Refund policy

1. Order Cancellation

Standard Items: Orders may be cancelled free of charge within 24 hours of placement. If the item has not yet shipped after 24 hours, cancellation may still be requested. Once an item has shipped, cancellation is no longer possible. If you refuse delivery, return shipping costs will be your responsibility (FedEx: $148 AUD per item / Freight: $443 AUD per item).

Custom Items: All sales are final. Order cancellations are not accepted.

2. Return Policy (30-Day Window)

This policy applies to orders shipped within Australia.

You may initiate a return within 30 days of receiving your item by contacting us at support@roctry.com. Returns sent without prior authorization will not be accepted.

Eligibility Requirements

  • Item must be unused, undamaged, and in its original condition with all original packaging, padding, accessories, tags, and receipt intact.
  • Valid proof of purchase is required (e-receipt, order number, or packing slip).

Non-Returnable Items

  • Custom or made-to-order products
  • Items marked "Non-Returnable" on the product page
  • Defective items sold at a discounted price due to known quality issues
  • Items without original packaging
  • Items damaged due to misuse or customer error
  • Unauthorized returns (sent without prior contact)

Return Fees

  • Unless the return is due to a manufacturing defect or shipping damage, original shipping fees are non-refundable and a 15% restocking fee will be deducted from your refund (including returns due to personal preference).
  • If original packaging is missing: an additional $90 AUD repackaging fee applies.

3. Damages & Warranty

Please inspect your order upon delivery.

Shipping Damage / Manufacturing Defect

  • Submission window: within 7 days of delivery
  • Required: order number, description of issue, clear photos/videos of the damage and packaging; retain original packaging
  • Resolution: free refund, replacement, or repair; full reimbursement of item cost, taxes, and shipping

Wrong Item / Missing Item

  • Submission window: within 7 days of delivery
  • Required: order number, photos of item received (wrong item) or package contents (missing item); retain original packaging
  • Resolution: correct or missing item will be shipped, or a full refund/replacement provided at no additional cost

Incorrect Delivery Address (Customer Error)

  • Submission window: anytime after package is returned
  • Resolution: contact us to arrange reshipment or return
  • Fees: customer is responsible for reshipment or return shipping costs ($80 AUD or more)

4. Refunds

Refunds are issued to the original payment method. Promotional codes used at purchase will be voided upon return (unless exchanging for an item of equal or greater value). Orders paid by cash or cheque will be refunded by company cheque (up to 15 business days processing time).

Refunds are processed after the warehouse receives and inspects the returned item (up to 30 days depending on return method):

Payment Method When Refund Is Initiated When You'll Receive It
PayPal Within 5–7 business days of receiving and inspecting the return Typically reflected immediately upon processing
Credit Card (incl. Apple Pay, Google Pay, Affirm) Within 5–7 business days of receiving and inspecting the return Additional time may be required by your bank or card issuer

5. Size & Fit Responsibility

Please ensure your furniture can pass through all doorways, elevators, and stairwells and fit into the intended space before ordering. Returns due to sizing issues will be refunded as Roctry store credit only (restocking fee and original shipping costs will be deducted).

6. Contact Us

For any questions or service requests, please contact our customer support team at support@roctry.com — we're happy to help.