Returns Policy

Hard Roock Return & Exchange Policy

At Hard Roock, we want you to be totally satisfied with your gear. If something isn’t right, we’re here to help get you sorted. We offer free returns and exchanges subject to the terms below.

1. The Critical Timeline

  • Standard Window: As a Hard Roock customer, you have the right to return or exchange your order within 3 working days of receiving it.

  • Immediate Reporting (Damaged/Wrong Items): If you received an item that is wrong (doesn't match your order) or has a manufacturing defect, you must inform us on the same day you receive the delivery. Reports made after this period may not be valid.

2. Eligibility Conditions

To be eligible for a return or exchange, your item(s) must meet the following criteria:

  • The item must be in unused condition.

  • It must be returned in the original packaging with tags intact.

  • We do not accept items that have been worn, damaged by you, washed, or altered in any way.

  • Shoes: Shoes must be returned in their original shoe box; otherwise, they are considered non-returnable.

3. Valid Reasons for Returns

Our policy covers returns only in these three specific cases:

  1. The product suffered physical damage during the shipping process.

  2. You received a wrong/different item than the one you ordered.

  3. You need to exchange the item for a different size or color.

4. The Process: How to Return/Exchange

Important Rules:

  • You must submit a return request to us first. We do not accept items sent back without a prior request.

  • You cannot open the package upon delivery and return it "on the spot" with the courier. You must accept the package and follow our standard return policy procedure.

Steps & Timeline: The entire return process generally takes around 14 working days.

  1. Create a return or exchange request. You will receive a confirmation email once done.

  2. Our shipping partner will contact you to arrange pickup. Pickup usually occurs between 4 – 7 working days after the request is confirmed.

  3. The courier will make three attempts to pick up the item. If they cannot reach you after the third attempt, the return/exchange request will be canceled.

  4. Once we receive the item, it will pass through our Quality Check (QC) team.

  5. After QC approval, our team will contact you to confirm the final details of your exchange or refund.

Note: You have the right to make a return request up to 2 times within the specified return period.

5. Bundles Policy

If you purchased a specific "bundle" offer:

  • You cannot return a single item from a bundle. To return anything from a bundle, the entire bundle must be returned, and a new order placed.

  • In this scenario, you will only be able to exchange the size of the items in the bundle.

6. Refunds and Shipping Fees

  • Exchanges: Exchanges are free of charge.

  • Shipping Fees on Errors: If you are returning an item because you received the wrong product or a damaged product, no shipping fees will be deducted from your refund.

  • Refund Method: In the event of a return for refund, you will receive a voucher via email to place a new order (the voucher has no expiration date).

    • If we try to contact you 3 times regarding your refund after receiving the item and cannot reach you, the amount will automatically be transferred as a voucher.