Return and Refund Policy
Return and Refund Policy
At Romee Official, our goal is to offer premium products and exceptional customer service. Your satisfaction is our priority, which is why we offer a 30-day guarantee. If you are not satisfied with your purchase for any reason, please contact us at info@romeeofficial.com before taking any further action.
Cancellation Policy
Changes or cancellations must be requested within 24 hours of placing your order. After this window, your order may already be in processing, and we may not be able to modify or cancel it. If your cancellation is accepted within the 24-hour period, a full refund will be issued within 10 business days.
Returns and Refunds
We offer a 30-day return policy for unused items that are returned in their original packaging and condition. Refunds will not be issued for used, worn, or damaged items caused by normal wear or misuse.
Important:
To start a return, please email us at info@romeeofficial.com within 30 days of delivery. Do not return any item without first receiving return approval and confirmation of the correct return address. Unauthorised returns may not be eligible for a refund.
Please include your order number and reason for return in your email. Once approved, return the item in its original packaging and unused condition. Include your order number and full name inside the package to ensure timely processing.
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Customers are responsible for return shipping costs (unless the item was damaged upon arrival).
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Shipping fees are non-refundable.
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A restocking fee of up to 25% may apply for returns outside the policy or without valid cause.
Once we receive your return, please allow up to 10 business days for inspection. If approved, your refund will be processed within up to 40 business days from the date of confirmation.
Refunds are issued in Australian Dollars (AUD) to the original payment method. Please note: Romee Official is not responsible for any bank charges, exchange rate differences, or international transaction fees incurred.
Consumer Guarantees (Australia)
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits your rights under Australian Consumer Law. The rights described in this Return and Refund Policy are in addition to the consumer guarantees provided by law.
Product Concerns
Product safety is a top priority. Please use all products responsibly and according to the instructions and safety guidelines provided. Romee Official is not liable for any harm resulting from misuse.
If you experience discomfort or an adverse reaction, stop using the product immediately and contact us at info@romeeofficial.com. Refunds or replacements for product-related concerns are handled on a case-by-case basis and at our sole discretion.
Damaged Items
We take great care in packaging your items. A product is considered damaged only if it arrives with a defect or has been physically broken during shipping.
Packaging damage alone (e.g., dented box) is not considered a valid reason for return if the product inside is intact.
If your product arrives damaged:
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Email us within 48 hours of delivery
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Include your order number and clear photos of the damage
We will assess whether a replacement can be issued free of charge. Refunds and returns are not accepted for damage caused by misuse, wear and tear, or improper handling.
Shipping and Delivery
We always aim to deliver your order as quickly as possible. However, Romee Official is not responsible for delays caused by external factors outside our control, such as:
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Courier delays
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Customs clearance
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Weather or other unforeseen events
If you're experiencing a delay, we recommend first checking the tracking information provided and contacting the shipping carrier directly.
Romee Official cannot be held responsible for lost, stolen, or delayed packages once they’re in the hands of the courier — but we do monitor all shipments closely, and we’ll always do our best to help if something goes wrong.
In rare cases, if your package is damaged during transit before reaching you, it may be automatically returned to our warehouse and a replacement sent out. If this happens, we’ll notify you — but please note that this process may result in additional delivery time.