Returns & Exchanges

We want you to be completely satisfied with every Roctry office furniture item. If you are not satisfied, you may request a return or exchange in accordance with the following policy (shipping fees are non-refundable except for items with manufacturing defects or shipping damage).

1. Order Cancellation Policy

• Non-Custom Items: Free cancellation within 24 hours of placing the order. Cancellation is still allowed if the item has not been shipped after 24 hours. No cancellation is permitted once the item is shipped; if you refuse the package, you will be responsible for return shipping fees (US$100 per item via FedEx / US$300 for truck delivery).
• Custom Items: Order cancellation is not accepted.

2. Return Policy (30-Day Validity)

You may initiate a return request with Roctry customer service (email: support@roctry.com) within 30 days of receiving the item. Returns sent without prior contact will be rejected.

Eligibility for Returns

• Items must be in new, unused, undamaged condition with all original packaging, padding, hardware, labels, and receipts retained.
• A valid proof of purchase (e-receipt, order number, or packing slip) is required.

Non-Returnable Items

• Custom-made items
• Items marked "Non-Returnable" on the product page
• Discount-priced defective items (sold due to quality issues)
• Items without original packaging
• Items damaged due to misuse or customer error
• Unauthorized returns (sent without prior contact)

Return-Related Fees

• For returns other than manufacturing defects or shipping damage: Shipping fees are non-refundable, and a 15% restocking fee (deducted from the refund) will apply (this also applies to returns due to personal preference).
• If original packaging is missing: An additional US$59 repackaging fee will be charged.

3. Damage & Warranty Instructions

Please inspect the item thoroughly upon delivery:

Shipping Damage / Manufacturing Defects

• Submission Window: ≤7 days after delivery
• Steps: Provide your order number & issue description; upload clear photos/videos (showing the issue/packaging); retain original packaging.
• Service: Free refund/exchange/repair; item amount, taxes, and shipping fees will be refunded.

Wrong Item / Missing Item

• Submission Window: ≤7 days after delivery
• Steps: Provide your order number & issue description; upload photos of the received item (for wrong items) or package/contents (for missing items); retain original packaging.
• Service: After verification, we will send the correct/missing item, or provide a refund/exchange (no additional fees).

Incorrect Delivery Address (Customer Error)

• Submission Window: Anytime
• Steps: Contact customer service after the package is returned to arrange re-delivery or return.
• Fees: Customer is responsible for re-delivery fees or return shipping fees of US$50 or more.

4. Refund Details

Refund Methods

• Refunds will be issued to the original payment method.
• Promo codes used for the purchase will be invalid after return (unless exchanging for an item of equal or higher value).
• Orders paid via cash or check will be refunded by company check (processing time up to 15 business days).

Refund Processing & Timeline

Refunds will be processed after the warehouse receives and inspects the return (up to 30 days, depending on return method):

5. Self-Measurement Responsibility

Ensure the office furniture can fit through all doorways, elevators, stairs, and into the reserved space. For returns due to size issues, refunds will only be issued as Roctry gift cards (restocking fee and original shipping fee will be deducted).

6. Service Requests

If you are dissatisfied with the item or need assistance, please contact the Roctry customer service team—we are here to help.