EXCHANGES AND RETURNS
SERVICE HOURS
We are available Monday through Friday from 9:00 am to 1:00 pm and from 2:00 pm to 6:00 pm.
SENDING COST
The shipping cost appears in the shopping cart in real time. The cost will depend on the products and the shipping address. Shipping cost varies depending on products, quantity, mode of transport and delivery address.
DEADLINE
Delivery times are as follows:
If, for any reason, the delivery time is longer than the preset, Rock Official LDA will notify the customer within 48 hours of ordering, giving them the opportunity to cancel their order and obtain a full refund.
SAFE
Rock Official LDA is responsible for the arrival of goods in good condition at their final destination. In case of damage to the material, the customer must notify Rock Official LDA as soon as possible by email to, explaining the damage. We recommend illustrating the damage through photos to allow us to make the relevant claims with the shipping company responsible for the damage.
AVAILABILITY OF PRODUCTS
Product availability is updated in real time based on sales orders and merchandise revenue.
If, due to an error on our part, the product is out of stock, an automatic email will be sent upon completion of the order to inform the customer. Later, Rock Official LDA will contact the customer to confirm the delivery period, leaving the customer the option to confirm or cancel their order.
RETURNS AND/OR REFUNDS
The deadline for returning an item is thirty (30) natural days from the date of receipt of the product(s), entitlement to a full refund. This means that Rock Official LDA will refund the amount of items returned. For discounted products, this period is fifteen (15) days. The item must be returned in perfect condition, with the first name, last name and order number to the following address:
After verifying the good condition of the returned products, Rock Official LDA will refund the amount paid using the same payment method used by the customer for the purchase.
In case of returning a product due to an error in the Official Products Store of JMJ Lisbon 2023, the cost of the return will be paid by Rock Official LDA.
PRODUCT WARRANTY
Rock Official LDA will guarantee compliance defects that appear within a period of 1 year from delivery of the product. The customer will have to inform Rock Official LDA by e-mail, explaining the defect and illustrating it with images.
Defective products that we will repair, change or refund at no cost to the buyer.
Defects caused by negligence, shock, misuse or normal wear and tear will not be covered under the warranty.
