Returns & Right of Withdrawal

Below you will find all the information you need about changing your order, returns and refunds.

1. Order changes (before dispatch)

If you wish to amend your order, please read the information below carefully.

Add articles
If your order has not yet been dispatched, you can:
– Place an additional order
– Cancel your current order and place a new one

If your order has already been dispatched, you will no longer be able to add items to it.

Deleting articles
If your order has not yet been dispatched, you can cancel specific items.

You will receive:
– Refund of the product’s value
– Refund of delivery charges, provided that delivery was not free of charge

If your order has already been dispatched, it can no longer be cancelled.

2. Change the address or recipient

Changing the recipient’s name is usually straightforward and can be passed on to the carrier.

Changing the delivery address:
– If not yet dispatched: usually possible
– If the parcel has already been dispatched: we will forward your request to the carrier, who will decide whether the change is possible
– Changes of address are generally only accepted if they do not incur any additional delivery charges. If the carrier refuses the change, it may be necessary to place a new order.

To request a change, please send an email to: support@rokimi.com. Please state your order number and the change you are requesting.

3. Return requests (consumers’ right of withdrawal)

Consumers have a statutory right of withdrawal.

A consumer is any natural person who enters into a legal transaction for purposes that are predominantly outside the scope of their commercial or professional activities.

3.1 Return period

You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period expires 14 days after the day on which you, or a third party designated by you (other than the carrier), takes possession of the last goods.

3.2 How do I request a return?

To exercise your right of withdrawal, please inform us of your decision by email at support@rokimi.com.

Please include the following in this email:

Your order number
Returning items
Further details, if applicable

You will receive an email confirming receipt of your cancellation.
Email: support@rokimi.com

To meet the withdrawal deadline, it is sufficient for you to send your notice before the 14-day period has expired.

3.3 Refunds

If you withdraw from the contract, we will refund all payments received from you.

Refunds will be made without undue delay and, in any event, no later than 14 days from the date on which we are notified of your decision. We will use the same payment method that you used for the original transaction, unless expressly agreed otherwise.

We can wait to make the refund until:
– We have received the returned goods; or
– You provide proof of return

3.4 Returning the goods

You can return the goods:

Please contact us at support@rokimi.com — we will email you a return label
No later than 14 days after you have notified us of the return
The product must be undamaged, unused, unopened and in its original packaging

As these are cleaning products, opened or used items cannot always be accepted for a full refund for reasons of hygiene and safety. If the seal has been broken or the product has been (partially) used, this may affect the amount of the refund.

Important – Return address
The returns address varies by product and may differ depending on the warehouse or fulfilment centre. Goods may only be returned to the returns address provided by us following email confirmation. The business address listed on the website is not a returns address for goods.

Returns sent without prior authorisation or to an incorrect address may be refused and returned to the sender at the sender’s expense.

3.5 Return postage costs

To return your order, we will send you a returns label by email.

If you return an item, you will be refunded the price of the returned product. Any delivery charges you paid when placing your original order will not be refunded.