Refund policy

Please read this Return and Refund Policy (the “Policy”), which sets out your options if, for any reason, you are not completely satisfied with a purchase.

The following terms are applicable to any products that are purchased via the Website.

1. Definitions and Interpretation

Unless otherwise stated, the capitalized terms used in this Policy shall have the same meanings as those defined in the Website Terms and Conditions and Acceptable Use Policy ("Terms and Conditions"). Words denoting the singular include the plural and vice-versa. Headings are for convenience only and do not affect interpretation.

2. Rights to a Repair or Replacement Product and Your Cancellation Rights

All customers may return a product to the relevant Brand and obtain a replacement of the product or a repair from the Brand that sold the product where the product is:

  • faulty, defective or damaged;

  • not of satisfactory quality;

  • does not match the description on the Website; or

  • different from the one you ordered.

In order to return a product and have it replaced or repaired, please contact The Future Rocks at contact@thefuturerocks.com or by contacting our online customer service through the live chat function on the Website within 14 days of receiving the product, stating clearly the order number and product that you wish to return and telling us the reason a replacement product or repair is required. We will inform the relevant Brand and arrange to have the product collected from you and, if the Brand agrees to accept the return of the product and to repair or replace it, the Brand will cover the cost of the return shipment.

 Depending on where you live, you may also have a right to cancel your order under relevant laws and regulations applicable in the country or territory in which you reside within a set cancellation period after you placed the order or made the purchase. This means that, during the cancellation period, if you change your mind or for any other reason you decide you do not want to keep the purchased product, you may notify us of your decision to cancel the order. In this case, subject to clause 3 of this Policy, once the product is returned to the relevant Brand, you will receive a full refund.

Except in relation to certain types of products as set out in clause 3 of this Policy, you may cancel an order (or part of an order) at any time before your product is delivered and up to 14 days afterwards, beginning on the day after you received the products ("cooling-off period").

To cancel an order, you must clearly inform us, preferably by email to contact@thefuturerocks.com or by contacting our online customer service through the live chat function on the Website, stating clearly the order number and product that you wish to return and telling us the reason for your cancelation via the online interface on the Website. 

If you cancel an order (or part of an order) within the cooling-off period, we will arrange for pickup of the product after we are notified of the return request. You must ensure the item(s) comply with the conditions of this Policy. We will process the refund due to you as soon as possible.

In any case, we will strive to complete the refund within 30 days after the day on which the Brand receives your return.

 For international shipments, we will arrange to collect from you the product you wish to return. For domestic shipments or for shipments outside of our service area, the Brand will arrange for collection of the product you wish to return. You are responsible and liable for what happens to the product whilst it remains in your care and before it is collected by the relevant courier. Please do ensure that utmost care is taken when preparing the product to be picked up.

We will use the same means of payment to refund you as you used for the order, and you will not incur any fees for such refund, and you will not be required to cover the cost of return shipping. The taxes and import duties you paid in relation to the product will be refunded to you where you are returning a faulty or incorrect product. In all other cases (including where you are exercising your right as a consumer to change your mind), you will be responsible for reclaiming any such tax or duty directly from your local customs office.

 3. Conditions for Return

 3.1. To be eligible for a return for a refund, please make sure that the products are:

  • not damaged, scratched or soiled;

  • unused with all original tags intact and attached thereto; and

  • in the original packaging (where provided, any designer packaging such as authenticity cards, dust bags and additional tags should be included therein).

We reserve the right to reject returns and not to provide a refund of any products that do not meet the above return conditions. In addition, we are unable to proceed with a refund without the actual receipt of the product or proof of receipt of return delivery.

Please note that the products made to your specifications, bespoke, engraved or clearly personalized cannot be returned nor refunded. Piercing products (including earrings) also cannot be returned or refunded for hygiene reasons. Additionally, certain products which are sealed for hygiene reasons cannot be returned once unsealed after you receive them.

3.2. To be eligible for a replacement product or repair, please ensure that:

  • you inform TFR as soon as you discover the alleged defect and in any event, within 14 days of receiving the product;

  • unused with all original tags intact and attached thereto; and

  • in the original packaging (where provided, any designer packaging such as authenticity cards, dust bags and additional tags should be included therein).

  • If you are exercising your right to cancel during the cooling-off period:

  • the Brand may reduce your refund of the price (excluding delivery costs) to reflect any reduction in that the value of the products, if this has been caused by your handling them in a way that would not be permitted if you were handling the product in a shop before purchasing it.

  • the maximum refund for delivery costs will be the costs of delivery by the standard delivery method used to ship the product to you.

  • Any item that you return to us or to the Brand without first making a return notification via our Website will not be processed for a refund nor shipped back to you.

4. Exchange

We will not accept any request to exchange products you wish to return for other products, except where the Brand has sent the wrong product to you. 

5. Returning Products

You accept that we are providing a service to the Brand to assist with returns and refunds. Your rights under this Policy are subject to your contract with the Brand for the purchase of the product and we have no contractual obligation to you in respect of any return or refund.  We shall not be held responsible for any product damaged or lost in the return shipment.  

To the maximum extent permitted by law, you accept that we shall have no liability to you for any delay in providing you with a refund, or for any delay in providing a replacement product or carrying out a repair. The Brand is solely responsible for the decision to grant a refund to you, to take out insurance on the return shipment of the product, and to carry out any repair to a product or to send you a replacement.

Under no circumstances will any taxes and import duties be refunded to you. You will be responsible for reclaiming any such tax or duty directly from your local customs office. 

Please refer to the terms and conditions of the sales contract with the Brand for information on your rights.

6. Contact Us

If you have any questions about this Policy, please contact us by email to contact@thefuturerocks.com or by using the online live chat function on the Website.

7. Translation

In the event of any discrepancy or inconsistency between the English and other local language versions of this Policy, the English version will prevail.

 

Country and Territory-Specific Terms

European Union and United Kingdom

Provided that you live in the European Union or the UK, you have a legal right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 ("CCRs") or equivalent consumer legislation in the EU. This means that, during a certain cancellation period, if you change your mind or for any other reason you decide you do not want to keep the purchased products, you can notify us of your decision to cancel the order. You have 14 days after the day you (or someone you nominate) receive the products to return the products, unless your products are split into several deliveries over different days, then you have until 14 days after the day you (or someone you nominate) receive the last delivery. If you are resident in the UK, the 14-day cancellation period includes UK public holidays, Saturdays and Sundays but if a period would otherwise end on one of these days, the cancellation period will be extended to the end of the next working day.

Once the products are returned to the relevant Brand, you will receive a full refund, including the original delivery costs.

If you would prefer, you may choose to exercise your right for the Brand to repair or replace the product instead. Please inform us of your preference when you contact us.

Japan

If you live in Japan, Section 7 above shall not apply to you and shall be replaced by the following:

In the event of any discrepancy or inconsistency between the English and the Japanese versions of this Policy, the Japanese version will prevail.