Refunds & Returns
REFUNDS AND RETURNS
Every ROKKO ONE order is covered by a 30-day returns policy and a 12-month
hardware warranty.
This page explains both, and what to do if something isn't right.
30-DAY RETURNS
If you change your mind, you can return your ROKKO ONE within 30 days of delivery
for a full refund.
If it's unopened and in resalable condition, that's the whole conversation — email
us and we'll send you the return address.
If you've opened it and it simply isn't right, tell us anyway. As long as the
console is complete, undamaged and returned with its accessories and packaging,
we'll take it back. We'd rather sort it out than have it sit in a drawer.
Your 30 days begin on the date your order is delivered, not the date you placed
it. If your order spends several days in transit, those days aren't taken away
from you.
12-MONTH HARDWARE WARRANTY
Separately from returns, every ROKKO ONE is covered for 12 months against hardware
faults — the screen, the buttons, the battery and the charging port.
If something stops working in that time and it isn't accidental damage, email us
with your order number and a short description of the problem. We'll repair or
replace it.
You don't need a receipt beyond your order confirmation, and you won't be asked to
prove you didn't cause it.
The warranty runs from the delivery date and covers manufacturing and component
faults. It does not cover drops, liquid damage, or damage from opening the casing.
IF SOMETHING ARRIVES WRONG
If your order arrives damaged, has something missing, or isn't what you ordered,
email us with your order number and a photo.
We'll replace it or refund you, whichever you'd prefer.
You won't be asked to argue the case, and you won't be asked to ship a damaged box
back to us before we help you.
HOW TO REQUEST A REFUND
1. Email us at Hello@playtherokko.com with your order number.
2. Tell us what's happened — you've changed your mind, something's wrong with it,
or it hasn't arrived.
That can genuinely be the whole message.
3. Our customer care team will send you the next steps.
4. Once your refund has been approved, it will be returned to your original
payment method within 5 business days. Depending on your bank, it can take a
further 3-5 business days to appear on your statement.
You don't need to explain yourself at length. If you do want to tell us what went
wrong, we genuinely appreciate it — feedback is how we make ROKKO better.
RETURN SHIPPING
If the return is our fault — damaged, defective, the wrong item, or it arrived
late — we cover return shipping, and in most cases we won't ask for the item back
at all.
For a change-of-mind return, return shipping is your responsibility. We'll email
you the return address, and we recommend a tracked service, as we can't issue a
refund for a package that doesn't reach us.
There are no restocking fees on any return.
A FEW THINGS WORTH KNOWING
Check your color as soon as your confirmation arrives
Your order confirmation email shows which color you chose. Read it the moment it
lands.
If it isn't what you wanted, email us straight away with your order number and
we'll change it if your order hasn't shipped yet. Thirty seconds now beats a
return later.
Charge it fully before you decide
It ships with a partial charge. A console that won't turn on out of the box is
almost always a flat battery rather than a fault.
Plug it in over USB-C for an hour before you contact us — it uses the same cable
as a phone.
It plays retro games, not modern ones
We'd rather say this here than have you find out after it arrives. The ROKKO ONE
runs classic console and handheld libraries. It is not a current-generation
machine and will not play modern titles.
If there's a specific game you're hoping for, email us before you order and we'll
tell you straight whether it's on there.
Keep the box until your 30 days are up
It's the easiest way to send it back if you decide to, and it keeps the console
protected in the meantime.
ONE REFUND PER CUSTOMER
Our 30-day change-of-mind refund is limited to one qualifying refund per customer.
It applies only to orders purchased directly through playtherokko.com.
Purchases made through another retailer or marketplace are subject to that
retailer's own return policy.
This limit does not apply to faulty, damaged, missing or late orders, or to
warranty claims. Those are never capped.
YOUR RIGHTS
Nothing in this policy limits any rights you have under federal or state consumer
protection law.
That includes the Federal Trade Commission's Mail, Internet, or Telephone Order
Merchandise Rule, which entitles you to a refund if we cannot ship within the time
we advertised, and any implied warranties available under the law of your state.
If your ROKKO ONE is defective or not as described, you have remedies regardless
of anything written here.
Questions? Email us anytime at Hello@playtherokko.com and our customer care team
aims to respond within one business day.