Refund policy

 

At Rocket Canopy, we are committed to delivering quality products and a great customer experience. This policy outlines our guidelines for refunds, returns, exchanges, and warranty claims. Please read carefully before making your purchase.

1. Standard Return Window

You have 30 days from the date you receive your item to request a return for a refund or replacement. To be eligible for a return, your item must be:

  • Unused and in the same condition as received
  • In the original packaging with all parts and accessories included

Returns of used, altered, or damaged items (not caused by shipping or manufacturing defects) may be refused or subject to a partial refund. The customer will be expected to pay for return shipping to return the products if items are refused for refund.

2. How to Start a Return

Email contact@rocketcanopy.com with your order number, the item(s) you wish to return, and the reason for return. Once approved, we will provide detailed return instructions and a shipping label if applicable. Items sent back without prior approval will not be accepted.

3. Non-Returnable Items

The following items cannot be returned or refunded:

  • Custom or personalized products (including printed canopies and walls)
  • Sale or clearance items
  • Gift cards

4. Return Shipping & Restocking Fees

For non-defective returns (buyer’s remorse, incorrect size, or compatibility issues), the cost of return shipping will be deducted from your refund unless otherwise stated. A $29 restocking fee may apply if:

  • The item is returned without original packaging
  • The wrong item was ordered due to compatibility errors
  • The item appears used and not in new condition but resaleable

Only one restocking fee will apply per order.

5. Damages, Defects & Wrong Items

Please inspect your order upon delivery and contact us immediately if it is defective, damaged, or if you received the wrong item. For freight deliveries and large items:

  • Inspect the shipment before signing the carrier’s paperwork
  • Note any visible damage on the delivery receipt
  • Take photos of the packaging and product
  • Report any damage within 48 hours of delivery

6. Replacements & Warranty Claims

If your item arrives defective or develops a manufacturing defect within the warranty period, contact us with:

  • Your order number
  • A description of the issue
  • Clear photos or video evidence

We will repair or replace defective parts at our discretion. Warranty coverage does not include damage caused by misuse, improper setup, or weather-related conditions. To file a warranty claim, please use our Warranty Claim Form.

7. Exchanges

We recommend returning your original item (subject to the above terms) and placing a new order for the replacement item. Please note that product pricing, promotions, and lead times may vary at the time of reorder.

8. International Returns

International customers are responsible for all return shipping costs, duties, and taxes. Duties and taxes paid at the time of purchase are non-refundable.

9. Refund Processing

Once your return is received and inspected, we will notify you of approval or rejection. Approved refunds will be processed within 10 business days and credited to your original payment method. If more than 15 business days have passed since approval, please contact us at contact@rocketcanopy.com.

10. Contact Us

If you have any questions about this policy or need assistance with a return or warranty claim, please contact us:

Email: contact@rocketcanopy.com
Phone: 919-650-1868