Refund policy
Refund Policy
Returns, Refunds & Exchanges Policy
This policy sets out the rules for returns, refunds, exchanges, promotional offers, and orders that include complimentary items or free gifts.
Important: A refund requires the product to be returned. Refunds are issued only after the returned item has been physically received and inspected. We do not issue full or partial refunds while the customer keeps the product.
1. Return Window
You have 30 calendar days from the date you receive your order to request a return or report an issue.
To be eligible for a return, the item must be:
- Unused and free from signs of wear or damage;
- In its original, resalable condition;
- Returned with its original accessories, case, and packaging.
2. Promotional Orders & Free Gifts
Some Rotorcrow offers may include complimentary products, bundle promotions, or free gifts. In these cases, only the products that were actually paid for have an individual purchase value.
Because of this:
- Our standard warranty applies to the paid item(s);
- Complimentary or free items do not have an individual refund value;
- Free items are not eligible for an individual refund;
- A customer may not return a paid product for a full refund while keeping a complimentary item included with that purchase;
- If a paid product is returned, any complimentary item supplied as part of that promotion must also be returned.
3. Defective Products
3.1 Defect in a Paid Item
If a paid Rotorcrow product is confirmed to be defective, our standard solution is to provide a replacement of the same product at no additional cost.
If another resolution is necessary, Rotorcrow may offer an appropriate alternative based on the circumstances of the order.
3.2 Defect in a Free Item
Complimentary products and promotional gifts have no individual purchase value and therefore are not eligible for an individual refund.
Requests involving complimentary items may be reviewed individually by our support team.
3.3 Multiple Defective Items
If more than one item in the same order has an issue, Rotorcrow will review the order as a whole and determine the appropriate resolution.
4. Change of Mind
If you wish to return your order because of personal preference, including fit, comfort, appearance, or a change of mind, the product must first be returned to Rotorcrow before any eligible refund can be processed.
Returned products must comply with the conditions described in this policy.
Complimentary or promotional items included with the purchase must also be returned when required as part of the original offer.
5. Refunds
Refunds are processed only after the returned product has been received, inspected, and approved.
When applicable:
- Refunds apply only to the eligible value of the paid product;
- Shipping, handling, customs duties, and import charges are non-refundable;
- Approved refunds are returned to the original payment method within 7–10 business days after approval;
- The returned product must satisfy the eligibility requirements described in this policy.
No refund will be issued until the applicable product has been physically returned, received, and approved.
6. Where Returns Are Sent
Do not return a product without first contacting Rotorcrow.
Approved returns must be sent to the return address provided by our support team by email.
The address shown on your original shipping package may belong to a fulfillment or forwarding facility and may not be able to receive customer returns.
Before sending any product back, contact: support@rotorcrow.com
Our team will provide the appropriate return instructions and current return address.
7. Return Shipping
- Customers are responsible for return shipping costs unless otherwise confirmed by Rotorcrow support;
- Original shipping, customs, duties, and handling charges are non-refundable;
- We strongly recommend using a shipping method that includes valid tracking;
- Rotorcrow cannot guarantee receipt of returns sent without valid tracking information.
8. Replacement Limits
Replacement requests are reviewed according to the circumstances of the order and the condition of the product.
Promotional or complimentary items do not automatically entitle the customer to additional shipments or multiple replacements.
9. Alternative Solutions
In certain situations, Rotorcrow may offer an alternative resolution instead of a standard return or refund.
Depending on the circumstances, this may include a replacement, alternative product, store credit, or another solution agreed upon with our support team.
Any alternative solution offered will be communicated directly to the customer before being finalized.
10. Order Processing & Cancellation
Rotorcrow orders enter processing shortly after payment is confirmed so that they can be prepared and dispatched as quickly as possible.
The full processing cycle may take 24–48 hours.
- Cancellation requests must be submitted within 2 hours of placing the order;
- After this period, cancellation cannot be guaranteed because the order may already be in preparation;
- Once fulfillment or processing has progressed sufficiently, cancellation may no longer be possible.
Please review your products, shipping information, and order details carefully before completing your purchase.
11. Delivery Issues
Any delivery problem, including a package marked as delivered but not received, must be reported within 30 calendar days of the confirmed delivery date.
Customers are responsible for monitoring their tracking information and contacting Rotorcrow within this period if there is an issue.
Claims submitted after this period may be more difficult or impossible to investigate because carrier tracking and proof-of-delivery information may no longer be available.
12. Contact
To request a return, report a defective product, request a cancellation, or ask a question about a refund, contact:
Please include your order number and a clear description of your request so our team can assist you as quickly as possible.
This policy may be updated from time to time.
ROTORCROW
MACHINES NEVER STAND STILL.