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Returns Policy

Your Right to Cancel under Consumer Regulations
Under the Consumer Rights Directive regulations, customers in the UK and EC have up to 14 calendar days, after receipt, to cancel an order (personalised products are exempt). 
  • If you wish to cancel your order and return any product(s) to us under the consumer rights regulations, you must inform us within 14 calendar days after receipt of the goods, by email or by writing to us or you can use the cancellation form below. Please include your name, address and order number.
  • Product(s) should be returned within 14 calendar days of such cancellation.   
  • If you want to cancel product(s), you must take reasonable care of the product(s) that you wish to cancel and not use them in accordance with your statutory duty.  
  • Product(s) should be returned with all packaging, parts and instructions.  
  • If a product is returned with parts missing or shows signs of unreasonable use either of which would lead to a diminished value, then we reserve the right to deduct a reasonable amount from the refund to cover such loss in accordance with the CRD regulations.   
  • If you choose to return product(s) to us, we will not be responsible for any postage costs incurred in returning such product(s).   
  • A refund (including original postage costs) will be made once the return has been processed and the product(s) have been inspected.
  • Further information is available from your local Trading Standards office or consumer advice centre.
Our Standard Returns Policy

Our Standard Returns Policy does not affect your statutory rights under the Consumer Rights Directive. 
Under our Standard Returns Policy, you have 30 days to return a product to us (personalised products are exempt) and we simply ask that you follow these guidelines:
  • Please inform us of the product(s) to be returned either by email or letter or by using the cancellation form below.  Please include your name, address and order number.
  • Returned product(s) must be unused and in the same resaleable condition it/they was supplied to you.
  • All parts and packaging must be returned at the same time.
  • A refund or replacement will only be given once the product(s) have been received at our premises and have been inspected.  We advise that adequate postal insurance is obtained to cover any loss or damage in transit.
  • Upon inspection, Rockshore reserves the right to return unwanted product(s) back to customers, without refund, if parts are missing or the item is deemed unsaleable or we may deduct reasonable costs to cover such losses or any diminished value of such product(s).
  • We are very sorry but we are unable to refund any postage costs on unwanted goods. 
  • If we have not heard from you within 30 days, we will assume you are intending to keep the goods.

Damaged, Faulty or Parts Missing 

We understand that despite our best efforts, sometimes problems arise, if your product(s) are received damaged or faulty or with parts missing, please contact us in the first instance by telephone on 0330 6061446 or by email to, before returning any product(s) to us.  Please note that any goods that are received damaged or with parts missing must be notified to us by email or telephone within 7 working days. We are unable to accept claims after this period has elapsed.


To: Rockshore UK Ltd, Unit 13 Willesborough Ind Park, Ashford, Kent, TN24 0TD