Returns Policy

1. Introduction

At RockVine Artisan Surfaces, we are committed to delivering exceptional quality in every designer table and surface we create. While we hope you’ll love your purchase, we understand that sometimes a return may be necessary. This policy explains when and how returns, refunds, or exchanges can be made.

‍2. Eligibility for Returns

To qualify for a return:The item must be unused, in its original condition, and returned in the original packaging.Returns must be requested within 30 days of delivery.Please note: custom-made or personalised items are not eligible for return unless agreed otherwise.

‍3. How to Return an Item
Step 1:

Contact UsCall 0161 399 0368 or email sales@rockvine.co.uk with your order number, item details, and reason for return.

Step 2:

Receive Return AuthorizationOnce approved, we will provide you with a Return Merchandise Authorisation (RMA) number.This RMA must be included with your returned item.
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Step 3:

Prepare & Ship

‍Pack the item securely with all accessories, manuals, and documentation.Clearly mark your RMA number on the outside of the parcel.Ship to the address provided by our team.Customers are responsible for return shipping costs unless the return is due to our error.

‍4. Refunds & Exchanges

‍All returned items are inspected upon receipt.If approved, we will process your refund (to the original payment method) or arrange an exchange.Shipping charges are non-refundable, and the cost of return shipping may be deducted from your refund.Exchange items will be shipped at no additional charge.

‍5. Non-Returnable Items

‍Custom-made or personalised products (unless agreed in advance)
Used, damaged, or altered items
Clearance or final sale items

‍6. Damaged or Defective Items

‍If your order arrives damaged or defective, please contact us immediately at 0161 399 0368.We will arrange a swift replacement or refund.To help us resolve the issue quickly, please provide photos and a description of the problem.

‍7. Contact Us
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For any return enquiries, please reach out to our customer service team:📞 0161 399 0368✉️ sales@rockvine.co.uk‍