Refund Policy

Effective Date: October 15, 2026

1. Your Cancellation & Refund Rights

  • You have 14 calendar days from delivery to request a return for an eligible unused item.
  • After notifying us, you have a further 14 days to return the item to receive a full refund.

2. Eligibility

  • Eligible items must be unused, in original packaging, and include all tags, parts, and accessories.
  • Non-returnable items: personalized/customized decks, digitally accessed content, perishable goods, gift cards, and clearance/sale items.

3. How to Return

  1. Contact us at support@decksrock.com within 14 days of delivery to request a return authorization.
  2. We’ll provide return shipping instructions.
  3. Ship the item back within 14 days after RMA issuance, ensuring it’s well-packaged and protected.

4. Refund Processing

  • Once received and inspected, refunds are issued to the original payment method within 5–7 business days. Return shipping costs are handled as described in Sections 5 and 6.
  • After we issue a refund, PayPal returns it to the original payment method. Depending on how the order was paid, the funds may appear in the PayPal balance on the same day, take up to 30 days for a bank account or debit card, or take 1–2 billing cycles for a credit card to show the refund. These payment-provider times begin after we issue the refund.

5. Return Shipping & Fees

  • Customers are responsible for return shipping costs, except when the item is defective or incorrect. Damage caused during customs inspection follows Section 6.
  • Standard return shipping costs are non-refundable except where we cover them under Section 6 or applicable law requires otherwise.
  • No restocking fee applies to eligible unused items returned in their original condition. Items returned used or damaged are not eligible for a standard return; contact us if the item arrived defective or incorrect.

6. Defective or Incorrect Items

  • If you received a defective, damaged, or incorrect item, contact us within 30 days. Except for damage caused during customs inspection (see below), we’ll cover return shipping costs and either replace the item or issue a full refund. This contact timeframe does not limit any consumer rights under applicable law.
  • If an item was damaged during customs inspection, contact us for return instructions. We accept its return and will refund the item price after receiving and inspecting it. The customer pays return shipping unless applicable law requires otherwise.

7. Exchanges & Store Credit

  • We do not offer direct exchanges.
  • You may choose between a full refund or store credit (valid for 6 months) for eligible returns.

8. International Returns

  • International returns follow these conditions:
    • For eligible unused returns, customers pay return shipping and handle customs clearance. Where Section 6 says we cover return shipping, that exception also applies to international returns.
    • The same 14 + 14 day return timeline (notification + shipment) applies.

9. How to Submit a Claim

To initiate a refund or warranty claim, email:

support@decksrock.com
Subject: Refund/RMA Request – Order #[Your Order Number]

Include your name, order number, and reason for return.

10. Policy Visibility & Updates

  • This policy is linked in the footer, on product pages, and during checkout.
  • We may update this policy; the Effective Date will be revised accordingly.