New Rock Direct Returns & Exchange Procedure

To ensure we deal with your return in the most appropriate manner please ensure you follow the outlined procedures. if you have any further questions on a return please do not hesitate to contact us on 0844 357 6575 between 5.00pm and 8.00pm Monday to Friday **Please note, calls to this number will cost 7p per minute, your telephone provider (including mobile providers) may add an additional access charge.**  or contact us by email at anytime.

European Returns

Non European Returns

 

Returns Procedure For Damaged Goods

If you have received a delivery and believe that the goods are damaged we will in most instances arrange a direct collection and return of the goods at our expense. The first thing we ask you to do is contact us by email with the following information:

  • New Rock Direct Order Number
  • Description of damage
  • If possible attach digital images of the damage

Where a collection has subsequently been agreed we will email a returns form to you. This must be enclosed with the package, this simply ensures we are able to process refunds or exchanges correctly on the goods arrival.

We would ask you to prepare the package for return and in a way that does not damage the original retail packaging. For your convenience return collections can often be arranged from an address and on a week day of your choice (excludes weekends) however we are unable to specify collection times.

If no alternative collection address or date is requested we will arrange the collection using the original delivery address at a date of our choice. We will then inform you of the collection date.

In the event of a custom made style being faulty, the factory will in the first instance repair the fault.  They will assess the fault and if deemed by them not a fault during the production process you may be charged for repairs.

 

Product Size or Style Exchanges

On delivery, of your goods if you wish to exchange goods for a different size or style please initially contact us with the following information:

  • New Rock Direct Order Number
  • Reason for exchange (size or style exchange)

We will email a returns note that must be enclosed with the package, this simply ensures we are able to process refunds or exchanges correctly on the goods arrival.

We would ask you to prepare the package for return and in a way that does not damage the original retail packaging. The goods must be returned to the address shown on the returns form and not our registered office address.

The responsibility for the return method and associated costs will not be met by New Rock Direct in any circumstances. We would advise that all goods are returned using a secure and tracked method as we are unable to accept responsibility for goods that are lost or damaged in transit. We require goods to be returned to us within our 30 day returns policy.

If a price difference is a subsequence of your exchange request we will arrange for any funds to be refunded to the original account holder or will invoice for any balance due. We will in all instances charge a redelivery cost of our standard delivery charge at the time of exchange.

Exchange items will only be dispatched when all outstanding balances are settled in full and the original goods have been returned.

 

Returns for Refunds

On delivery of your goods if for any reason you wish to simply return the goods for a refund please initially contact us with the following information:

  • New Rock Direct Order Number
  • Reason for refund request
  • Returns must be received within the 30 day period from date of delivery, or a credit note will be issued and you may be subject to a restocking fee.

 

Returns Procedure For Non European Orders

Our normal policy is we do not accept returns from orders placed outwith the European Union unless the goods are damaged or not as ordered, however we will review each request individually.

Please contact us by email with the following information:

  • New Rock Direct Order Number
  • Description of damage or reason for return request
  • If possible attach digital images of the damage