If it doesn't arrive, we'll refund your money
On ROKI Market your payment doesn't go straight to the seller: it's held by ROKI and released only when you confirm you received your order. It's that simple.
The seller gets paid when you receive your order, not before.
Every store passes an identity or RTN verification before selling.
If there's a problem, the ROKI team mediates between you and the seller.
How does a claim work?
Go to My orders (or to tracking with your RM code if you bought as a guest), tell us what happened and attach photos if applicable. You have up to 7 days after delivery.
The seller has 48 hours to propose a solution. If they don't respond or you don't reach an agreement, the ROKI team steps in and reviews the evidence from both parties.
If the claim is valid, we refund your money to the same card you paid with — full or partial depending on the case. Since the payment was held, we don't rely on the seller «returning» anything.
Frequently asked questions
What does the ROKI Guarantee cover?
Orders that didn't arrive, that arrived damaged or incomplete, and products significantly different from their description or photos. It doesn't cover change of mind on hygiene products, food or personalized items.
How long do I have to file a claim?
You have 7 calendar days from the delivery date. If your order never arrived, you can file a claim once the estimated delivery date has passed.
When do I get my refund?
Once approved, the refund is issued to the same card used for the purchase and your bank usually reflects it within 5 to 10 business days. We'll notify you by email at every step.
Does it apply to digital products?
Yes: if the file is damaged, can't be downloaded or doesn't match what was offered, you qualify for a refund. Digital products delivered correctly are non-refundable.
Shop with confidence
All ROKI Market stores are verified and protected by this guarantee.
Explore verified stores