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: You may cancel an order as long as it has not yet shipped or is on backorder.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 must submit a return request to Roctry Customer Service (email: support@roctry.com) within 30 days of receiving your order and before sending the item back. Once your return request is approved, our customer service team will provide you with the designated return shipping address and a return authorization code. Please do not ship the item until you have received the return shipping address and return authorization code from us. Returns sent without prior approval or without a valid return authorization code will not be accepted.

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: The customer is responsible for all return shipping costs, and a 15% restocking fee will be deducted from the refund. 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.
• Any promotional discounts applied to an order are non-refundable. In the event of a return, the refund will be based solely on the actual amount paid by the customer after all applicable discounts have been deducted.
  

Refund Processing & Timeline

Refunds will be processed after the warehouse receives and inspects the return (up to 7 business 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.