Can I return the Smartsuit Pro II, Smartgloves or other Rokoko gear and get a refund?

Return Policy 

We offer a generous 30-day return policy for all hardware products, starting from the date of delivery. This policy applies to our range of hardware items, not limited to Smartsuit and Smartgloves. This gives you ample time to try out your purchase and decide whether it meets your needs. If you find that the product does not meet your expectations, you can return it within 30 days from the date of delivery for a refund, excluding shipping costs.

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.

• 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. 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