Rokm Crystals & Events Returns and Refunds Policy

At Rokm (LTD) we value our customers. You are our life-blood to keep this business moving forward. However, sometimes you need to return an order or experience a problem with delivery. 

Please read below, our Returns and Refunds procedures to help you understand how we value our customers and our commitment to keeping you, and our customers happy.

Rokm Crystals

No Quibble Returns

If you want to return your order, Rokm LTD will refund your order once received.

Please email us at contact@rokm.co.uk, or use the contact page to let us know you want to return your order, or if you have purchased goods from a Live Social Media show, you can contact us from our Instagram or Facebook page.

Voluntary Returns

You have 14 calendar days from the date you receive your order to let us know you wish to return your order.

You have 14 calendar days from the date you let us know, to return your order.

Your order will be refunded within 14 calendar of receipt of your order provided that:

  1. We receive your purchase(s) in it’s/their original condition when originally purchased.
  2. You pay for return postage.

Sale or discounted items or not refundable and we do not offer exchanges. You will not be refunded for the initial shipping costs (unless the order is marked as “Free Delivery”).

Involuntary Returns

Involuntary returns are orders that have been shipped, but have been returned to Rokm LTD due to a failed delivery. This could be due to a wrong delivery address, missed collection (if held in your local delivery office). You will need to contact Rokm at contact@rokm.co.uk or use our contact page (for website orders) or via Instagram or Facebook if ordered through a Live Show. You will be asked to pay for postage again and confirm delivery address. We will endeavour to hold involuntary returns for up to 14 calendar days or the order will be cancelled and refunded, minus our delivery costs and 10% of the order value to cover our administration fees (transaction fees, working hours to relist items).

Damaged Goods

If your order has arrived in a damaged state e.g. the packaging is either crushed, torn, open, or cut, please take a photograph as this may be needed for evidence later.

Check the contents of your order. If your order is missing items as a result of open packaging, or items are damaged, you have 14 days from the date of receipt to let us know so that we can offer a refund or suitable replacement. You will need to send a clear photograph of the damaged goods and damaged packaging. This will enable us to recover costs from the courier who delivered your order.

In most cases, you won’t need to return the items, provided that the customer gives photographic evidence. Photographs help us to recover costs if the delivery company is at fault. You will not need to wait until we recover costs to receive a refund (the customer comes first)! We photograph every packaged order upon dispatch in case of disputes (which includes the attached delivery label).

Faulty Items

You have 30 days from receipt of your order to let us know of any faulty items. You will need to package the item and return the faulty item back to us within 14 days or your initial contact. You must make reasonable precautions to ensure safe delivery to us, including safely packaging the item and making sure the item is fully insured with the delivery company in the event of loss or irepairable damage – failure to do so may result in your request for repair or replacement to be cancelled. We do not accept liability for damages or loss where no suitable precautions have been taken by the customer.

Once we receive your order, we will offer either a replacement or repair at no cost to the customer. You will also receive a refund for your delivery costs. It will be beneficial to include a copy of your cost for delivery if you wish to receive the exact amount, or we will use our own standard shipping fees as a parameter to refund where no proof is provided. We will not fully refund charges for next day or special delivery, or provide a refund for general wear and tare or accidental damage. We will not provide a refund if the customer has attempted to repair themselves or for any repair invoices that the customer receives for repairing the item before contacting Rokm LTD.

Once we have repaired the item, or a replacement is agreed, we will return the item to the customer at no additional cost within 14 calendar days (but will endeavour to do so as soon as possible).

Once received, if the item develops a second fault, you may have to send the item back to us again. In either case, we will fully refund the item, and any reasonable delivery charges by the customer (if applicable), within 14 calendar days of us receiving your item, or within 14 calendar days of you letting us know. We may need photographic or video evidence to issue a refund if the item is not being returned to us.

Terms and Conditions

By placing an order with Rokm (LTD) you are agreeing to our refund and returns policy, privacy policy and website terms and conditions. This does not affect your statutory rights.

Rokm Events

Tickets

When ordering tickets for local events such as Rokm’s Medium and Psychic Nights. Please bare in mind tickets are non-refundable. This applies to tickets sold online, or in person from Rokm LTD via any payment method.

Ticket Transfers

If you find you cannot attend an event, you may if you wish, transfer at your own cost, the entry ticket(s). We do not advise of price, other than what the ticket was originally sold for. You must make it clear to the new owner that the ticket is:

  • Not worth any monetary value on paper.
  • Being transferred to someone who is aged 18 or above and has the right to legal entry into Public Houses (“pubs”).

You must also advise Rokm LTD the name of the new owner no later than 24 hours before the event is due to start. This is so we can ensure new owners cannot commit fraud by defrauding Rokm in the event of refunding tickets. It is optional to provide the new owners contact details. It will also ensure the smooth running of the events.

Please email us at contact@rokm.co.uk, or use the contact page to let us know you want to transfer a ticket (or tickets). You can contact Rokm by calling, texting or using Whatsapp:

Text/ Call: 07512357278 (+44)

Or Whatsapp here.

Refunds

In the event you know you cannot attend a certain event, and you have purhased a ticket (or tickets), please let us know. Although we have stated we have zero refunds for ticket sales, we may offer a discretionary refund. Each case is assessed on it’s own merits and provided we can help transfer the ticket, we may be able to offer a refund, in whole or in part.

Rokm Rentals

Security Deposits

Security deposits for rentals and are to paid in addition to the rental fee. Security deposits refundable in full, provided all conditions are met by the hirer. The Security deposit amount depends on the length of time for the rental and how many items are being rented.

Generally, they are calculated as 20% of the value of the rental fee. However, the value changes according to the total amount of items being rented (for example, renting 1 – 10 seats are calculated with £3 per seat security deposit. However 11 seats and above are calculated with  20% security deposit in relation to the rental value.

Security Deposit Refunds

Security Deposits are refundable provided the hirer meets the criteria when returning equipment:

  • The items are dropped off ontime, as per the hirer’s choice of date and time when booking.
  • That seats and/or any other items for rent are returned with no additional heavy damage. For example: Bent chair legs, damaged or broken seat base or back rest. While we also expect our equipment to be looked after and treated respectfully when in the hirers possession.
  • Seats are returned dry and not found to be used outside in wet weather (to prevent corrosion or rusting and ensure the longevity of the items – unless marked as water or weatherproof).

However, we do accept there will be general wear and tear on the items, for example, light scratches, screws and fixtures becoming loose. Such reports will not affect the return of the security deposit.

Methods of Payments

Different methods of payments have varying refund speeds and Rokm is bound by these. If the Hirer has paid in Cash or Direct Bank Transfer to Rokm’s Business Account, then Rokm can refund immediately without delay and the Hirer should receive their funds immediately, or up to 2 hours later if originally paid by transfer.

For payments made through the website, or via a handheld payment terminal, refunds can take up to 5 working day to appear in the Hirer’s account from the date of return.

Late Rental Returns

The Hirer must advise Rokm LTD if the rental is to be returned more than 30 minutes after the Hirer’s booked Rental Return Time (chosen at the time of booking). This is to ensure we can be available at the right times as Rokm will only attend the premises to accept the surrender and drop off, and to initiate the security deposit refund. At minimum, the Hirer will lose their right to a refund should the items arrive back at Rokm LTD drop off over 24 hours after they were due. If the items are due to be rented again, the Hirer may also be invoiced separetely for any further loss of business. In the worst case, after being 28 days overdue, legal costs will be applied to any rental to recover the items by force and will include a daily charge of 10% of the original rental agreement (excluding the security deposit) of the original rental fee.

Faulty Items

In the event that faulty items have been hired to the Hirer, Rokm Rentals will award the full cost of renting the affected item(s) upon final inspection when the Term of the agreement concludes.

We may also refund appropriate amounts that would be beneficial to the Hirer, for example, the cost to make additional journies to replace the item(s) needed for the remainder of the rental period.

Full details are provided within the Rental Agreement found here.

Contacting Rokm Rentals:

Please email us at contact@rokm.co.uk, or use the contact page to let us know you want to transfer a ticket (or tickets). You can contact Rokm by calling, texting or using Whatsapp:

Text/ Call: 07512357278 (+44)

Or Whatsapp here.

These terms are shown in full detail in the Rental Agreement (Hire Contract) signed by the Hirer at the time of collecting the rental equipment.