Refund policy
Return & Refund Policy
Our Approach
We want you to be confident in what you buy from Roomora. If something arrives damaged, defective, or not as described, we'll make it right — no complicated return process required in most cases.
Return Window
You have 30 days from the date of delivery to request a return or refund.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, doesn't work as described, or isn't what you ordered, contact us at [support email] within 30 days of delivery with:
- Your order number
- A photo or short video showing the issue (for SureHold specifically, this includes a photo of the indicator window if that's the concern)
In most cases, you will not need to ship the item back to us. Once we've confirmed the issue, we'll send a free replacement or issue a full refund to your original payment method — whichever you prefer.
Change of Mind Returns
If you'd simply like to return an item you no longer want, it must be unused, in its original condition, and in its original packaging. Contact us at roomorasupport@gmail.com within 30 days of delivery to request a return authorization before sending anything back — items returned without prior authorization may not be accepted. For these returns, the customer must cover the cost to send the item back to our warehouse or receive a partial refund with no return needed.
Refunds
Once a return is received (or a no-return refund is approved), we'll process your refund within 3 business days. Refunds are issued to your original payment method. Please allow an additional 3-5 business days for your bank or card provider to post the funds.
Order Cancellations
Because processing begins quickly after purchase, we can only cancel or modify an order within 5 hours of purchase. Contact us as soon as possible if you need to make a change — once an order has shipped, it falls under the return policy above instead.
Non-Returnable Items
- Digital items (including the free Bathroom Fall-Prevention Checklist PDF included with bundle orders) are not eligible for return, as they're delivered instantly and can't be "returned."
- Items showing signs of installation damage beyond normal use, or missing original components, may not qualify for a full refund.
Lost or Missing Packages
If tracking shows your order as delivered but you haven't received it, or your order hasn't moved in an unusually long time, contact us at roomorasupport@gmail.com and we'll investigate with the carrier before determining next steps.
Questions
Reach out to us anytime at roomorasupport@gmail.com — we'd rather sort out a problem quickly than have you stuck wondering what to do.