Returns & Refunds Policy

Last updated: 19/08/2025

Our Returns Promise 💛

We want you to feel confident when you choose our sunscreen. Here’s how we take care of you:

• 🌍 Hassle-free delivery – if your order gets lost in the system (and it’s on us), we’ll happily send out a replacement free of charge.

• 📦 Peace of mind packaging – if your tin arrives damaged, just let us know (a quick photo helps!) and we’ll sort it with a replacement or refund.

• ♻️ Good for you, good for the planet – not loving it? Please don’t worry about sending it back! Pass it on to a friend, recycle the contents (food waste), and pop the tin in with your household recycling or repurpose it for something new.

• 🛡️ Safe & fresh for everyone – to keep our products hygienic and trustworthy, we don’t resell or take back used tins. This way, every order you receive is guaranteed fresh and untouched.

• 💳 Quick refunds when due – if a refund applies, we’ll process it quickly back to your original payment method.

✨ Our goal is simple: to make sure you get a safe, high-quality sunscreen that arrives in great condition, while keeping things as planet-friendly as possible.

Full Policy Details

General Policy

Due to the nature of our product (sunscreen in a tin), we cannot accept returns of opened or used items. This ensures the safety, hygiene, and integrity of our products for all customers.

We do not issue refunds or accept returns in the following cases:

• Personal preference (e.g. complaints about a “white cast”). Our sunscreen’s mineral protection is a deliberate and essential feature of its mode of action.

• Scent dislike. Our product is unscented, and the natural aroma comes from its ingredients.

• Misunderstanding of product function or usage. Full usage instructions and educational resources are available on our blog and packaging.

If you do not wish to keep your product, please do not send it back. Instead:

• Pass it on to someone else, or

• Place the contents into your local food waste recycling and recycle the tin, or

• Repurpose the tin for another use.

Returning Unwanted Units (Unopened Only)

If you have accidentally ordered too many units and wish to return some:

• Returns are accepted only for unopened, unused tins with 30 days of receipt.

• Please package items securely to avoid damage in transit.

• We strongly recommend using a tracked delivery service for your own peace of mind, as we cannot be held responsible for items lost or damaged in return transit.

• Include a note inside the parcel with your order number, name, and email address so we can identify your return and process your refund quickly.

• Returns should be sent to our fulfilment partner:

📦 Not the Norm Ltd c/o Eirios Fulfilment
Court Farm Buildings, Llanover, Abergavenny, NP7 9HY, Wales

Refunds for returned unwanted units will be processed within 7 working days of receipt and inspection.

Damaged or Defective Products

If your product arrives damaged, please contact us within 7 working days of receiving it at hello@rokaisunscreen.com.

• We may request photos to verify the damage.

• Once verified, we will either:

  • Send a replacement at no extra charge, or

  • Issue a full refund to your original payment method.

Lost or Undelivered Orders

• If your order does not arrive within the estimated delivery timeframe, please contact us at hello@rokaisunscreen.com.

• We will investigate with the courier.

• If the delivery failure is due to our courier or customs, we will resend the order free of charge.

• If the issue is due to customer error (e.g. incorrect address provided, failure to collect/rearrange delivery), we can resend the order, but an additional shipping fee will apply.

Refunds

• Approved refunds will be processed back to your original payment method within 7 working days.

• Depending on your bank or card provider, it may take additional time for the refund to appear in your account.

Contact Us

For all refund or return inquiries, please reach out to our customer care team:
📧 hello@rokaisunscreen.com
📞 +44 1865 355515