Store policy
Returns & Refunds
Last updated October 27, 2026
If something is not right, here is how to return an item and how refunds are handled.
Returns window
Unused products in their original packaging may be returned within the returns window published by the store.
Items that show signs of use, or that are missing parts or packaging, may not be eligible for a full refund.
How to start a return
Contact support at contact@rochestore.shop or +1 585 252 1692 with your order number and the reason for the return.
We will confirm eligibility and send return instructions. Please do not ship an item back before you have those instructions.
Refunds
Once a returned item is received and inspected, the refund is issued to the original payment method.
Refunds are processed by our payment provider and can take several business days to appear on your statement.
Shipping charges are refunded where the return is due to a fault on our side, or where required by law.
Damaged or incorrect items
If an item arrives damaged or is not what you ordered, contact us with your order number and photographs of the item and packaging. We will arrange a replacement or refund.