Refund policy
Rommer Returns and Cancellations Policy
At Rommer, we want you to love your order. If something isn’t quite right, our returns process is simple and stress-free, we’ll look after you!
If something is faulty, damaged or not what you ordered
This applies to every customer, wherever you are, and to sale items too.
Please email hello@rommerdesign.com with your order number and a photo, within a reasonable time of finding the problem. We’ll offer a replacement or refund as appropriate, and we’ll cover the return postage. Items damaged through incorrect use aren’t considered faulty.
Change-of-mind returns
We don’t offer change-of-mind returns or refunds for orders delivered to Australia or the rest of the world, so please check your selections before ordering. This doesn’t affect your rights if an item is faulty, damaged or not as described.
Customers in the European Union, European Economic Area, United Kingdom and Switzerland have a 14-day right to cancel, explained below.
Your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You’re entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You’re also entitled to have goods replaced if they fail to be of acceptable quality and the failure doesn’t amount to a major failure.
Cancelling an order before it ships
You can ask us to cancel or remove items until your order has shipped. Email hello@rommerdesign.com and we’ll do our best to help.
Customers in the European Union, EEA, Switzerland and the United Kingdom
You have the right to cancel your order within 14 days of receiving your goods, for any reason.
- How to cancel: Withdraw your order here. We’ll confirm your request by email.
- Returning your goods: please send them back within 14 days of telling us. You’re responsible for the cost of return postage, to Shop 9, 36 Cronulla St, Cronulla, NSW 2230, Australia. Please keep them unused and in their original packaging where possible. We may reduce your refund only for loss in value caused by handling beyond what was needed to check the goods.
- Your refund: we’ll refund the product price and the cost of standard delivery, if you paid for delivery, within 14 days of being told you wish to cancel. We may wait until we receive your goods or proof that you’ve sent them. We aren’t required to refund extra paid for express or premium delivery beyond the cost of standard delivery.
- Faulty goods: your legal rights, including the legal guarantee, are not affected.
Refunds
Approved refunds go to your original payment method. Your bank may need a few extra days to show the refund. If you haven’t seen it after a reasonable time, please get in touch.
Gift cards
Gift cards are non-refundable, except where the law requires otherwise.
Exchanges
Please contact us before returning an item to ask about exchanges. They’re subject to stock availability.
Your rights
This policy doesn’t limit any rights you have under consumer protection laws, including if goods are faulty, not as described, or not delivered on time.
