EXCHANGE AND RETURN POLICY

At ROCKET, we want you to be completely satisfied with your purchase. If you are not, you have 30 calendar days from the receipt of your order to request an exchange or return from the following Returns Portal.

 

1. Return Conditions

For your request to be accepted, items must meet the following requirements:

  • They must be in perfect condition, with no signs of use, stains, or odors.
  • They must include their original packaging and all tags intact.
  • For hygiene reasons, returns of underwear or socks are not accepted.
  • Original order shipping costs are non-refundable.


    • 2. How to Manage Your Return

    The entire process is done online through our portal. When processing your request, the system will apply the following rules based on the reason:

    • Damaged / Not what I ordered: The system will obligatorily require you to upload a photograph of the product.
    • Other: A photograph will be required to be uploaded and an explanatory note added.
    • Too large / Too small / Not what I expected: Do not require additional files for automatic approval.

    Steps to follow:

    • Access the portal: Enter your order number and email.
    • Receive your label: Once approved, you will receive the shipping label by email.
    • Deliver the package: Go to the indicated courier point. If you are in Spain, you can carry the label on your mobile and Correos will print it for you.


    3. Shipping Management and Fees

    A. Countries with ROCKET Label (Cost deducted from refund)

    If you return from these countries, ROCKET manages the transportation and deducts the management cost from your final refund:

    • Spain (Peninsula), Balearic Islands and Portugal: 6 €.
    • Europe (Selected Countries): 15 €. Includes: Germany, Italy, France, Netherlands, Belgium, Austria, Poland, Denmark, Sweden, Finland, Ireland, Greece, Croatia, Czech Republic, Estonia, Latvia, Luxembourg, Slovakia, Slovenia, Bulgaria, Hungary, Cyprus and Malta.
    • United Kingdom: 20 €.
    • United States (including Puerto Rico) and Canada: 25 €.
    • Rest of the World: 35 €. Includes: Argentina, Chile, Colombia, Uruguay and Peru.


    B. Countries with Shipping at Customer's Expense

    In the following destinations, the customer must manage and pay for the shipment at their own expense with the transport company of their choice:

    • Spain: Canary Islands.
    • Europe: Norway and Switzerland.
    • America: Mexico.


    For orders destined for the Canary Islands (Spain), Norway, Switzerland and Mexico, the following special customs and return conditions apply:

    • Customs Duty Responsibility: All taxes, import fees or customs management fees in the destination country are the sole responsibility of the customer and must be paid to the transport company to receive the package.
    • Return for Non-Payment: If the order is returned to ROCKET because the customer rejects the package or does not pay the corresponding customs duties, the original shipping costs will not be refunded under any circumstances.
    • Return Costs: In the event that the transport agency charges us additional customs or transport costs to recover the rejected package, these amounts will be deducted from the refund of the products.
    • Voluntary Return Management: If you decide to make a return from these destinations, you must manage and pay for it entirely at your own expense with the carrier of your choice. It is essential that the shipment is made under the DDP (Delivery Duty Paid) modality, ensuring that the package arrives at our warehouse with all expenses paid to process your refund.


    4. Refunds and Deadlines

    • Quality Inspection: Once your return is delivered to our warehouse, our team has a period of 1 to 3 business days to verify that the garments meet all condition, labeling and hygiene requirements.
    • Payment Processing: After inspection approval, the refund will be automatically processed to your original payment method within a maximum of 10 business days from the receipt of the package at our facilities
    • Bank Reflection: We remind you that, once the refund has been issued by us, your bank or credit card company may take an additional 5 to 15 days to reflect the balance in your account.


    5. Exchanges

    If you want a different size, process it through the portal. The new product will only be shipped after the original item has been received and verified. You will receive a confirmation email as soon as your new size is on its way.

     

    6. Pop-Up and Event Sales

    Items purchased at pop-ups, sporting events or any in-person sale organized by ROCKET are subject to special conditions:

    • Returns: Items purchased at pop-ups or events are NOT refundable.
    • Exchanges: Only size or garment exchanges are allowed, and only during the days the pop-up or event is active. Once the event has ended, no exchanges will be accepted.


    7. Contact

    Any incident? Write to us at logistica@rocketathletics.es and we will help you.