Refund policy

Roccia Dura Innovation Group Inc.

Effective Date: April 27, 2026

Claims & Returns Email: RMA@rocciadura.com

This Policy is incorporated into and governed by our Terms of Service. By completing a purchase, you agree to the terms set out below. If you have questions at any time, our team is available at RMA@rocciadura.com.

We hope you love your Roccia Dura Innovation Group Inc. purchase, but if something isn’t quite right, we’re here to help. You may return eligible products within 30 days of your purchase date, as long as they meet the return requirements below. Custom, made-to-order, special-order, and final-sale products are excluded.

Return Requirements

To ensure a smooth return process, please note the following:

  • A receipt is required for all returns.
  • Items must be brand new, unused, and uninstalled. To qualify for a return with no return or restocking fee, the item must also be in perfect condition.
  • Products that have been used, installed, cut, fabricated, altered, or otherwise modified are not eligible for standard return.
  • Include all original hardware, accessories, and documentation.
  • Products must be returned in their original packaging and secured with all original protective materials, including the shipping pallet, shrink wrap, and foam.
  • Items must be placed inside the original shipping carton to prevent damage in transit.
  • Once the return is initiated, the product must arrive at our warehouse within 30 days of the purchase date.

Excluded Products and Custom Deposits

Custom, made-to-order, special-order, and final-sale products are not eligible for return. Deposits for custom orders are non-refundable.

Cost of Return

  • There are no return or restocking fees if the item is returned within 30 days and in its original condition and packaging.
  • Return shipping costs are the responsibility of the customer. This includes freight charges for large or heavy items. We recommend a trackable shipping method and retaining proof of shipment. The Company is not responsible for items lost or damaged in return transit.
  • Original shipping and handling charges are non-refundable.
  • Items returned damaged or improperly repackaged may incur a restocking fee of up to 25%. This can be avoided by carefully using the original packaging materials for your return.

Regular Order Cancellations

If you cancel a regular order before shipment, a cancellation fee of $20 per item will be deducted from your refund.

If Roccia Dura Innovation Group Inc. cancels your order, you will receive a full refund. If we notify you of a pricing error and you choose to cancel rather than proceed at the corrected price, you will also receive a full refund. The $20-per-item cancellation fee does not apply to either situation.

Refund Process

  • Refunds will be issued to your original payment method.
  • If you used a credit card, the refund will go back to that same card.
  • Please allow up to 5 business days for us to process your refund once the return is received.
  • An additional 5–10 business days may be required for your bank or card issuer to reflect the refund on your account.

How to Start a Return

  1. Carefully repackage the product using all original materials, especially the pallet, which is required for freight pickup. We are unable to proceed with the pickup without it.
  2. Email your return request to RMA@rocciadura.com.
  3. We’ll email you a return shipping label.
  4. Print the label and affix it securely to your package.
  5. Our team will coordinate a scheduled pickup with you. Missed appointments may be subject to a $150 rescheduling fee.

Damaged or Defective Items

The reporting deadlines and packaging requirements in this section apply to delivery and initial inspection claims. They do not shorten coverage for manufacturing defects under our Two-Year Limited Warranty. Original packaging is not required for a warranty claim. Nothing in this policy limits rights or remedies that cannot lawfully be excluded or limited.

DELIVERY-DAMAGE CLAIM DEADLINES
Report delivery damage within twenty-four (24) hours of delivery and submit complete documentation within forty-eight (48) hours of delivery. These are elapsed hours, not business hours. The 30-day standard-return period does not extend these claim deadlines.

Although uncommon, items are occasionally damaged in transit or may have concealed damage that is not visible at the time of delivery. If your order arrives damaged or defective, follow the separate claim process below. Items damaged on delivery are handled through this process rather than a standard return; the Company will provide a replacement, partial repair compensation, or refund as determined after claim review. The standard-return condition fee does not apply to this separate delivery-damage claim process.

Inspect Upon Delivery. Inspect all items and packaging at the time of delivery before signing the carrier's delivery receipt. If visible damage is present, note it in writing on the carrier's delivery receipt before signing and photograph the damage before the driver departs. For freight (LTL) shipments, please also refer to our Freight Shipping Insurance Policy for additional requirements.

Report Delivery Damage Within 24 Hours. Even if damage is not visible at delivery, you must report delivery damage to RMA@rocciadura.com within twenty-four (24) hours of delivery. For defects unrelated to delivery damage, submit the initial claim within forty-eight (48) hours of delivery with your order number, a written description, and clear photographic or video evidence, including packaging images. Delayed reporting may affect your eligibility for a remedy.

Complete Delivery-Damage Documentation Within 48 Hours. Complete documentation for delivery-damage claims must be submitted to RMA@rocciadura.com within forty-eight (48) hours of delivery. Delivery-damage claims without complete documentation by this deadline cannot be accepted. For defect claims unrelated to delivery damage, complete documentation must be submitted within five (5) business days of delivery. Your complete claim must include:

  1. Your order number and contact information;
  2. A written description of the damage or defect, specifying which item(s) are affected;
  3. Close-up and wide-angle photographs of the damaged product(s);
  4. Photographs of all outer packaging, protective materials, and the shipping label; and
  5. A copy of the signed delivery receipt, including any damage notations made at the time of delivery.

We may request additional documentation, such as video evidence, to support the claim with our manufacturer or shipping partner. Please retain all original packaging and damaged items until the claim is fully resolved.

Do Not Install, Alter, or Discard Damaged Items
Products that have been installed, cut, fabricated, altered, or whose original packaging has been discarded before claim approval may not qualify for a replacement or refund. Please wait for written claim approval before proceeding.

Claim Review and Resolution. Once a complete claim is received, our team will:

  • Acknowledge receipt within two (2) business days;
  • Review all submitted documentation and determine eligibility;
  • Communicate a resolution decision within five (5) business days of receiving a complete claim; and
  • Coordinate pickup of damaged items (if required) and ship approved replacements promptly.

Approved resolutions may include replacement parts, full product replacement, partial refund, or full refund if a replacement is unavailable. The Company will determine the appropriate remedy based on the nature and extent of the damage and product availability.

Carrier Responsibility. Roccia Dura utilizes independent third-party freight and trucking companies for delivery. The Company does not own, operate, or control the vehicles or drivers used for delivery. While we make every effort to select reliable carriers and monitor delivery standards, certain transit conditions are outside our control. By following this Policy's reporting requirements, you preserve the Company's ability to pursue claims with the carrier and insurance provider on your behalf.

Exchanges

We do not offer direct product exchanges. If you wish to receive a different item, you may initiate a return for an eligible item under this Policy and place a new order separately.

Questions

Roccia Dura Innovation Group Inc.
Email: RMA@rocciadura.com

Return Summary

Time: We accept eligible returns that are brand new and uninstalled within 30 days of the purchase date. The returned product must arrive at our warehouse within that period.

Status: Custom, made-to-order, special-order, and final-sale products are excluded. Other returned products must be brand new, unused, and uninstalled. Perfect condition and original packaging are required for a return with no return or restocking fee; damaged or improperly repackaged returns may incur the fee described above.

Cost: There are no return or restocking fees if the item is returned within 30 days in its original condition and packaging. Customers are responsible for return shipping costs. Damaged or improperly repackaged returns may incur a restocking fee of up to 25%. Return the product using all original protective materials, including shrink wrap and foam, to help prevent damage.

By completing a purchase with Roccia Dura Innovation Group Inc., you acknowledge that you have read, understood, and agree to the terms of this Returns and Cancellations Policy.