipping labels or handle warranty freight unless specifically stated.
Damaged or incorrect items
Please inspect your order upon arrival and contact us right away at rocks@rockscanada.ca if your item is defective, damaged in transit, or if you received the wrong item so we can make it right.
Questions
For all return, refund, exchange, or warranty questions, please contact:
