Refund policy

Return & Refund Policy – Rocco and Toto

At Rocco and Toto, we specialize in high-quality sofas. We want you to be completely satisfied with your purchase. This policy applies to all purchases made through our online store.

1. Return Window

We accept return requests within 15 calendar days of the delivery date.

2. Eligibility Requirements

To be eligible for a return, the sofa must:

  • Be unused and in the same condition as received
  • Be free of stains, odors, damage, or modifications
  • Include original packaging with tags intact and no signs of use
  • Be accompanied by a valid proof of purchase

3. Non-Returnable Items

We do not accept returns for:

  • Custom or made-to-order sofas (including specific sizes, fabrics, or colors)
  • Discounted, clearance, or final sale items
  • Products damaged due to misuse, improper handling after delivery, or incorrect storage

4. Return Shipping & Fees

  • Customers are responsible for all return shipping costs, including international returns
  • Original shipping charges are non-refundable
  • For cross-border returns (U.S. ↔ Mexico), customers are responsible for any duties, taxes, or customs fees

5. Refunds

Once your return is received and inspected:

  • We will notify you of the approval or rejection of your refund
  • If approved, refunds will be processed within 5–10 business days
  • Refunds will be issued to the original payment method
  • Deductions may apply for damage, signs of use, or missing packaging

6. Damaged or Defective Items

If your product arrives damaged or with a manufacturing defect:

  • You must report the issue within 48 hours of delivery
  • Photo or video evidence is required
  • We will cover the cost of repair, replacement, or refund, as applicable

7. Exchanges

We accept exchanges for another available model:

  • Subject to product availability
  • Customers must pay any price difference
  • The same return conditions apply

8. Order Cancellations

  • Orders may be canceled within the first 24 hours after purchase
  • After this period, especially for items already in production or custom orders, cancellations are not guaranteed

9. Delivery & Customer Responsibility

  • Customers are responsible for ensuring that the delivery space is suitable for the sofa (doorways, stairs, elevators, etc.)
  • We are not responsible for additional costs due to difficult access conditions

10. Chargebacks & Disputes (U.S. Protection Clause)

To prevent fraud and disputes:

  • Customers agree to contact us first to resolve any issue before filing a chargeback
  • Filing a false or abusive chargeback may result in denial of future service
  • We reserve the right to provide proof of delivery, communication, and policy acceptance to payment processors

11. Contact Information

To start a return or for any questions, please contact us:

Customer support is available 24/7.
We respond within 12–24 hours.

12. Return Address

Returns must be sent to:

Rocco and Toto – VDT Logistics
XCELL Logistics
502 Nafta
Laredo, Texas 78045
United States
Phone: 8117611491

13. Important Notice

  • Returns will not be accepted without prior authorization from our customer support team
  • We reserve the right to deny any return that does not meet the conditions outlined in this policy

14. Policy Updates

Rocco and Toto reserves the right to update or modify this policy at any time without prior notice.