Refund policy

RETURNS

Thank you for trusting in Roc Sustainables to handle your sourcing needs. By choosing to source second hand, you are choosing to be a part of the solution to keep our landfills clear of textile waste.

Our product conditions range from brand new with the tags to preowned/secondhand. However, As stated in multiple places across our website, including the product descriptions, the bulk of what we provide is preowned. We take a firm stance in the fight against fast fashion and believe that all clothing has the potential to be reintroduced into the marketplace.

Although it is our goal to to achieve 100% customer satisfaction, we do not accept returns for subjective reasons such as size, style, brands, etc. or for any “expected” flaws or defects within the 15% defect rate. We also do not refund/credit original shipping costs.

Business to business, we hope to expect each other’s time. Please inspect your box within 3 (3) calendar days of confirmed delivery and file a claim, if necessary.

Please DO NOT return merchandise to us without first reaching out or else you risk forfeiting your refund to your original form of payment.

 

FILING A CLAIM

All of our boxes are sold as final sale, with a few exceptions.

Because all of our inventory is hand sorted by humans, mistakes are going to happen. We appreciate your patience while we work diligently to resolve your claim.

Due to the hand sorting process, occasionally there will be oversight concerning the brands that end up in your box. Because we firmly believe that all items have the potential to be resold, in one capacity or another, we do not offer refunds or replacements for brand variances within the 15% defect rate. At our discretion, we may make exceptions to this if the item is a brand or price point that is significantly below what was advertised.

If we have miscounted your box and you receive less items than you were supposed to, please reach out and let our customer service team know at info@rocsustainables.com. We will happily offer replacements or refund/store credit for the missing items.

If you have received a box that has severe defects outside of the “expected defects” and those severe defects exceed the 15% defect rate, please reach out to our customer service team so we can make it right. Please be aware that we evaluate these on a case by case basis and will require supporting evidence to support your claim such as but not limited to photographs, etc. We would greatly appreciate your cooperation when dealing with these claims.

ALL RE:GEN BOXES ARE FINAL SALE WITH NO REPLACEMENTS OR REFUNDS OFFERED AS IT IS EXPECTED FOR THESE BOXES TO HAVE UP TO OR, IN SOME CASES EXCEEDING, A 50% DEFECT RATE.

You can expect all resolutions (replacement/refund/credit) to occur within 10 business days.

 

CUSTOM ORDERS

Custom orders are subjected to same return standards as described above. There will be no replacements, returns or credits for subjective reasons. See above.

 

CHARGEBACKS

We encourage you to reach out to and work with our customer service team at info@rocsustainables.com if an issue should arise as this is the quickest and easiest way to reach a solution. If a chargeback is filed with your financial institution at any point in time during the claim process, it will void your claim with Roc Sustainables. After we are notified of the chargeback by your financial institution, we will attempt to reach out to you ONCE to see if you would like to close the chargeback and continue the claim process with us. If no response is received within (7) calendar day, we will respond accordingly to the dispute with the necessary supporting documents. We will not issue any replacements, refund or credits while a chargeback is open, even if you have shipped your order back to us. Please understand that chargeback disputes can take months to resolve and we have no control over this timeframe.