Shipping & Returns
Red Rock UK · Customer support
Returns & Refunds
Changed your mind or having an issue with your purchase? We're here to make getting things sorted as straightforward as possible.
How to return an item
Three simple steps to get your return moving.
Choose your return method
Choose the appropriate return option in our policy section below. For marketplace purchases, you can also open a return through your original order.
Pack your item securely
Include the item and any supplied accessories. Remove personal accounts, disable activation locks and securely package the parcel for transit.
Send it back
Follow the return instructions and retain your proof of posting or collection. We'll check your return and process the appropriate resolution.
Our returns policy
The next steps depend on why you're returning your item.
30-day change-of-mind returns
For purchases made directly through Red Rock UK, you can request a return within 30 days of delivery if you've simply changed your mind.
- Items should be returned unused, with supplied accessories and, where available, original packaging.
- Please take reasonable care of the item while it's with you.
- Return postage for change-of-mind orders is normally your responsibility, unless we've agreed otherwise.
- Refunds are made to the original payment method, subject to applicable consumer rights.
Faulty, damaged or incorrect items
If your order has arrived faulty, damaged, incorrect or not as described, please get in touch through our ‘contact us’ button so we can help.
- We can arrange an appropriate prepaid return option where a return is needed.
- Depending on the circumstances and your warranty status, we'll arrange a refund, repair or replacement.
- We request that you return the item in original packaging where possible.
- Refurbished products are also covered by applicable consumer rights.
Important:
If you’re unsure whether your item is eligible for return then please get in touch.
Frequently asked questions
Do I have to pay for return postage?
For a change-of-mind return, return postage is normally your responsibility unless we agree otherwise. If an item is faulty, incorrect or not as described, we'll cover reasonable return costs where required and provide an appropriate return method.
Can you collect my return from home?
Our Royal Mail returns service offers collection options for eligible returns, including options that don't require you to print a label. Available services are shown when arranging the return.
When will I receive my refund?
Once your return has been received and checked, we'll process any refund due to your original payment method within two working days excluding bank holidays. Your bank or payment provider may take a few additional working days to show the funds.
What if I no longer have the original box?
For a change-of-mind return, please include original packaging where available. For faulty goods, not having the original box does not remove your statutory rights. In all cases, package the item securely to help prevent damage in transit.
What if I have an issue after 30 days?
Please contact us. Many products are supplied with up to 12 months of seller warranty, depending on the listing, and your consumer rights may apply beyond the voluntary return period.
Can I exchange an item?
We usually recommend returning the original item for a refund and placing a new order for your preferred item. If the item is faulty, contact us so we can discuss the appropriate remedy.
Need a hand with your return?
Our UK team is happy to help. Have your order number ready so we can assist quickly.