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 (minor soiling), 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.