Returns & exchanges

Rokoko return policy

We understand that sometimes things don't work out, so we've made our return process simple and straightforward. You have a full 30 days from the date your order arrives to decide if it's right for you. This applies to all our hardware, including the Smartsuit Pro II and Smartgloves.

We encourage you to carefully inspect and try out your new Rokoko gear when it arrives. This 30-day window gives you plenty of time to make sure it's a perfect fit.

What can be returned?

Most Rokoko hardware can be returned for a full refund (minus original shipping costs), as long as it's in great condition. Here's a quick guide:

Electronics (Smartsuit Pro II, Smartgloves, etc.) and plastic parts (Headrig, Headcam etc):
Make sure the electronic and plastic components of your order are returned in their original condition and Rokoko packaging, undamaged, unaltered and without any scratches. We understand that the packaging might get a little worn during shipping, but significant damage to the Rokoko packaging or sending back no packaging at all may incur a fee of 25€. Of course, any signs of tampering, misuse, or physical damage to the electronics themselves will prevent a refund.
Coil Pro:
To ensure a smooth return, we kindly ask that the black package box arrives in good condition, without any signs of mishandling or missing packaging. Please also include all accessories, such as the power supply and cables. In the event of missing items or damage to the external packaging, a 50€ fee may apply. Additionally, any damage to the Coil Pro unit itself, such as scratches on the exterior cover, or missing mounting plates or bases, may result in a 150€ fee.
Textiles:
We can only accept returns on textiles that are brand-new and unwashed, with all original tags attached. Think of it like trying on clothes in a store – we can't resell items that have been used. This means:
- No scratches or damage to the elastic tabs.
- No stains, dirt, or other signs of wear.
- No odors (like perfume, smoke, or sweat).

A note about textile returns

If a textile is returned and needs a little freshening up from light wear, we'll apply a small 50€ laundry fee. If there's more significant damage, like scratched tabs, we'll need to charge a 395€ damage fee (the full retail value of the textile) since we won't be able to resell it. In rare cases of extreme damage, we might not be able to accept the return.

Example of used tabs that incur charges

Example of tabs that are acceptable

Global return & cancellation policy

Email our customer support: Simply email our Customer Support at support@rokoko.com within 30 days of delivery. Please include your order number (it looks like RKK#1234 or RKK#1234-XXX). This helps us quickly locate your order. Any follow-ups in our communication should take place in the following 7 days until resolution.

For customers within the European Union

If you are located within the European Union, your order is subject to the following structural timeframes in compliance with EU Directive 2023/2673
Days 1–14 (Statutory Cooling-Off Period): You have a 14-day cooling-off period from the day of delivery to change your mind.

One-Click Cancellation: To initiate a return during this time, you can submit your request instantly by using a dedicated form on our online store or email us at support@rokoko.com.
Refund Structure: Once your request is submitted, our team will promptly get in touch with you. Returns initiated during this timeframe will also receive a refund for original shipping costs. You are responsible for the costs of postage and packaging in case of a return during this time.
Optionally, you can choose to allocate the original shipping fee towards your return shipping fee. In this case, our team will provide you with prepaid shipping labels. You will then need to drop off items at the relevant courier location near you. Please note that we can only offer this service if the return destination is within the European Union — if in the meantime you have moved outside of the EU, this option is not available and you will need to arrange your own shipping.
Upon safe receipt and inspection of the item at our warehouse, a refund will be issued for the purchase price of the order items.

Days 15–30 (Extended Store Policy): To match our global policy, you may still return your order items up to 30 days from the date of delivery. Returns initiated during this extended window will receive a refund for the order items only. Original shipping fees are used towards your return shipment and not reimbursed. We will provide you with prepaid return shipping labels to assist in the process. Kindly contact support@rokoko.com to initiate the return.

For customers outside the European Union

If you are located outside of the European Union, your order is covered by our standard Global 30-Day Policy.

30 Days to Decide: You have a full 30 days from the date of delivery to test your products and decide if they meet your needs.
Refund Structure: If you return your product within this 30-day window, you will receive a refund for the purchase price of the order items only. All shipping fees are excluded from the refund and used towards your return shipping.
How to Initiate: Please contact support@rokoko.com directly via email to start your return.

How to start a return

We'll help with the rest: Our team will guide you through the return process and provide you with return shipping labels and instructions, usually at no extra cost to you. If you prefer to use your own shipping method, that's fine too, but we won't be able to refund those shipping costs.

Exchanges

Need a different size? Exchanges work the same way as returns. Just make sure the item you're sending back meets our return conditions. Any applicable cleaning or damage fees will apply before we ship out your new size.

Our DOA policy

To help us resolve any issues quickly, please report any damage or operational problems with your hardware to our Customer Support team within 7 calendar days of the delivery date. If you report the issue within this timeframe, our Tech Support team will contact you as soon as possible to take the necessary steps to resolve the issue.

If any operational issue is reported after 7 calendar days from the delivery date, the product will be covered by our standard warranty policy, and we will proceed with a normal repair or replacement, as detailed in our warranty terms.

Refunds

Once we receive your return, we'll carefully inspect it to make sure everything is in order. If both the electronics/textiles and packaging are in their original condition, we'll process your refund back to your original payment method. We'll keep you updated throughout the process.

Questions?

We're here to help! If you have any questions about our return policy, please don't hesitate to contact us at support@rokoko.com. We're happy to walk you through it.