Refund policy

1. Order Cancellation

Non-Custom Items: You may cancel an order as long as it has not yet shipped or is on backorder. Once an item has shipped, cancellation is no longer possible. If you refuse delivery, return shipping costs will be your responsibility (FedEx: $137 CAD per item / Freight: $410 CAD per item).

Custom Items: All sales are final. Order cancellations are not accepted.

2. Return Policy (30-Day Window)

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.

Return Process

Eligibility Requirements

• Item must be unused, undamaged, and in its original condition with all original packaging, padding, accessories, tags, and receipt intact.
• Valid proof of purchase is required (e-receipt, order number, or packing slip).

Non-Returnable Items

• Custom or made-to-order products
• Items marked "Non-Returnable" on the product page
• Defective items sold at a discounted price due to known quality issues
• Items without original packaging
• Items damaged due to misuse or customer error
• Unauthorized returns (sent without prior contact)

Return 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 $80 CAD repackaging fee applies.

3. Damages & Warranty

Please inspect your order upon delivery.

Shipping Damage / Manufacturing Defect

• Submission window: within 7 days of delivery
• Required: order number, description of issue, clear photos/videos of the damage and packaging; retain original packaging
• Resolution: free refund, replacement, or repair; full reimbursement of item cost, taxes, and shipping

Wrong Item / Missing Item

• Submission window: within 7 days of delivery
• Required: order number, photos of item received (wrong item) or package contents (missing item); retain original packaging
• Resolution: correct or missing item will be shipped, or a full refund/replacement provided at no additional cost

Incorrect Delivery Address (Customer Error)

• Submission window: anytime after package is returned
• Resolution: contact us to arrange reshipment or return
• Fees: customer is responsible for reshipment or return shipping costs ($70 CAD or more)

4. Refunds

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 are processed after the warehouse receives and inspects the returned item (up to 7 days depending on return method):

5. Size & Fit Responsibility

Please ensure your furniture can pass through all doorways, elevators, and stairwells and fit into the intended space before ordering. Returns due to sizing issues will be refunded as Roctry store credit only (restocking fee and original shipping costs will be deducted).

6. Contact Us

For any questions or service requests, please contact our customer support team at support@roctry.com — we're happy to help.