Returns Policy

Return and Exchange Conditions

If you’re looking to return or exchange your order, we’re here to help! We offer returns within 30 days of purchase. Please note that you will be responsible for the cost of return shipping. You can return your product for a credit, exchange or refund to the original payment method.

Before proceeding, please contact our Customer Care team to obtain a Return Authorisation (RA) number. This step is required for all returns and exchanges.

 

Contact Information

  • Phone: 07 5499 1191
  • Email: support@rockos.com.au
  • Customer Account: Log in to your account for support and to request a return.
  • Contact Us Form: Submit any queries through our online form.

 

Eligibility for Returns

  • Returns must be made within 30 days of the purchase date.
  • Items must be in their original, unused condition, with swing tags and original packaging intact.
  • Returned items must have no visible signs of wear or use. Any returned items that do not meet these conditions may be sent back to the customer at their expense, and no refund, exchange, or credit will be provided.

 

To initiate a return, please complete the following steps

  1. Reply to your order confirmation email to request which product/s you would like to return or email us at support@rockos.com.au
  2. Print the return shipping label created in the Australia Post return portal.
  3. Send all items back to us BrightEyes using the label provided. (Please note, if you choose to send your item back using a different method and your parcel is lost in transit, we are unable to assist with a lost parcel claim)

 

Faulty or Damaged Products

If your order arrives damaged, please email us at support@rockos.com.au as soon as possible with your order number and a photo of the item’s condition. We address these situations on a case-by-case basis but will do our best to work towards a satisfactory solution. Once approved, we will cover the cost of return shipping for damaged or faulty products.

 

Return Processing Time

Upon receipt of your return, we will inspect the item to ensure it meets our return conditions.

Approved refunds will be processed to the original payment method within 2 business days. Please note that any original shipping fees are non-refundable.

Exchanges and stores credits will be processed within 2 business days.

If you have any questions or require further assistance, our Customer Care team is here to help and ensure you have a positive shopping experience with us.