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Return, Refund, and Exchange Policy

Ⅰ. Return and Exchange Period

  • You have the right to request a return, refund, or exchange within 14 days of receiving the product, as per the Australian Consumer Law (ACL).

  • Requests for returns, refunds, or exchanges must be made within 14 days of receipt.

  • Any requests submitted after this period will not be processed.

Ⅱ. Acceptable Conditions

  • Appearance Defects: Obvious signs of wear or damage.

  • Quality Defects: Missing accessories or damaged packaging.

  • Odor or Discoloration: Unusual smells or noticeable color differences.

  • Improper Handling: Damage during transportation, assembly, or storage.

  • Product Modification: Permanent alterations or customization of the product.

  • Incorrect Product: The product received does not match what was ordered.

  • No-Reason Return: Customers may return the product without providing a reason.

Ⅲ. Return Request Process

  • How to Apply: Contact our after-sales support team and provide the following information:

    • Order number

    • Proof of payment (such as a screenshot or receipt)

    • At least one clear product photo or related video

  • Approval and Return Instructions: Upon approval, we will send you a prepaid shipping label (PDF) and a link for downloading the shipping instructions.

  • Return Steps:

    • Properly package the item to be returned, print and affix the shipping label.

    • The prepaid shipping label (PDF) is valid for 7 calendar days; you must hand the item over to the designated carrier within this period.

Ⅳ. Return Conditions and Fees

  • Return Fees: For returns within 14 days, we will cover the shipping and handling fees.

Ⅴ. Refund and Exchange Processing

  • Exchange: After confirming the product’s condition, a replacement will be sent immediately with a tracking number.

  • Refund:

    • After verification of the product, a full refund will be processed through the original payment method (Visa, MasterCard).

    • Funds typically arrive within 10-15 business days.

    • If the refund is delayed, please contact us with proof for further assistance.

Ⅵ. Contact Information

  • Address: 5823 E HASTINGS ARCH, VIRGINIA BEACH, VA, 23462-1508

  • Contact Number: +1(407) 326-4165

  • Email: web@roomsoothe.com

  • Service Hours: Mon-Fri, 9 am to 6 pm (Australia/Sydney, AEST/AEDT)