Shipping, Delivery, and Refund Policy
Last Updated: December 2024
At Roaring Rocket Distribution Networks (Pty) Ltd (‘Roaring Rocket’), we are committed to providing a seamless shopping experience for our customers. This policy outlines the terms and conditions governing shipping, delivery, and refunds for physical products purchased through our platform. Please read this carefully before placing an order.
1. Shipping and Delivery Policy
1.1 Coverage and Regions
- Roaring Rocket ships exclusively within South Africa.
- Roaring Rocket uses third-party courier services.
- Deliveries are made to physical addresses only. We do not deliver to P.O. Boxes.
1.2 Delivery Timelines
- Standard delivery takes 3 to 7 business days, depending on your location.
- Orders placed before 12:00 PM (SAST) on business days are processed on the same day.
- Orders placed after this time or on weekends/public holidays will be processed on the next business day.
1.3 Shipping Costs
- A flat delivery fee of ZAR 50 applies to all orders under ZAR 500.
- Orders over ZAR 500 qualify for free shipping.
1.4 Delivery Delays
While we strive to deliver orders within the estimated timeframe, delays may occur due to:
- Unforeseen logistical challenges.
- Weather conditions or natural disasters.
- Public holidays or peak shopping periods.
In such cases, we will notify you promptly and work to resolve the issue. Roaring Rocket cannot be held responsible for delays caused by third-party courier services.
1.5 Lost or Damaged Items
If your order is lost or arrives damaged:
- Report the issue to [email protected] within 7 days of receipt.
- Provide your order number and photographic evidence. We will investigate and, where appropriate, issue a replacement or refund.
2. Refund and Return Policy
2.1 Refund Eligibility
- Customers are eligible for a full refund if the request is made within 30 days of receiving the product.
- Refunds apply to:
- Products that arrive damaged or defective.
- Orders where the wrong item was delivered.
- Products returned in their original, unused, and unopened condition.
2.2 Return Process
To request a return or refund:
- Contact [email protected] with your order details and reason for the return.
- Our team will provide a return authorisation and instructions.
- Pack the item securely and return it via a trusted courier service. The customer is responsible for return shipping costs unless the return is due to an error on our part (e.g., damaged or incorrect items).
2.3 Refund Timeline
- Refunds are processed within 10 business days after the returned item has been received and inspected.
- Refunds are issued to the original payment method used during the purchase.
2.4 Non-Refundable Items
The following items are non-refundable:
- Products not returned in their original condition (e.g., used, or damaged by the customer).
- Items returned after the 30-day refund period.
2.5 Cancellations
- Orders can be cancelled if the cancellation request is made before the order has been shipped.
- To cancel an order, contact [email protected] as soon as possible.