FAQ

The following are some FAQs about online shopping,
Customers are advised to read all items before shopping:
1. Freight matters (local and international mail)
2. Missing package
3. Tax liability
4. Exchange or return
5. Maintenance Service
6. Repair goods

7. Maintenance
8. Exchange Service Policy

1. Payment Methods

We accept the following payment methods: Visa, MasterCard, Amex, ChinaUnion Pay, Jcb, Diners, CartesBancaires, Discover, Electron, Maestro, Paypal, Atome

2. Shipping fees

Local and international shipping

Local Shipping
Every purchase over HKD $500 will receive free shipping;
Unless specified to "pick up at store", we will charge HKD $30 shipping fee for every purchase below HKD $500
International Shipping
Free shipping for every purchase over HKD $2000, otherwise shipping fees may vary (HKD $40-100), depending on the weight of package

3. Lost packages

Rock Trading will not be responsible for the negligence of the third-party logistics company for missing packages during the delivery process.
In order to reduce the risk of missing packages, the company will use reputable logistics companies.Under normal circumstances, we would choose SF Express or Hong Kong Post as our 3rd party logistics option.

4. Tax Obligation

Customers need to take full responsibility for all taxes, and Rock Trading will not handle any related tax issues from the purchase, including but not limited to import taxes, sales taxes, etc.
For all tax issues, customers may seek advice from local authorities.

5. Exchange or Refund

We do not offer refund options under normal circumstances, unless quantity of goods received does not match with the order or goods received are defective.

If the goods are found to have any defects or problems delivered by logistics, Please contact our customer service to request replacement, within 24 hours of receiving the goods (the official third-party logistics system receipt and dispatch record shall prevail). The returned goods must be in a new and undamaged state.

For more details, please check section 8. Exchange service terms

6. Warranty

All Wolke 7 Insoles, Listra Insoles, Infrared Ray Moist Heating Pad and TENS machine are subject to 1 year warranty.
Warranty period starts from the date of purchase.

*Warranty service is subject to terms and condition. details could be obtained from the reminders on the warranty card
* Rock Trading reserves the right to make all final exchange decisions

7. Maintenance

We normally charge HKD $450 for maintenance after the warranty period.
Each product is limited to receive maintenance for once only.
Please be reminded that maintenance service may usually take for a while (approximately 3-4 weeks), sorry for causing any inconvenience.
Feel free to contact us for more details.

8. Exchange Service Policy

Exchanges are only available for regular-priced items, special-priced items and promotional items, but do not include clearance items and items purchased under certain discounts or promotions that specifically state that refunds or exchanges are not allowed. Please contact us to request an exchange within 7 days of receiving the item (based on the date of receipt) or within the warranty period (based on the date of purchase). Only one exchange is allowed per order, and exchange requests are subject to stock availability. Exchanges are only available at Rock Medical's office. If the returned item does not meet the return conditions (please refer to "No refund or exchange" below), Rock Medical reserves the right to refuse the exchange request. The exchanged item will be calculated at the original price. If the original price of the exchanged item is greater than the returned item, the customer will be required to pay the difference. If the original price of the exchanged item is less than the returned item, Rock Medical will not refund the difference.

If the returned goods do not meet the following return conditions, no refund or exchange will be arranged:

The goods are in original condition (the goods are intact, unused, unwashed or undamaged; no stains or smears), and they do not affect reselling.
The outer packaging of the product is intact (eg. the heating pad box is intact and not damaged or stained; please do not stick any tape or labels directly on the shoe box of the product).
All related accessories of the product (such as manuals, wires and other accessories for some products) must be returned together.
Any additional gifts contained in the product/package (eg. free gifts with purchase) must be returned together. The gift must be in the condition in which it was signed for. If the gift cannot be returned, Rock Medical reserves the right to require to pay the gift price indicated on this website.

Rock Medical will not be able to assist with refunds or exchanges in the following circumstances:
Items purchased under certain discounts that specifically state that refunds or exchanges are not available
The electronic confirmation or order number or order receipt issued at the time of purchase is lost
Orders placed beyond the refund or exchange period
Improper use of the product
Product debonding or cracking due to scratches from external hard objects or internal wear and tear or product damage due to improper washing or products that have been used before, are damaged or deformed
Products that are not Rock Medical products

*In case of any dispute, Rock Medical reserves the right to make the final decision.
*Rock Medical reserves the right to amend or make any change of the above terms at sole discretion and without prior notice.

FAQ