Refund and Returns Policy

1.About product damage
If your item arrives damaged or is not working, please contact us for returning policy within 7 days of the order being received. After returning the product to the address provided by our support team, we can send you a new item free of charge (we will reimburse you the return shipping cost), or you can choose to receive a full refund. 100% risk-free you shop at Rouom .
Special Notes:
Customers must first send a clear photo or video of the damaged or defective product and the shipping packaging to us. Please use good lighting, and a close to medium distance, so we can identify and verify the issue(s).
After Rouom has received the returned product and confirmed the product is faulty, the return shipping cost will be refunded. If our technical team determines the item is not belonging to Rouom , Rouom will not compensate the return shipping fee.
Product returns must be via one of Rouom approved shipping methods; our Support Center will state that by email before return.

2、30 Days Refund Guarantee for Unopened ,Unused
If for whatever reason you do not want your item within 30 days of receiving it, you may also contact us for a return and refund. Kindly note that in such cases the return shipping fee is the customers responsibility and is non-refundable. Items MUST be returned in their original packaging, unused and unopened in order to qualify for a product refund.
Note that the returns shipping fee is non-refundable and products must be returned unopened and unused for a refund. Besides, we will deduct part of expenses from the original order as the previous freight charge.

3、About Canceling Order And Refund
①Order can not be canceled if it was shipped out, shipping fee ,tax and any other fees it may cause (to destination country & back to China)are the customers responsibility and is non-refundable. And we will deduct part of expenses from the original order as the previous freight charge. If there is any money left after all expenses,we will refund; If the order amount is not enough to cover all expenses, customer needs to compensate us for the remaining expenses, for example, custom tax and shipping fee.
②Order can be canceled if it was not be shipped out, we will refund all money.

4.Returns and Compensation Process
If you have any after sales issues, please contact our customer service team directly and they will offer you a solution according to your case. They will confirm whether you need to return the item and to which address you may return it to.
This following section describes the processing time required upon receiving your returned item.
For exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
For refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at service@rouom.com.
To start a return, you can contact us at service@rouom.com. Please note that returns will need to be sent to the following address:
CONTACT INFO
Email: service@rouom.com
Phone: +86 134 2421 5915
Support: Monday – Friday 10 AM – 10 PM (ET)
Address: 5th Floor, No.82 Zhulongtian Road,Shuitian Community, Shiyan Street, Bao’an District,Shenzhen, Guangdong, 518108, China

5.Confirm if the refund is accepted
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at service@rouom.com.

6.Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

7.Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.

8.European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.