This page describes how we calculate refunds. Our refunds policy doesn't affect your statutory rights. Your refund and how your refund is issued may differ based on the condition of the item, how long you've had the item and how the item was purchased.
How Refunds Are Issued
Most refunds are issued within 3-5 days upon return being received.
Note: Your refund may take 2-3 business days for it to display on your payment card statement upon being processed.
You can check the status of your refund in Your Account on the order summary page.
If your refund doesn't appear in Your Account, and the processing time for your payment method has passed, contact us for further assistance.
Note: After the carrier has received your item, it can take up to 2 weeks for us to receive and process your return.
Will I be refunded any return postage costs?
We'll refund your return costs on items sold and/or fulfilled by IP-ROCO Limited, up to our standard delivery option cost, if:
you received an incorrect item, or
you received a damaged item, or
you received a defective item.
Returns and Replacements
Frequently Asked Questions
What can I return?
You may return most new, unopened items sold and fulfilled by IP-ROCO Limited within 30 days of delivery for a full refund.
When will I get my refund?
Usually in about 2-3 weeks. Most refunds are fully refunded in 3-5 days after we receive and process your return
Does IP-ROCO Limited offer replacements or exchanges?
Yes, we do. If you received a damaged or defective item, we’ll send you a replacement of the same item. If you’d like to exchange an item for something else, you can exchange for a different size or colour.
About Our Returns Policies
IP-ROCO Limited offers returns for most items within 30 days of receipt of delivery.
You can use this page to learn about our return policies. Most items sold on www.ip-roco.com follow our general return policies, but some products have different policies
or requirements associated with them.
These return policies do not affect your Statutory Rights (see below).
If a product becomes defective after 30 days you'll need to Contact Us.
For instructions on how to return items please Contact Us.
Your Statutory Rights
At IP-ROCO we want you to be delighted every time you shop with us. Occasionally though, we know you may want to return items and by law you have the right to cancel the purchase of most items within 14 days without giving any reason.
Under our 30-day returns guarantee, if for any reason you're unhappy with your purchase, you can return it to us in its original condition within 30 days of the date you received the item. Read more about our 30-day returns guarantee here.
By law, customers in the European Union also have the right to cancel the purchase of an item within 14 days beginning from the day you receive, or a third party indicated by you (other than the carrier) receives, the last good ordered by you (if delivered separately).
To cancel your purchase within the 14 day cooling-off period, you can return the product by giving the reason for the return as "I just don't want it anymore". Please package the relevant item securely and send it to us using the personalised return label within 14 days following the date that the item was delivered to you.
Please note that we cannot accept returns delivered by hand.
For your protection, we recommend that you use a recorded delivery service if the value of the return is more than £50.00.
Please note that you'll be responsible for the costs of returning the items to us unless we delivered the item to you in error, or if the item is damaged or defective.
You should be aware that once we begin the delivery process you won't be able to cancel any contract you have with us for additional services carried out by us (e.g. gift-wrapping).
As soon as we receive notice of your cancellation of this order, we'll refund the relevant part of the purchase price for that item.
Other Statutory Rights
For more information about your other statutory rights, please visit Adviceguide, a Citizens Advice website at: http://www.adviceguide.org.uk/.
If you need to contact us by post, please write to:
22 Bower Road
Harrogate HG1 5BW*
Please use the same address as above as returns address.