Shipping Policy
This Shipping Policy explains how orders placed on the official Rocksure website are processed, packed, dispatched, tracked, and delivered.
By placing an order on the Rocksure website, the customer agrees to the terms mentioned in this Shipping Policy.
Order Processing:
Orders are generally processed within 1–2 business days after successful payment confirmation.
Order processing includes:
Order verification
Payment confirmation
Inventory check
Packaging
Dispatch preparation
Handover to courier partner
Orders placed on Sundays, public holidays, or non-working days may be processed on the next business day.
In case of high order volume, stock delay, courier pickup delay, payment verification delay, or operational disruption, dispatch may take longer than usual.
Delivery Timeline:
Estimated delivery timelines may vary depending on the customer’s location, courier availability, serviceability, and external conditions.
General estimated delivery timelines are:
Metro Cities: 2–5 business days
Other Locations: 3–8 business days
Remote Areas: 5–10 business days
These timelines are estimates and not guaranteed delivery dates. Delivery may be affected by courier delays, weather conditions, public holidays, local restrictions, natural disasters, strikes, or other events beyond Rocksure’s control.
Shipping Partners:
Deliveries are fulfilled through reputed courier and logistics partners. Rocksure works with trusted shipping service providers and aggregators such as Shiprocket, iThink Logistics, and other reliable courier partners to ensure safe and timely delivery of orders across India.
The courier partner for a specific order may depend on factors such as delivery location, serviceability, package size, delivery speed, courier availability, and operational feasibility.
Tracking Details:
Once an order is dispatched, tracking details may be shared with the customer through SMS, WhatsApp push notification, email, or other available communication channels.
Customers can use the tracking details to monitor shipment status. In some cases, tracking updates may take a few hours to reflect after the package has been handed over to the courier partner.
Packaging & Dispatch Safety:
Our packaging and dispatch team follows industry-standard packaging practices to reduce the risk of damage during shipping.
Products may be packed using protective materials such as bubble wrap, corrugated boxes, cartons, fillers, tapes, or other suitable packaging methods depending on the product type and shipment requirement.
Rocksure takes reasonable care to ensure that products are securely packed before dispatch so that they reach customers in safe and proper condition.
Customers are advised to check the package condition at the time of delivery. If the package appears severely damaged, tampered with, or leaking, the customer should take photos or videos and contact Rocksure support within the specified return request window.
Shipping Charges:
Shipping charges, if applicable, will be displayed at checkout before the customer confirms the order.
Shipping charges may vary depending on:
Delivery location
Order value
Product weight
Courier charges
Prepaid or COD payment method
Ongoing offers or promotions
Rocksure reserves the right to change shipping charges, free shipping limits, and delivery policies from time to time.
Cash on Delivery Charges:
Rocksure may charge an additional Cash on Delivery convenience fee on COD orders. COD orders involve additional payment handling, reconciliation, cash flow delays, courier dependency, return-to-origin risk, and operational constraints.
The applicable COD convenience fee, if any, will be displayed at checkout before the customer places the order.
COD charges are convenience and handling charges and may not be refundable in cases where the order is refused, undelivered due to customer error, or returned for reasons not attributable to Rocksure.
Incorrect Address or Contact Details:
Customers are responsible for providing accurate and complete shipping information at the time of placing the order.
This includes:
Full name
Complete address
Correct PIN code
Valid mobile number
Landmark, if required
Rocksure will not be responsible for failed delivery, delay, return-to-origin, or additional shipping costs caused by incorrect, incomplete, or unreachable customer details.
Additional shipping charges may apply for re-dispatch if an order is returned due to incorrect address, wrong phone number, customer unavailability, or failed delivery attempts.
Refused Deliveries and Undelivered Orders:
If a shipment is refused by the customer, not accepted, or remains undelivered due to customer unavailability, wrong address, incorrect phone number, or failure to respond to courier calls, the shipment may be returned to Rocksure.
In such cases, refund, if applicable, may be adjusted after deducting shipping charges, COD handling charges, return shipping charges, payment gateway charges, or other logistics expenses incurred by Rocksure.
Delivery Delays:
Delivery may be delayed due to reasons beyond Rocksure’s control, including but not limited to:
Weather conditions
Public holidays
Natural disasters
Courier network disruptions
Local restrictions
Strikes or transport issues
Incorrect address or customer unavailability
Remote area service limitations
High order volume
Rocksure will make reasonable efforts to assist customers with tracking and delivery-related concerns, but final delivery execution depends on the courier partner.
Return & Refund Policy
This Return & Refund Policy explains the conditions under which returns, replacements, refunds, or store credits may be approved for products purchased from the official Rocksure website.
Due to the nature of supplements, wellness products, consumables, and hygiene-sensitive products, returns are accepted only under limited conditions.
Eligible Returns:
Returns or replacements may be accepted only if:
The product received is damaged
The wrong item was delivered
The product has a manufacturing defect
The product received is expired
The package was severely damaged or tampered with during delivery
The order is incomplete or missing an item
The issue must be genuine, verifiable, and supported by required proof.
Return Request Window:
Customers must notify Rocksure within 48 hours of delivery in case of any issue.
The customer may be required to provide:
Order number
Customer name and contact number
Clear photos of the outer package
Clear photos of the product
Photos of invoice, batch number, expiry date, and MRP label
Video evidence, if required
Description of the issue
Requests raised after 48 hours of delivery may not be accepted.
Non-Returnable Items:
Due to health, hygiene, safety, and quality-control reasons, the following products are generally not eligible for return:
Opened products
Used products
Products with broken seal
Products with tampered packaging
Products without original packaging
Products damaged after delivery due to customer handling
Products purchased by mistake
Products disliked due to taste, smell, texture, or personal preference
Products purchased during special promotions, clearance sales, or final sale offers, where mentioned
Products without valid proof of purchase from the official Rocksure website
Rocksure reserves the right to reject return requests that do not meet the eligibility criteria.
Refund, Replacement, or Store Credit Approval:
After receiving the return request and supporting proof, Rocksure may inspect and verify the issue.
Depending on the case, Rocksure may offer:
Replacement of the same product
Refund to the original payment method
Store credit
Partial refund, where applicable
Rejection of claim if the issue is not verified
Approval of refund or replacement is subject to verification by Rocksure.
Refund Timeline:
Once approved, refunds for prepaid orders are generally processed within 5–10 business days.
The actual time taken for the amount to reflect in the customer’s account may depend on:
Payment gateway timelines
Bank processing time
UPI or card network processing
Wallet or payment provider rules
For COD orders, refund may be processed through bank transfer, UPI, store credit, or another suitable method after verification.
Return Shipping:
If the issue is due to Rocksure’s error, such as wrong product, damaged product, expired product, or verified manufacturing defect, return shipping may be arranged or covered by Rocksure.
If the return is requested for reasons not attributable to Rocksure, the return may not be accepted. Change-of-mind returns are not accepted.
Cancellations:
Customers may request cancellation before the order is dispatched.
Once an order is packed, shipped, or handed over to the courier partner, cancellation may not be possible.
If cancellation is approved before dispatch, refund for prepaid orders may be processed to the original payment method within the applicable refund timeline.