Who is this article relevant for?
This article is for anyone who's looking to learn more about our return policy.
Which products is this article relevant for?
Smartsuit Smartsuit Pro II Smartgloves Headrig Headcam Coil Pro
Global Return & Cancellation Policy
We want you to love your new gear. To give you ample time to try everything out, we offer a generous 30-day return window.
Depending on your geographic location, your return must be initiated through the following methods:
If you are located outside of the European Union, your order is covered by our standard Global 30-Day Policy.
- 30 Days to Decide: You have a full 30 days from the date of delivery to test your products and decide if they meet your needs.
- Refund Structure: If you return your product within this 30-day window, you will receive a refund for the purchase price of the order items only. All shipping fees are excluded from the refund and used towards your return shipping.
- How to Initiate: Please contact support@rokoko.com directly via email to start your return.
If you are located within the European Union, your order is subject to the following structural timeframes in compliance with EU Directive 2023/2673
Days 1–14 (Statutory Cooling-Off Period): You have a 14-day cooling-off period from the day of delivery to change your mind.
- One-Click Cancellation: To initiate a return during this time, you can submit your request instantly by using a dedicated form on our online store or email us at support@rokoko.com .
- Refund Structure: Once your request is submitted, our team will promptly get in touch with you. Returns initiated during this timeframe will also receive a refund for original shipping costs. You are responsible for the costs of postage and packaging, in case of return during this time.
- Optionally, you can choose to allocate the original shipping fee towards your return shipping fee. In this case, our team will provide you with prepaid shipping labels. You will then need to drop off items at the relevant courier location near you. Please note that we can only offer this service if the return destination is within the European Union - if in the meantime you have moved outside of EU, this option is not available and you will need to arrange your own shipping.
- Upon safe receipt and inspection of the item at our warehouse, a refund will be issued for the purchase price of the order items.
Days 15–30 (Extended Store Policy): To match our global policy, you may still return your order items up to 30 days from the date of delivery. Returns initiated during this extended window will receive a refund for the order items only. Original shipping fees are used towards your return shipment and not reimbursed. We will provide you with prepaid return shipping labels to assist in the process. Kindly contact support@rokoko.com to initiate the return.
Return Eligibility
To be eligible for a full refund, please adhere to the following conditions:
- Electronics (Smartsuit Pro II, Smartgloves, etc.) and plastic parts (Headrig, Headcam etc):
Make sure the electronic and plastic components of your order are returned in their original condition and Rokoko packaging, undamaged, unaltered and without any scratches. We understand that the packaging might get a little worn during shipping, but significant damage to the Rokoko packaging or sending back no packaging at all may incur a fee of $25. Of course, any signs of tampering, misuse, or physical damage to the electronics themselves or any other part of the equipment will prevent a refund.
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Headrig/Headcam:
Please make sure that the plastic parts of the items are in good condition with no signs of wear and tear, such as scratches, broken parts, and velcro tabs placed on them.
A damaged Headrig/Headcam looks like this
Acceptable Headrig/Headcam looks like this:
- Smartgloves:
Please make sure that the plastic components, and the textile of the Smartgloves are not tampered, misused or there is physical damage to their electronics.
Damaged Smartgloves looks like this:
Acceptable Smartgloves looks like this:
- Coil Pro:
To ensure a smooth return, we kindly ask that the black package box arrives in good condition, without any signs of mishandling or missing packaging. Please also include all accessories, such as the power supply and cables. In the event of missing items or damage to the external packaging, a $50 fee may apply. Additionally, any damage to the Coil Pro unit itself, such as scratches on the exterior cover, or missing mounting plates or bases, may result in a $150 fee.
A damaged Coil Pro and Coil Pro packaging looks like this:
Acceptable Coil Pro looks like this:
- Textiles:
We can only accept returns on textiles that are brand-new and unwashed, with all original tags attached. Think of it like trying on clothes in a store – we can't resell items that have been used. This means:
- No scratches or damage to the elastic tabs.
- No stains, dirt, or other signs of wear.
- No odors (like perfume, smoke, or sweat).
Damage fees to the textile may range between $50- $395.
Damaged textile looks like this:
Acceptable textile looks like this:
Our DOA policy
To help us resolve any issues quickly, please report any damage or operational problems with your hardware to our Customer Support team at suport@rokoko.com within 7 calendar days of the delivery date. If you report the issue within this timeframe, our Tech Support team will contact you as soon as possible to take the necessary steps to resolve the issue.
If any operational issue is reported after 7 calendar days from the delivery date, the product will be covered by our standard warranty policy, and we will proceed with a normal repair or replacement, as detailed in our warranty terms.
Initiating a Return
To initiate a return, please contact our Customer Support team at support@rokoko.com and provide your order number within 30 days of delivery (if outside of EU) or fill in the relevant form (if within the first 14 days after delivery and within EU). The order number is essential for processing your return. It’s in the form of RKK#1234 or RKK#1234-XX. Any follow-ups in our communication should take place in the following 7 days until resolution.
Refund Processing
Once we receive your returned item, our team will inspect it for any damages, including textiles/ electronic parts and packaging.
If both the textiles/ electronic parts and packaging are found to be in their original condition without any visible wear and tear marks or damage, we will proceed to process your refund. Please note that if there is any damage to either the textiles/ electronic parts or packaging, extra fees will be deducted from the refund amount.
The refund will be issued using the original payment method used for the purchase.
We appreciate your patience during the inspection, as it allows us to maintain the quality of our products and ensure a fair refund process for all our customers. If you have any questions or concerns regarding your return, please don't hesitate to contact our Customer Support team at support@rokoko.com