Return Policy

We want you to fall in love with your purchase. If, for any reason, you are not completely satisfied, you may return it for a refund or exchange it for store credit within 14 days of delivery, as long as the products are unused, in their original packaging, and all protective covers are still intact.

⚠️ Important: Please do not refuse a delivery. Refused parcels are disposed of by the carrier and do not return to us—meaning we cannot process a refund for refused deliveries.

Items Not Eligible for Return

Because of hygiene regulations, we are unable to accept returns on duvets, pillows, and mattress protectors. This exclusion is prominently stated on the relevant product pages, and by completing your purchase you acknowledge and accept these terms.

How to Start a Return

Email us at returns@roomie-design.com with the subject line "RETURN" within 14 days of receiving your order.

Please include in your email:

  • Order number and name used to place the order

  • Product you wish to return

  • Reason for returning the item

One of our customer service representatives will respond promptly with instructions.

⚠️ Do not ship to the address on the package—we will not receive it, and your refund cannot be processed. We will provide you with the correct return warehouse address, which may be located in the US, Canada, the UK, Italy (for EU returns), Australia, New Zealand, or China.

Return Shipping

  • Customers are responsible for return postage costs.

  • You may use any carrier, but we strongly recommend a registered and trackable service.

  • Return packages remain the responsibility of the customer until received by our team.

  • We do not cover or refund customs duties, import taxes, or return shipping costs.

Timeframe

We understand shipping can take time, so returns must be shipped within 14 days of delivery, even if they arrive at our warehouse later.

Lost or Undeliverable Packages

  • If a package is lost or not delivered, we offer a reshipment at no extra cost.

  • If tracking shows "Delivered" but you did not receive it, we do not offer refunds but can arrange a reshipment after investigating with the carrier.

  • If a return is sent to the wrong address or marked as undeliverable/unclaimed, it is the customer’s responsibility to follow up with the carrier.

  • If the carrier makes multiple delivery attempts and you are unable to reschedule or receive the parcel, the package may be returned or disposed of by the carrier. In such cases, we cannot be held responsible and refunds will not be issued.

Faulty or Damaged Items

If your order arrives damaged or faulty, please email support@roomie-design.com within 14 days of delivery with a photo and description of the issue. We will work with you to resolve it—either by sending a replacement or issuing a refund, depending on the situation.

Exchanges

We currently do not process direct exchanges. If you would like a different item, please place a new order and return the original for a refund following the above process.

Before Opening a Chargeback or Dispute

We are here to help. If you experience any issue, please contact support@roomie-design.com first—most problems can be quickly resolved by arranging a refund, exchange, or reshipment without going through a dispute process.