Refund policy

Information on the right of withdrawal


Right of withdrawal for consumers

(Any natural person who enters into a legal transaction for purposes that cannot be predominantly attributed to their commercial or independent professional activity is considered a consumer).

Information on the right of withdrawal

Right of withdrawal

You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period is 14 days from the day

  • when you or a third party designated by you, other than the carrier, has taken possession of the goods, provided that you have ordered one or more goods in a single order and these are delivered together;
  • when you or a third party designated by you, other than the carrier, has taken possession of the last item, provided that you have ordered several items in a single order and these are delivered separately;
  • in which you or a third party designated by you, other than the carrier, has taken possession of the last partial shipment or the last piece, provided that you have ordered goods that are delivered in several partial shipments or pieces.

To exercise your right of withdrawal, you must notify us (ROC-Products GmbH, Hohe Bleichen 8, 20354 Hamburg, Germany, telephone: +49 40 524797620, email: service@roc-products.de) by means of a clear statement (e.g., a letter sent by post, fax, or email) of your decision to withdraw from this contract. You may use the attached model withdrawal form for this purpose, but this is not mandatory.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Consequences of revocation

If you revoke this contract, we will refund all payments we have received from you, including shipping costs (except for additional costs resulting from your choice of a type of shipping other than the cheapest standard shipping we offer), without delay and no later than 14 days from the date on which we received notification of your revocation of this contract. We will use the same means of payment for this refund as you used for the original transaction, unless expressly agreed otherwise with you; in no event will you be charged for this refund.

We may refuse to refund until we have received the goods or until you have provided proof of return, whichever occurs first.

You must return or deliver the products to us without delay and, in any case, within a maximum period of 14 days from the date on which you informed us of the termination of this contract. The deadline will be considered met if you send the products before the 14-day period expires.

You will bear the direct costs of returning products that can be sent by parcel, as well as the direct costs of returning products that cannot be sent by parcel. The costs for products that cannot be sent by parcel are estimated at a maximum of approximately 50 euros.

You will only be liable for any loss in value of the goods if such loss is due to handling of the goods that is not necessary for checking their nature, properties, and functioning.

Reasons for exclusion or termination

The right of withdrawal does not apply to contracts:

  • for the delivery of products that are not prefabricated and for whose manufacture an individual selection or determination by the consumer is decisive or that are clearly adapted to the personal needs of the consumer;
  • for the delivery of products that may deteriorate rapidly or whose expiration date will soon be exceeded;
  • for the delivery of alcoholic beverages whose price has been agreed at the time of conclusion of the contract, but which cannot be delivered until at least 30 days after conclusion of the contract and whose current value depends on market fluctuations over which the entrepreneur has no influence;
  • for the delivery of newspapers, magazines, or illustrated publications, with the exception of subscription contracts.

The right of withdrawal expires early in contracts:

  • for the delivery of sealed products that are not suitable for return for reasons of health protection or hygiene, if the seal has been removed after delivery;
  • for the delivery of products which, due to their nature, have been inseparably mixed with other products after delivery;
  • for the delivery of audio or video recordings or computer software in sealed packaging, if the seal has been removed after delivery.

Model withdrawal form

  • (If you wish to withdraw from the contract, please fill out this form and send it to us).
  • A ROC-Products GmbH, Hohe Bleichen 8, 20354 Hamburg, Germany, Telephone: +49 40 524797620, Email address: service@roc-products.de:
  • I/we hereby cancel the contract concluded by me/us for the purchase of the following products/the provision of the following services.
  • Ordered on ()/received on ()
  • Name of consumer(s)
  • Address of the consumer(s)
  • Company of the consumer(s) (only in the case of paper notification)
  • Date

(*) Delete as appropriate.