ROCK Networks understands that there might be occasions where a product needs to be returned to us. For returns caused by our error, a full refund for the returned goods will be processed. Refunds for all other returns will be processed, less any programming, shipping and handling charges, and applicable restocking fees.
All returns require a Return Material Authorization (RMA) before shipment back to ROCK (via the ROCK Networks office at 89 Cutler Ave. Unit 104, Dartmouth, NS B3B 0J5.
ROCK will accept the return of standard product from our customers within 15 days of the delivery date, provided the goods are in original condition complete with all original packaging, documentation and accessories (where applicable). In this case, a full credit of the order amount will be issued (minus any shipping and handling costs). ROCK reserves the right to refuse the return if the goods do not meet the requirements.
ROCK will accept the return of non-standard products within 15 days of the delivery date, provided the goods are in original condition complete with all packaging, documentation and accessories (where applicable) and provided the goods can be returned to our supplier. A minimum 30% restocking charge will apply in this case. ROCK reserves the right to refuse the return if the goods do not meet the requirements.
Returns Process
The customer requests an RMA form from online@rocknetworks.com and returns the completed form, via the same email address, to ROCK.
The customer will be emailed an RMA approval number once the completed form is received by ROCK, provided the policy guidelines are met.
The customer can then return the goods to ROCK complete with the RMA approval number.
For standard products, the goods are returned (prepaid) to ROCK by the customer, and a credit will be issued if the returned goods meet all the necessary requirements.
For non-standard products the goods are returned (prepaid) to ROCK by the customer and a credit will be issued if the returned goods meet all the necessary requirements and when the restocking charges are fully known.
When the returned goods are received at ROCK the customer will receive notification of this, complete with all pertinent information.
