Refund policy

We understand that sometimes you may need to return or exchange a product. Our goal is to ensure that you have the best shopping experience possible, so we have outlined our returns, exchanges, and refund policies below.

1. Our Guarantee to You

We strive to provide you with the highest quality products and excellent customer service. If you are not completely satisfied with your purchase, please let us know, and we will do our best to make it right.

2. Returns & Exchanges Overview

If you wish to return or exchange a product, please review the following guidelines carefully:

  • 30-Day Return Window: New, unused, and uninstalled items can be returned or exchanged within 30 days of the purchase date.

  • Shipping Fees: Original shipping fees and any handling charges are strictly non-refundable.

  • Return Shipping Costs: Customers are fully responsible for prepaying the cost of return shipping. We recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.

  • Exclusions: Made-to-order, customized, and special-order items—including all products not explicitly included in our Ready to Ship collection—are not eligible for returns, exchanges, or cancellations.

3. How to Initiate a Return

To start a return or exchange process, please follow these steps:

  1. 1

    Contact Us: Email our customer service team at order@roomert.com with your order number and the reason for the return.

  2. 2

    Review & Approval: Once our team reviews your request, we will provide you with the appropriate return shipping address and instructions.

  3. 3

    Package & Ship: Securely package the item in its original packaging to prevent damage during transit. Ship the package using a trackable shipping method and share the tracking number with us.

Please do not send your purchase back to the manufacturer or the original shipping address without prior authorization from our team.

4. Refund Process

Once your return is received and inspected by our warehouse, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

  • Approved Refunds: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5 to 10 business days.

  • Late or Missing Refunds: If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company or bank, as it may take some processing time before your refund is officially posted. If you've done all of this and still have not received your refund, please contact us.

5. Warranty Policy

We stand behind the quality of our products. If you encounter any issues with a product covered by our warranty, please contact our customer service team for prompt assistance.

  • Coverage: Our warranty policy covers manufacturing defects and does not include damage caused by misuse, improper assembly, accidents, or normal wear and tear.

  • Specific Terms: Please refer to the specific warranty information provided with your product for detailed coverage and duration.

6. Need Assistance?

If you have any questions or need further assistance regarding our returns and exchanges policy, please don't hesitate to contact our customer service team. We are here to help!

  • Email Support: order@roomert.com

  • Operating Hours: Monday to Friday, 10:00 AM - 5:00 PM (JST)