Return, exchange and refund policy

Return and Exchange Validity Period
You have 45 calendar days to request a return or exchange from the date you received the item (based on the logistics delivery record). If 45 days have passed since your receipt of the goods, we unfortunately cannot offer you a refund or exchange.

Return and Exchange Conditions
We accept returns and exchanges under the following circumstances:

• Appearance Issues: The product has visible scratches, dents, or surface damage upon arrival.

• Quality Issues: The product has structural defects or functional failures.

• Sensory Issues: The product has a strong chemical odor or severe color difference compared to the website description.

• Wrong Item Sent: The product received does not match the item ordered (incorrect model, size, or color).

• No-Reason Return: You changed your mind. Note: For no-reason returns, the item must be unused, in the same condition that you received it, and in its original packaging.

Return Process

• Contact us via email at info@roomivita.com or call +1 (914) 589-9276 to request a return. Please provide your Order Number, Proof of Payment, Reason for Return, and relevant Videos or Photos showing the issue.

• Our customer service team will process your application immediately. If approved, we will inform you via your contact method and provide the specific return address.

• You are required to send the item back to our designated return address and wait for us to receive it.

• Once received, we will immediately inspect the item to verify if it matches the situation you reported. If the inspection is successful, we will arrange a refund immediately. For more information on refunds, please see our "Refund Policy".

Exchange Process

• Contact us via email at info@roomivita.com or call +1 (914) 589-9276 to request an exchange. Please provide your Order Number, Proof of Payment, Reason for Exchange, and relevant Videos or Photos.

• Our customer service team will process your application immediately. If approved, we will inform you via your contact method and provide the return address.

• You need to send the item back to our designated return address and wait for us to receive it.

• Upon receipt, we will immediately inspect the item. If the inspection confirms the issue, we will arrange for the new item to be dispatched within 1-3 business days. The estimated delivery time for the new item is 7-15 business days. The new item will be shipped to your original address. For more information on shipping times, please refer to our Shipping Policy.

Refund Process

• Refund Method: Refunds will be returned to the original bank card (Visa, MasterCard) account used for the purchase.

• Processing Time: Depending on the processing efficiency of different banking institutions, we estimate the refund will arrive in your account within 1-5 business days. If it is overdue, please contact us for assistance.

Fee Rules

• We cover the shipping costs for returns or exchanges caused by: Product appearance issues, quality issues, odors/severe color differences, or wrong items sent.

• You cover the shipping costs for "No-Reason" returns or exchanges (change of mind).

Return Label
A prepaid return label is included inside every package to facilitate your return process. Please note: If the return is due to "No-Reason," the cost of the return shipping may be deducted from your final refund amount depending on the carrier rates used, or you may choose to use your own shipping method.

Disclaimer
We are not liable for items damaged due to misuse, improper assembly by the user, or failure to follow care instructions. We are not responsible for packages lost during the return shipment if the customer does not use a trackable shipping service. Personal data collected during the return process (such as names and addresses) is used solely for processing the return and refund in compliance with privacy standards.

Order Cancellation
You may cancel your order for a full refund before the item has been shipped. Please contact us immediately if you wish to cancel. Once the item has been dispatched, the order cannot be cancelled, and you must follow the standard Return Process after receiving the goods.

Packaging Requirements
Please ensure that all returned items are disassembled and packed securely to prevent damage during transit. We reserve the right to refuse a full refund if the returned item is damaged due to poor packaging by the customer.

Contact Us
If you have any questions regarding this policy, please contact us:

Address: 445 QUINCY AVE, BRONX, NY 10465, United States
Phone: +1 (914) 589-9276
Email: info@roomivita.com
Service Hours: Monday to Friday, 9:00 AM to 6:00 PM (Australia/Sydney, AEST/AEDT)