Refund Policy
Our commitment to fair and transparent refund processes for all our customers.
Our Refund Commitment
At Rocketeer, we stand behind the quality of our products and want to ensure your complete satisfaction with every purchase. We understand that sometimes a product may not meet your expectations or may arrive damaged. Our refund policy is designed to address these situations fairly and efficiently.
This policy outlines the conditions under which we offer refunds, the process for requesting a refund, and the timeframes involved. We strive to make this process as simple and transparent as possible.
Refund Eligibility
Eligible for Refund
- Products that arrive damaged or defective
- Items that are significantly different from their description
- Products returned within 14 days of delivery in original condition
- Incorrect items shipped to you
Not Eligible for Refund
- Products with signs of use or damage caused by the customer
- Items returned after 14 days of delivery
- Products without original packaging, tags, or accessories
- Digital products that have been downloaded or accessed
Refund Process
Request a Refund
Contact our customer service team through your account dashboard or by emailing support@rocketeer.com with your order number and reason for the refund.
Return the Item
If required, return the item using our provided return shipping label. Ensure the product is in its original condition with all packaging and accessories.
Receive Your Refund
Once we receive and inspect the returned item, we'll process your refund to the original payment method within 5-7 business days.
Refund Timeframes
We strive to process all refunds promptly, but please be aware of the following timeframes:
| Stage | Timeframe | Notes |
|---|---|---|
| Refund Request Review | 1-2 business days | Initial review of your refund request |
| Return Shipping | 3-5 business days | Time for the item to reach our warehouse |
| Return Inspection | 1-2 business days | Verification of the returned item's condition |
| Refund Processing | 1-3 business days | Time to process the refund to your payment method |
| Bank/Card Processing | 3-7 business days | Time for your bank to reflect the refund in your account |
Special Cases
Store Credit Option
In some cases, we may offer store credit instead of a monetary refund. This is particularly useful when:
- The original payment method is no longer available
- You prefer to make another purchase in the future
- The return period has slightly expired but we still want to accommodate you
Store credit is valid for 12 months from the date of issue.
Partial Refunds
We may issue partial refunds in the following situations:
- Only part of an order is returned
- Items are returned with minor damage or signs of use
- Items are returned without all original packaging or accessories
- Promotional or discount items that were part of a special offer
The amount of the partial refund will be determined based on the condition of the returned items and the specifics of your order.
Special Circumstances
For special circumstances not covered by our standard policy (such as extended return periods during holidays, issues with large or custom orders, or international returns), please contact our customer service team directly for assistance.
Need Help With a Return?
Our customer service team is here to help you with any questions or concerns about our refund policy.
Email Us
support@rocketeer.com
Call Us
+254 700 000 000
Live Chat
Available 9am - 5pm, Mon-Fri
Frequently Asked Questions
You have 14 days from the date of delivery to initiate a return for most items. Some seasonal or promotional items may have different return periods, which will be clearly indicated on the product page.
If you're returning an item due to our error (wrong item shipped, defective product, etc.), we'll cover the return shipping costs. For returns due to change of mind or other non-defective reasons, return shipping costs are the responsibility of the customer.
Once we receive your returned item, it typically takes 1-2 business days to inspect it and process your refund. After processing, it may take an additional 3-7 business days for the refund to appear in your account, depending on your payment provider.
Yes, we offer exchanges for items of equal value. If you'd like to exchange for an item of different value, we'll either refund the difference or charge you for the additional amount. To request an exchange, follow the same process as a return but specify that you want an exchange instead.
Policy Updates
We may update this refund policy from time to time to reflect changes in our practices or for other operational, legal, or regulatory reasons. The updated policy will be effective as of the date of posting on our website.
Last updated: May 25, 2025