FAQ
We accept all DEBIT, CREDIT, and UPI payments.
We process orders as quickly as possible so there is no guarantee that we can stop your order from shipping. If you decide you no longer want your order, please contact customer service to request cancellation and we will do our best to assist you on care@rockluggage.in
Enter your code into the “Discount code” box at the checkout page. You can only use one code at a time.
We use all the major courier companies to ship your product.
You will get an email to confirm which courier company has your product.
If not, pls email us on care@rockluggage.in for more info.
Yes you can view out Returns Policy here.
We’re sorry to hear that you’ve received an item that’s not in perfect condition.
Please raise a ticket on our customer service email care@rockluggage.in and we will resolve the issue for you ASAP.
To help us get this fixed for you quicker, please include the following details:
Your Name
Order Number
Product Name and Code
Description of the fault
Attach a picture of the damage/fault
The product name and code can be found on your order confirmation email.
Please note your missing item may be packed inside another item as our suitcases can be nested together. If you have checked and something is still missing, please raise a ticket on our customer service email care@rockluggage.inand we will resolve it ASAP.
Rock products are manufactured using high grade materials and components and are subject to rigorous quality control procedures. We hope you are happy with your purchase for many years to come. However, in the event of a fault, all Rock products are covered by our warranty.
The length of the warranty period varies from product to product and will be indicated on the attached swing tag. There is no need to register your warranty. Please do retain your proof of purchase, however, as you will need this to make a claim.
Our warranty covers manufacturing defects arising from faulty workmanship or materials. It does not cover normal wear and tear, accidental damage, or damage caused by airline (or other carrier) baggage handlers.
Examples of faults which are likely to be covered under the warranty include:
- Split seams due to faulty stitching
- Defective retractable trolley systems (e.g. stuck in extended or retracted position)
- Faulty zips
- Detached carry handles
- Parts detached due to defective fixings (e.g. wheels, carry handles, trolley handles or protection feet becoming detached as a result of defective rivets, screws or stitching)
- Defective wheels (e.g. wheels stuck, not turning properly)
Examples of damage not normally covered under the warranty include:
- Tears or puncture holes in fabric
- Scuff marks and scrapes
- Broken frame or cracked shell
- Bent or snapped trolley system tube
- Cracked plastic parts (e.g. trolley handle or housing)
- Wheels or other part broken off (usually caused by throwing/dropping a loaded case or wheeling down steps)
Our warranty provides for repair or replacement, at our discretion. In line with our commitment to reducing waste, wherever possible, we will look to repair any fault in the first instance. Warranty cover applies to the product only – delivery costs are not covered.
In many cases, we can provide spare parts, enabling you to make a simple repair yourself, without the need to send your item into us.
In the unlikely event that a fault should develop, please raise a product fault ticket via our customer support email care@rockluggage.in
To help us deal with your query more efficiently, please include the following information:
Copy proof of purchase (as an attachment)
Style name/code (can be found on the internal sewn label)
Size
Colour
Details of fault including when and how it occurred
Where possible, photo(s) showing your product and the fault (as attachments)
Details of fault including when and how it occurred
Where possible, photo(s) showing your product and the fault (as attachments)
If damage to your baggage is caused by airline or other carrier mishandling, we recommend you make a claim straight away with your carrier at the airport or station where you retrieved your baggage. It’s always a good idea to check your baggage carefully for any damage when retrieving it from your carrier.
We have spare parts available for many of our ranges. These include wheels, locks, trolley systems, carry handles and zip pullers. Please raise a spare part needed ticket via our customer support portal here. To help us deal with your query more efficiently, please include the following information:
Style name/code (can be found on the internal sewn label)
Size
Colour
Details of spare part needed
Where possible, photo(s) showing your product and the part in question (as attachments)
Wherever possible, we try to repair rather than throw out and replace.
In many cases, problems such as a broken trolley handle or wheel can be repaired quite easily, by replacing the faulty part.