Our Return/Refund Policy

Return & Refund Policy

We want you to be fully satisfied with every purchase. Our team strives to ensure quality products, accurate descriptions, and safe delivery. If there’s ever a problem with your order, we’ll make it right as quickly as possible.

To Process a Return or Refund

Please contact us with:

  • Photos or videos clearly showing any damage or defect.
  • A screenshot or written message of the issue (for example, a delivery problem or quality concern).
  • If a return is requested, the product must be shipped back to our warehouse following our instructions.

We offer refunds, replacements, or returns in the following situations:

1. Delayed Orders

Orders are eligible for a refund or reshipment if tracking shows no updates after:

  • 45 days for U.S. orders,
  • 60 days for most other countries,
  • 110 days for Brazil (due to customs processing).

If the tracking shows the package is pending because of an incorrect or incomplete address, it’s best to contact your local post office directly.

2. Orders Not Received

We cannot refund or resend if tracking shows the package as delivered.

If your customer hasn’t received the order despite a “Delivered” status, please provide an official non-delivery certificate from your local carrier.

Packages marked as “Alert” or “Undeliverable” due to:

  • Incorrect address,
  • Unknown recipient,
  • Refusal,
  • Missed pickup window, or
  • Customs issues
  • are not eligible for refunds.

If a returned package arrives back at our warehouse, we can store it in your inventory, but shipping fees are non-refundable.

If your order hasn’t arrived within 30 days, please contact us for a free reshipment or refund.

3. Damaged Products

We offer:

  • Full refunds or replacements for severely damaged items.
  • Partial refunds or replacements for minor defects (e.g., light scratches or small wrinkles).

Please report any damage within 30 days of delivery.

4. Incorrect or Missing Items

We carefully inspect every order before shipping.

If you receive the wrong product, color, or size, or an item is missing:

  • You may request a full refund or replacement.
  • For small missing parts, we may issue a partial refund or send the missing piece.

5. Order Cancellations

Orders can be fully refunded before processing begins.

Custom or made-to-order items (like personalized products) cannot be canceled once production has started.

Important Notes

  • Returns are accepted only to our main warehouse, and must be sent within 30 days of receiving the order.
  • Please note that international return shipping can take up to 3 months and is often costly.
  • Refunds are not available for reasons such as dislike of the product, incorrect item ordered, or minor variations from photos.
  • We are not responsible for delays or damages caused by natural events, customs holds, or international shipping conditions.

Need Help?

If you have any questions or concerns about your order, please contact our support team. We’re here to help ensure you have a great experience shopping with us.

support@roomwiseshop.com