Refund policy

Returns

We have a 30-day return policy for eligible items, which means you have 30 days after receiving your item to request a return and send the item(s) back*. If 30 days have passed since you received your purchase, unfortunately, we cannot offer you a refund or exchange.

Eligibility for Returns

  •  To be eligible for a return, the item must be unused, unworn, and in the same condition as when you received it, including any tags or labels. 
  • You will not be able to start a return until your order is in transit
  • Shipping fees are non-refundable
  • Please note that refunds will not be issued in cases where the buyer has provided an incorrect or inaccurate shipping address

*Packages that are sent after 30-day return window will not be accepted.

Restocking Fee

We are pleased to inform you that we do not charge any restocking fees on returns. Your satisfaction is our priority, and we want to make the return process as smooth as possible.

Return Shipping Fee

Customers are responsible for the actual cost of return shipping. If you choose to initiate a return for an item, you will be responsible for covering the shipping expenses associated with sending the item back to us, regardless of the reason for returning the item.
For returns, you will be provided with the address of one of our European warehouses.

Please note that we cannot accept returns on the following items:

  • Sale items
  • Insert Pillows, Comforters, Duvets, Quilts
  • Wall Prints
  • Virtual and Physical Gift Cards
  • Select Tapestries
  • Select Canvas Art
  • Furniture
  • Area Rugs/Carpets (Pastel Curvy Checker Carpet, Checkered Carpet etc.)

Initiating a Return

To start a return, you can contact us at hello@roomtery.com. Once your return is accepted, we’ll send you a return instructions on how and where to send your package. Please note that we do not provide a prepaid shipping label. Items sent back to us without first requesting a return will not be accepted.

Provide necessary details: When contacting our support team, kindly provide the following information:

  • Your order number
  • The item(s) you wish to return
  • The photo of the item/package you wish to return

You can always contact us for any return question at hello@roomtery.com.

Refund Process

Once you ship the item back and we receive your return and verify its eligibility, we will process your refund. The refund will be issued to the original payment method used during the purchase.
We process your refund within a maximum of 3 days. However, the funds may take up to 10 days to appear in your account, depending on your original payment method.

Miscellaneous

Damages and Issues

We refund all items that are defective/damaged upon arrival. Also, all items that are not delivered within 80 days of the shipment are automatically qualified for a refund if the shipping address you provided us was correct and complete.

If you have any problems with your order, please contact us at hello@roomtery.com as soon as possible.

  • If you received a broken/faulty/wrong item, include a photo of the defect/product, your order number, and a short explanation of the issue in your email.
  • In case you haven't received your order and want a refund, include your order number and a short explanation of the situation in your email.

Please notice that customer is fully responsible for specifying correct and complete shipping address. We don't offer refunds & returns if you provided an incorrect address or did not receive the package on time and it was sent back.

Cancellations

Orders may be cancelled only if a tracking number has not yet been generated and no later than 24 hours after the order is placed.

Once a tracking number is created or 24 hours have passed, the order enters shipping processing and cannot be cancelled, regardless of the time since purchase. However, you're welcome to request a return and refund within 30 days once the order arrives.

Order Changes

Any changes to your order - including name, address, or other details - must be requested within 24 hours of placing the order. We cannot guarantee that updates requested after this time can be applied.

Disclaimer

We are not responsible for issues resulting from errors in the shipping address or recipient name provided by the customer, including undelivered or lost packages.

We are also not responsible for stolen packages, or for failed deliveries where the courier was unable to access the delivery location.
- Before placing your order, please double-check that your shipping information is correct and that the delivery location is accessible. 
- While we do not require a mobile phone number, providing one can help couriers ensure smooth delivery and reduce the risk of delivery problems.

Customs fees, duties & taxes

Import duties and taxes may apply upon receipt of international orders. These duties & taxes are beyond our control as they are set by the Customs Authority of the destination country/location and depend on a number of factors, such as:

  • Country/location of origin of the purchased product
  • Local VAT rates
  • Local import taxes

It is your responsibility to pay these charges if and when asked to by your local authorities

Undelivered Packages

If a package is not delivered due to failure to pick it up in time, refusal to pay customs fees, or refusal to accept the delivery, we are unable to offer a refund. In such cases, the package is not returned to our warehouse, and we are unable to process a return or refund for undelivered items

Refund processing time

The refund processing time depends on the original payment method you have chosen. Refunds through PayPal are processed instantly upon our confirmation, while refunds via credit card may take up to 5 business days, depending on the provider