Return & Refund Policy

Returns & Refund Policy

Last Updated: January 1, 2025

1. Overview

At Rockwell W.L.L, we take great pride in the quality and integrity of our food and beverage products. Our goal is to ensure your complete satisfaction with every purchase. If you are not fully satisfied, we offer a return and refund policy under the terms outlined below.

Return Eligibility Period

You may request a return within 14 days of receiving your order, provided that the product meets the eligibility conditions below.

2. Return Conditions

To be eligible for a return, your item must meet the following conditions:

  • The item must be in its original, unopened packaging.
  • The product must not have been used, opened, or damaged.
  • All original labels, batch codes, and packaging must be intact.
  • Return requests must be made within 14 days of delivery.

Non-Returnable Items

For health and safety reasons, the following items cannot be returned unless they arrive damaged or defective:

  • Perishable goods such as frozen foods, beverages, or seafood.
  • Opened food products or items not in their original packaging.
  • Products purchased during clearance or promotional events.
  • Custom-packed or special-order items.

3. Return Process

To initiate a return, please follow these steps:

  1. Contact us at returns@rockwellfoods.com or call (+973) 32250105 to request a Return Authorization.
  2. We will provide instructions for securely packaging and returning your item.
  3. Ship the product to our facility in Bahrain using a trackable courier service.
  4. Once we receive and inspect the item, your refund will be processed within 10–14 business days.

4. Refund Policy

Refunds will be issued to the original payment method after the returned product has been received and inspected. Refund details are as follows:

  • Full refunds are provided for approved returns.
  • Original shipping costs are non-refundable.
  • Return shipping costs are the customer’s responsibility unless the product is defective or incorrect.
  • Refunds are issued in Bahraini Dinar (BHD).

Refund Timeline

  1. Days 1–3: We receive and inspect the returned product.
  2. Days 4–7: Refund approval and processing.
  3. Days 8–14: Your bank processes the refund (timing may vary).

5. Damaged or Defective Products

If your order arrives damaged or defective, please contact us immediately. We will arrange a replacement or refund at no additional cost to you.

  • Report damage within 48 hours of delivery.
  • Provide photos of the damaged product and packaging.
  • We will arrange for pickup or return shipping.
  • You can choose between a replacement or a full refund.

Examples of Eligible Claims

  • Damaged packaging: Torn, crushed, or leaking containers.
  • Product quality issues: Spoilage or contamination.
  • Incorrect items: Receiving the wrong product or quantity.

6. International Returns

For international customers, please note the following:

  • Customers are responsible for all return shipping costs and customs fees.
  • Ensure all products are declared correctly for customs clearance.
  • Use a reliable, trackable courier service for international returns.
  • Refunds will be issued in the currency originally used for the purchase.

7. Exchanges

We do not process direct exchanges. If you wish to exchange a product, please:

  1. Return the original item for a refund as outlined above.
  2. Place a new order for the desired product.
  3. Contact us for assistance with expedited reordering if needed.

8. Frequently Asked Questions

How long does it take to receive my refund?

Refunds are typically processed within 10–14 business days after the returned item is received and inspected.

What if I received the wrong item?

If you received an incorrect product, contact us immediately at returns@rockwellfoods.com. We will arrange for free pickup and send the correct product at no additional cost.

Can I return opened food items?

Due to health and safety standards, opened or partially used food and beverage products cannot be returned unless they are defective or damaged.

Do you provide prepaid return labels?

We provide prepaid return labels only for defective or incorrect shipments. For voluntary returns, customers are responsible for shipping costs.

9. Contact Us

If you have any questions about our Returns & Refund Policy, please contact us:

Company Name: Rockwell W.L.L
Email: returns@rockwellfoods.com
Phone: (+973) 32250105 / (+973) 38177375
Address: Building 1332, Flat 23, Road 4149, Block 441, North Sehla, Kingdom of Bahrain

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