Shopping Guide

We accept the following payment methods: PayMe, Octopus, FPS, AlipayHK, Alipay, China UnionPay, WeChat Pay, Visa, MasterCard, Amex, China UnionPay, Jcb, Diners, CartesBancaires, Discover, Electron, Maestro, Paypal, Atome

Generally, all goods are non-returnable and non-exchangeable once they leave our premises, unless the quantity or style of the received items does not match the order, or the received items are defective. If you discover any defects or issues with items received via logistics delivery, please contact customer service within twenty-four hours of signing for the items (based on the official logistics system's delivery record) to request an exchange. Returned items must be in new and undamaged condition. *Please refer to below for details.

Cancellation of Unshipped Orders

If an order has not yet been shipped, and the customer requests to cancel the order or a refund for personal reasons, upon approval by our company, the refund amount will be subject to a 20% deduction from the total order amount for administrative and payment platform handling fees. If a refund is arranged due to product quality issues or our company's error in shipping, the aforementioned handling fees will not be charged.

Non-Returnable/Non-Exchangeable Items

Specially ordered/customized items are non-refundable and non-exchangeable. Due to hygiene reasons, medical and personal hygiene products are non-refundable and non-exchangeable once sold, except for product quality issues or incorrect shipments.

Exchanges are only applicable to regular-priced items, special-offer items, and promotional items, but exclude clearance items and items purchased during specific discount or promotional activities explicitly stating no refunds or exchanges. Please ensure you contact us to request an exchange within 7 days of receiving the item (based on the courier's delivery date) or within the warranty period (based on the purchase date). Each order is only allowed one exchange, and exchange requests are subject to inventory availability. Exchanges can only be conducted at the Rock Trading Co. Ltd. office. If the returned item does not meet the return conditions (please refer to "Situations where refunds or exchanges are not possible" below), Rock Medical reserves the right to refuse the exchange request. The exchanged item will be calculated at its original retail price. If the original retail price of the exchanged item is higher than that of the returned item, the customer will need to pay the difference. If the original retail price of the exchanged item is lower than that of the returned item, our company will not refund the difference.

If the returned item does not meet the following return conditions, a refund or exchange cannot be arranged:

• The item is in its original condition (the item is complete, unused, unwashed, and undamaged; there are no stains or smudges on the item), and does not affect secondary sales.
  
• The item's outer packaging is intact (e.g., the heating pad box is intact and without damage or smudges; please do not directly affix any tape or labels to the item's shoe box).
  
• All relevant accessories of the item (such as instructions, cables, and other accessories that come with some items) must be returned together.
  
• Any extra gifts included in the item/package (e.g., free gifts with purchase) must be returned together. Gifts must remain in the condition they were received. If the gift cannot be returned, Rock Medical reserves the right to require you to pay for it at the price indicated on this website.
  
• Rock Medical will not be able to assist with refunds or exchanges in the following situations:
  
• Items purchased during specific discount or promotional activities explicitly stating no refunds or exchanges.
  
• Lost electronic confirmation, order number, or order receipt issued at the time of purchase.
  
• Orders exceeding the refund or exchange period.
  
• Improper use of the item or any human damage to the item.
  
• Product unthreading, cracking due to external scratches or internal wear, damage due to improper washing, or items that have been used, damaged, or deformed, or are not Rock Medical products.
  
  *In case of any dispute, Rock Trading Co. Ltd. reserves the right of final decision.
  *Our company has the absolute right to make any changes or modifications to the above content without prior notice.

All Wolke 7 insoles, Listra insoles, far-infrared heating pads, and TENS devices come with a one-year warranty, calculated from the date of purchase.

*Warranty service is subject to terms and conditions. Please refer to the notes on the warranty registration card for details.

*Our company reserves all rights to make final decisions.

If a product requires repair after the warranty period, we generally charge approximately HKD 450 for the repair service. Each item can only be repaired once. Please note: Repairs usually take a longer time, so we kindly ask for your patience. We apologize for any inconvenience this may cause! Please contact us for further details.

Free local express delivery is offered for orders over HK$500. Otherwise, a HK$30 shipping fee will be charged for orders of HK$500 or less, and these orders will be handled via local express delivery, unless the customer specifies "store pickup" during checkout.

Free international shipping is available for purchases over HK$2000; otherwise, additional postage will be charged based on the weight of the items.

Our company will not be held responsible for the loss of parcels due to the negligence of third-party logistics companies during transit. To minimize the risk of lost parcels, our company will use reputable logistics providers. Typically, we will use SF Express or Hong Kong Post as our designated logistics options.