Refund policy

Returns, cancellations and refunds

Last updated: 10 September 2026

KIVO and ROCKEN are brands operated by Rocken Supply Group Ltd (company number 12926963; VAT number 441405724). Contact sales@rockensupplygroup.co.uk for returns and order enquiries.

How to arrange a return

Email your order number, the items concerned and whether you wish to cancel an order or report a problem. We will provide the appropriate return address and shipping instructions directly to you. Our company correspondence address is 124 City Road, London EC1V 2NX, United Kingdom; it is not our returns warehouse. Please do not send products there.

You may exercise a statutory cancellation right by any clear statement, including email or post to our correspondence address. You do not need our approval or a return reference to exercise that right. We will provide return instructions promptly; any delay on our part will not prejudice your statutory rights.

UK consumer cancellation rights

For most goods bought online as a consumer, you can cancel without giving a reason within 14 days after the day you receive the goods. Where one order is delivered separately, the period normally begins after you receive the last item. After notifying us, send the goods back within a further 14 days. You may inspect them as you would in a shop. We may make a lawful deduction for diminished value caused by handling beyond what is necessary to establish their nature, characteristics and functioning; opening packaging alone does not remove your rights.

Our additional 30-day return policy

We also accept requests to return standard, unused goods within 30 days of receipt. For this additional change-of-mind policy, products must be unused, uninstalled, complete and in their original packaging, with proof of purchase. Contact us for instructions and return them within 14 days of those instructions. These additional conditions do not restrict statutory cancellation rights or rights relating to faulty goods. Sale-priced standard goods are included.

Return costs and refunds

For change-of-mind returns, you pay the direct return shipping cost where this was disclosed before purchase. For goods that cannot normally be returned by post, any return-cost estimate will be provided before you order. We cover reasonable necessary return costs for goods that are faulty, damaged on delivery, incorrect or not as described; contact us to arrange this.

For statutory cancellations, we refund the relevant payments, including the least expensive standard outbound delivery charge where applicable, without undue delay and within 14 days after receiving the goods back or evidence that you have sent them back, whichever is earlier. We may withhold reimbursement until then, unless we have offered to collect the goods. Premium delivery supplements need not be refunded. Refunds use the original payment method unless you expressly agree otherwise, and we do not charge a refund fee. Refunds under our additional 30-day policy are processed within 14 days of receipt of the returned goods; original delivery charges are not refunded under that additional policy unless legally required.

Faulty, damaged or incorrect goods

Contact us with the order details and a description of the issue. Photographs can help us assess the problem but do not replace your statutory rights. UK consumers normally have a 30-day short-term right to reject faulty goods; repair, replacement, price reduction or a final right to reject may apply thereafter. We will handle your claim as the seller rather than require you to resolve it with a courier or manufacturer. The expiry of a commercial warranty does not end your statutory rights.

Custom goods and business purchases

The statutory change-of-mind cancellation right does not normally apply to goods made to your specifications or clearly personalised. Selecting a standard stock size does not by itself make an item custom-made. We will explain any applicable exception before purchase. Custom goods remain subject to rights where faulty or not as described. Business purchases are subject to the agreed written trade terms; consumer-only cancellation rights do not automatically apply.

You can cancel by emailing sales@rockensupplygroup.co.uk with a clear statement of your decision to cancel. You may use the optional form below, but you do not have to.

Cancellation form (optional)

Nothing in this policy limits rights that cannot lawfully be excluded. Consumers outside the UK retain any mandatory protections that apply in their country.