Refunds & Returns
REFUNDS AND RETURNS
Every ROKKO ONE comes with a 100-day money-back guarantee.
Not one evening. Not one week and a decision.
Actually live with it.
Play it on the sofa, take it on a commute, throw it in a bag for a weekend away, and see whether you keep reaching for it.
That's long enough to work through every system on it and still be finding games you'd forgotten existed.
If, during that time, you decide it simply isn't right for you, let us know.
We'll refund your purchase in full.
No awkward explanation. No trying to convince you to keep it.
We're deliberate about this because a handheld is something you can only really judge once it's in your hands.
You can look at the photos, read every detail and know exactly what you ordered, but none of that tells you how the screen looks in your living room, how the buttons feel under your thumbs, or whether it actually comes out of the drawer a month from now.
You shouldn't have to make that decision before you've even played on it.
So we've made sure you don't have to.
HOW TO REQUEST A REFUND
1. Email us at hello@playtherokko.com with your order number.
2. Tell us you'd like to use your money-back guarantee.
That can genuinely be the whole message.
3. Our customer care team will send you the next steps for returning your ROKKO ONE.
4. Once your refund has been approved, it will be returned to your original payment method within 5 business days.
You don't need to explain why it wasn't right for you.
If you want to tell us, we genuinely appreciate it. Feedback is how we make ROKKO better.
A FEW THINGS WORTH KNOWING
Check your colour as soon as your confirmation arrives
ROKKO ONE comes in Purple, White and Black.
Your order confirmation email shows the colour you chose. Read it the moment it lands.
If it's not the one you wanted, email us straight away with your order number and we'll change it if your order hasn't been dispatched yet.
Keep the box if you can
If you think you might use your guarantee, hold on to the original box for the first 100 days.
It's the easiest and safest way to send ROKKO ONE back to us.
Look after it and it'll last
Wipe the screen and the shell with a soft dry cloth. Nothing wet, and no solvents.
Leave the fitted screen protector on. It's there to take the scratches your pocket and your keys will throw at it.
Charge it with the USB-C cable supplied, from a standard phone charger or a laptop port.
Leave the MicroSD card in the slot, and never pull it out while the console is switched on.
Store it indoors, out of direct sunlight, and don't leave it in a hot car.
If something arrives wrong
If your ROKKO ONE arrives damaged, has something missing, or develops a fault, email us with your order number and a photo.
We'll replace the part, replace the console or refund it, whichever you'd prefer. You won't be asked to argue the case.
WHEN YOUR 100 DAYS BEGIN
Your guarantee begins on the date your order is delivered, not the date you buy it.
If your order spends several days in transit, those days are not taken away from you. You get the full 100 days with it.
ONE GUARANTEE PER CUSTOMER
The money-back guarantee 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.
YOUR RIGHTS
Our money-back guarantee is in addition to your statutory rights under the Consumer Rights Act 2015. Nothing in this policy limits them.
STILL UNSURE?
That is exactly what the guarantee is for.
We want you to order knowing you have 100 days to play it, put it away, pick it back up and decide for yourself whether it's right.
No pressure.
Questions? Email us anytime at hello@playtherokko.com and our customer care team aims to respond within one business day.