Returns
Complaints, Exchanges and Returns
ROCK EMPIRE
1. Product complaints
If the product you purchased has a defect or does not match the description, you have the right to file a complaint.
How to proceed:
- Contact us by email or phone:
eshop@rockempire.cz
+420 412 704 161 - In your message please include:
- your order number
- a description of the problem
- photos of the damaged product
- After contacting our customer service, send the product to:
ROCK EMPIRE s.r.o. – Complaints
Ústecká 1918/95
Děčín V-Rozbělesy
405 02 Děčín
Czech Republic
Your complaint will be processed according to applicable legislation, no later than 30 days after we receive the product.
2. Product exchange
If you find within 14 days that you need to exchange the product (for example because of the wrong size), please follow these steps:
1. Withdraw from the contract
Fill in the withdrawal form (see below).
2. Prepare the product
Please return the product:
- unused
- unwashed
- with original tags
- ideally in the original packaging
3. Send the parcel to:
ROCK EMPIRE s.r.o. – Exchange
Ústecká 1918/95
Děčín V-Rozbělesy
405 02 Děčín
Czech Republic
4. Place a new order
Please create a new order in our e-shop:
www.rockempire.com
The new product can be sent cash on delivery or after online payment by card.
3. Right of withdrawal
The customer has the right to withdraw from the purchase contract within 14 days without giving any reason.
The withdrawal period begins on the day you receive the last item of your order.
How to withdraw from the contract
Inform us by email or letter:
eshop@rockempire.cz
ROCK EMPIRE s.r.o.
Ústecká 1918/95
Děčín V-Rozbělesy
405 02 Děčín
Czech Republic
You may use the model withdrawal form below.
The goods must be sent back within 14 days after the withdrawal notice.
Refund
We will refund your payment within 14 days after receiving your withdrawal notice.
The refund will be made using the same payment method you used for the purchase.
We may withhold the refund until we receive the returned goods or proof that they have been sent.
The customer bears the cost of returning the goods.
Model withdrawal form
Addressee:
ROCK EMPIRE s.r.o.
Ústecká 1918/95
Děčín V-Rozbělesy
405 02 Děčín
Czech Republic
Phone: +420 412 704 161
E-mail: eshop@rockempire.cz
I hereby withdraw from the contract for the purchase of the following goods:
Product: .........................................
Ordered on: ........................
Received on: .........................
Consumer name: .........................................
Order number: .........................................
E-mail: .........................................
Phone: .........................................
Consumer address: .........................................
Consumer signature (only if this form is sent in paper form): ..............................
Date: .........................................