Refund policy
RIGHT OF WITHDRAWAL
You have the right to withdraw from this contract without giving any reason.
The withdrawal period is fourteen days from the day on which you or a third party designated by you, who is not the carrier, took possession of the (last) goods.
To exercise your right of withdrawal, you must notify us:
The Rokker Company AG
Industriestrasse 64
9443 Widnau
by means of a clear statement (e.g., a letter sent by post or an email) of your decision to withdraw from this contract. It is easier and faster to do this via our customer portal (see below).
To comply with the withdrawal period, it is sufficient to send the notification of your exercise of the right of withdrawal before the expiry of the withdrawal period.
CONSEQUENCES OF CANCELLATION
If you withdraw from this contract, we shall reimburse you for all payments we have received from you, including delivery costs (with the exception of additional costs resulting from your choice of a type of delivery other than the cheapest standard delivery offered by us) within fourteen days of the day on which we receive notification of your withdrawal from this contract.
We will use the same means of payment for this refund as you used for the original transaction, unless expressly agreed otherwise with you; in no event will you be charged for this repayment.
We may refuse to refund until we have received the goods back or until you have provided proof that you have returned the goods, whichever is earlier. You must return or hand over the goods to the following address (depending on the country) immediately and in any case no later than fourteen days from the day on which you notify us of the cancellation of the contract.
The deadline is met if you send the goods before the expiry of the fourteen-day period.
ROKKER RETURNS PORTAL
Returns must be registered via our customer portal!
You can manage returns directly in our customer/returns portal:
The first time you log in, you will need to enter the email address you used for your order. You will then receive an authentication code by email to log in to the customer portal.
Please note that returns are subject to a fee (return shipping costs). Exceptions are returns for customers from Austria and Germany. In these cases, a return label is included with the shipment.
Once we have received your return request, we will send you further instructions. Please do not send your package back until we have approved the request. Otherwise, we cannot guarantee that the process will run smoothly. Details and return addresses can be found here: https://www.therokkercompany.com/policies/shipping-policy
Returns
THE ROKKER COMPANY AG loves satisfied customers, which is why all items can be returned within 14 days of receipt in accordance with EU law.
Register returns in the customer portal
Returns must be registered directly in our customer portal so that we can refund the payment.
Enter the email address you used to place your order in the portal, and we will send you a unique six-digit code to log in. In the portal, you can see all your orders and register returns.
Items can only be returned after the return confirmation has been sent by email. Otherwise, we cannot guarantee a smooth process.
As a general rule, items must not be used, otherwise the right of return expires.
Returns must be returned complete, in their original undamaged packaging and in perfect condition. Returns, for whatever reason, must be sent to us carriage paid. Any fees and expenses incurred for repackaging or due to insufficient postage will be charged to the customer.
The shipping costs for the return are borne by the customer* (except for Germany/Austria).
If the return is not made in accordance with our instructions and/or the goods have been sent back to the wrong warehouse, the additional costs incurred will be charged to the customer.
To comply with the 14-day return period, it is sufficient to send the goods in good time (postmark).
If you exercise your right of return, the purchase contract you made in the online shop will become void upon arrival of the goods at the relevant warehouse.
Please note the following information for returns from the respective country
THE ROKKER COMPANY CUSTOMER PORTAL
Returns from Switzerland and Liechtenstein
The shipping costs for the return are borne by the customer.
The return shipment goes to our warehouse in CH - 9443 Widnau
THE ROKKER COMPANY AG
Returns
Industriestrasse 64
CH - 9443 Widnau
(Switzerland)
Returns from Germany and Austria
The return label is already included in the package. The package can be dropped off free of charge at any GLS parcel shop.
Returns should be sent to our warehouse in AT - 6923 Lauterach (Austria).
THE ROKKER COMPANY AG
Returns
c/o Sieber Transport GmbH
Bundesstrasse 120
AT - 6923 Lauterach
(Austria)
Returns Europe (except Germany and Austria)
Belgium, Denmark, France, Greece, Italy, Luxembourg, Monaco, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Sweden, Spain, Czechia, Hungary
The shipping costs for the return are borne by the customer. Returns must be registered directly in our returns portal so that we can refund the payment.
Items can only be returned after the return confirmation has been sent by email. Otherwise, we cannot guarantee a smooth process and refund.
Our return address for returns from the above countries:
Returns should be sent to our warehouse in AT - 6923 Lauterach.
THE ROKKER COMPANY AG
Returns
c/o Sieber Transport GmbH
Bundesstrasse 120
AT - 6923 Lauterach
(Austria)
Returns from the USA, Canada, Northern Ireland, UK (United Kingdom), Norway
The shipping costs for the return are borne by the customer. Returns must be registered directly in our returns portal so that we can refund the payment.
Items can only be returned after the return confirmation has been sent by email. Otherwise, we cannot guarantee a smooth process.
Returns should be sent to our warehouse in CH - 9443 Widnau
Return address for the USA, Canada, Northern Ireland, UK, Norway
THE ROKKER COMPANY AG
Returns
Industriestrasse 64
CH-9443 Widnau
(Switzerland)
Purchases from other online retailers, specialist retailers, and bike shops
Returns, complaints, and exchanges of items purchased from another online retailer must be made to that seller. This also applies to products purchased from specialist retailers, bike stores, etc. If products that were not purchased directly from us are returned to us without our express consent, they will be sent back to the sender at their expense.
Complaints
If the delivered items are defective, please notify us by email at info@therokkercompany.com:
- Provide us with the order date and order number (order confirmation)
- If possible, please attach a copy of the delivery note (photo) to help us.
- Describe the defect and its location as precisely as possible.
- Take photos of the defects and attach them as well.
We will take care of it as soon as possible after receiving your notification.