1.Current scope and priority
This Policy describes commercial delivery, cancellation, return and refund procedures for footwear supplied by Rocks Contracting & Trading FZ-LLC, trading as ROX Tactical, Ras Al Khaimah, United Arab Emirates. Contact: info@rox-tactical.com.
ROX currently handles business, government and institutional inquiries and supply arrangements. The website does not provide a direct retail checkout. This Policy applies to a supply transaction where provided and validly incorporated into its quotation, order acceptance or agreement. It does not impose new terms on an existing order by publication alone.
Mandatory law and the expressly agreed order of precedence prevail. In the absence of an agreed order, the signed supply agreement and agreed amendments prevail over the accepted quotation or order confirmation, which prevail over this incorporated Policy. Goods bought through an independent authorized seller should normally be addressed through that seller, without restricting any direct warranty or mandatory right against the Company.
2.Orders specifications and scheduling
Orders become binding through the written acceptance procedure agreed by authorized representatives. Product listings, inquiry acknowledgements and catalogue downloads do not constitute acceptance. The supply documents should identify quantities, sizes, colours, included components, optional features, approved samples where applicable, packaging, prices, currency, payment milestones and delivery requirements.
Manufacturing or delivery lead times depend on the accepted order and any stated prerequisites, such as approval of specifications, payment of an agreed deposit or receipt of necessary delivery information. Estimated dates are estimates unless the contract makes them binding. Changes affecting accepted quantities, specifications or contractual milestones must follow the agreed change procedure.
3.Delivery terms title and risk
The order should state the delivery address, shipping method, allocation of freight and insurance, importer of record and responsibility for clearance, duties and taxes. If an Incoterms rule is used, specify the rule, named place and edition. An Incoterms rule allocates relevant delivery responsibilities and risk; it does not by itself determine ownership, payment or every contractual obligation.
Risk and title pass as specified in the accepted agreement and permitted by applicable law. If the agreement is silent, applicable law determines the position; this website Policy does not automatically transfer risk to the buyer upon dispatch. Retention of title applies only where expressly agreed and legally effective.
The parties must provide accurate shipping and customs information and cooperate in obtaining required documents and permits. No party is assigned importer-of-record status solely by visiting the website. Split deliveries require consistency with the agreed delivery arrangements and do not remove obligations for missing items.
4.Delays and delivery problems
Where a material delay becomes known, we will communicate the relevant information and discuss a revised plan and any contractual or legal remedies. Customs delays, carrier disruption, conflict, severe weather or other events beyond reasonable control are handled under the agreement and applicable law; they do not automatically excuse every obligation or remove a mandatory refund right.
Additional costs caused by an incorrect address, unjustified refusal, non-collection or missing information may be charged only where allocated by the agreement or applicable law and reasonably substantiated. A reasonable opportunity to correct the problem should be provided where practicable. A buyer's valid rejection of defective or non-conforming goods is not treated as an unjustified refusal.
5.Inspection and reporting
Inspect deliveries promptly in accordance with the contract's inspection and acceptance procedure. Record visible transport damage, shortages or incorrect items, preserve packaging and labels where relevant, and notify info@rox-tactical.com or the agreed account contact with the supply reference, affected quantities and photographs.
The contract may establish a reasonable notification period for apparent defects or shortages. There is no additional fixed forfeiture deadline imposed by this Policy. Failure to identify a latent defect at delivery does not by itself establish conformity or remove a warranty or mandatory right. Signing a delivery receipt is evidence of receipt and is not automatically acceptance of hidden defects.
For a suspected batch issue, preserve batch identification and representative evidence and agree an inspection plan before disposal or alteration. Stop use or distribution where a credible safety concern requires it and contact us promptly for appropriate handling.
6.Cancellations and changes before delivery
Requests to cancel or change an accepted order must be made in writing. Approval and financial consequences are governed by the accepted agreement and applicable law. Customized, personalized or production-committed orders are not subject to an automatic voluntary change-of-mind cancellation right unless expressly agreed.
Any cancellation charge must be supported by the agreed terms and lawful basis, with reasonable substantiation of relevant committed costs where required. A deposit is not automatically forfeited merely because this Policy exists. Any refund due after a permitted cancellation is calculated under the agreement and applicable law, including treatment of sums attributable to work or goods not supplied.
Restrictions on optional cancellation do not remove remedies for the Company's breach, defective or non-conforming goods, or a mandatory cancellation right.
7.Commercial change of mind returns
There is no general 14-day change-of-mind return promise for institutional or commercial orders under this Policy. A non-defective return or size exchange is available only where required by law, included in the contract or separately approved in writing.
An approved voluntary return should identify the products and quantities, return period, condition requirements, return location, transport responsibilities, any agreed restocking charge and the refund or credit method. Fees must not be imposed retrospectively. Unless otherwise agreed, goods should be unused, complete and in resalable condition with original packaging protected by an outer shipping carton.
These conditions relate to optional returns. They must not be used to reject an otherwise valid defect or non-conformity claim merely because footwear was reasonably used, its packaging was opened or its original box is unavailable.
8.Defective incorrect or non conforming goods
Notify the original seller or the Company with the relevant order and product information. The ROX Tactical Limited Footwear Warranty applies where provided with the goods; contractual conformity and mandatory remedies apply independently of that voluntary warranty.
Where a claim is established, the applicable remedy may include repair, replacement, a price adjustment, rejection or refund according to the agreement and applicable law. A return authorization is a routing and assessment step, not a waiver of rights or a substitute for the substantive claim decision. Mandatory remedies are not converted into optional returns or subjected to a prohibited restocking fee.
9.Return authorization and safe shipment
Request a return reference and approved shipping address before sending goods. Include the order or supply reference, purchaser or issuing organization, model, size, batch information if available, affected quantity, reason and photographs where relevant. For a legally effective cancellation or rejection, the underlying notice is not invalid merely because administrative return instructions remain pending.
Do not send goods to a supplier, factory, warehouse or office that has not been designated for the return. The return reference should be included inside the parcel, and the product box should be protected by a separate shipping carton. Use the agreed carrier or a suitable trackable service and keep shipping evidence.
Disclose contamination, hazardous exposure or unsafe condition before shipment. Do not clean, repair, alter or destroy evidence where that would compromise assessment. We will agree appropriate handling where ordinary return shipment is unsuitable. Remove unnecessary personnel information and restricted operational markings where permitted without destroying relevant evidence.
10.Return costs and transit risk
For an optional return, the approval will specify the carrier, transport costs, customs arrangements, insurance and transit-risk allocation. If an allocation is not agreed, applicable law governs; the buyer is not charged an undisclosed fee by default.
For a covered warranty defect, the Company bears reasonable approved transport and assessment costs necessary to provide the remedy, subject to any more favourable agreement or mandatory rule. Costs for other non-conformity remedies are allocated under the relevant agreement and applicable law. If the return is found not to qualify, any lawful assessment, cleaning or return transport charge must have been disclosed and accepted in advance.
11.Refunds and credits
Refund entitlement, amount and timing follow mandatory law and the accepted agreement. For an approved voluntary return with no other agreed deadline, we will initiate the agreed refund or credit within 14 calendar days after receipt and inspection confirming eligibility. We will carry out inspection without unreasonable delay and communicate any additional testing or evidence needed. This administrative process cannot extend a mandatory refund deadline.
Refunds are normally made to the original payer and payment route where practicable. Any alternative bank details require reasonable verification. A credit note, replacement or exchange will not be imposed instead of a cash refund where the contract or law gives the buyer a refund right. Bank processing time is separate from the Company's obligation to initiate payment on time.
Any deduction, cancellation cost or restocking charge must be identified and supported by an agreed or statutory basis. Tax adjustments, freight, duties, currency differences and partial-order discounts are handled consistently with the original agreement and applicable law; no new deduction is introduced after the return is agreed.
12.Exchanges and rejected returns
Optional size exchanges depend on stock, the agreed configuration and written approval. A defect replacement must comply with the relevant remedy and cannot be treated as a discretionary size exchange. Materially different protective specifications or features require the agreement required by the contract and law.
If a return is rejected, we will explain the reason and the arrangements for collection or reshipment, including any previously agreed lawful charges. Goods will not be disposed of merely because a claim is disputed. Disposal requires a lawful basis and appropriate notice or consent, except where urgent safety or legal requirements justify a different procedure.
13.Payment disputes and conduct
Please contact us promptly about disputed deliveries, returns or payments so that records can be reviewed. This does not prevent a lawful bank dispute, regulator complaint, court application or other remedy, or suspend an applicable filing deadline. Relevant records may be provided to payment providers, advisers or authorities where legally permitted.
Counterfeit substitutions, deliberately false claims or other fraud may be investigated and lawful action taken. A disagreement about a defect, or exercise of a legitimate right, is not itself fraud.
14.Future retail sales and mandatory rights
If direct retail sales are introduced, retail delivery, return, cancellation and refund terms will be provided before purchase for the relevant markets. This Policy does not announce a retail launch or apply a single country's cooling-off period universally.
Nothing excludes or restricts rights or remedies that cannot lawfully be limited. A business or institutional label does not by itself determine whether statutory consumer protections apply. Product safety, recall and contractual duties continue as required by law.
15.Contact and versions
Contact Rocks Contracting & Trading FZ-LLC, trading as ROX Tactical, at info@rox-tactical.com or through rox-tactical.com. Include the order or supply reference and a description of the issue. The Company is based in Ras Al Khaimah, United Arab Emirates. Return addresses are provided individually and may differ from office addresses.
Changes apply prospectively and do not alter accepted supply arrangements unless a lawful amendment is agreed. Keep the version incorporated into the relevant transaction together with the accepted quotation, agreement and delivery records.