Last updated: August 27, 2026

At RoomTwice, we want your order to arrive exactly as expected. If your product arrives damaged, defective, incomplete, or different from what you ordered, please contact us and our team will work with you to determine an appropriate resolution.

Depending on the circumstances, this may include replacement parts, a replacement product, a partial refund, or a full refund.

Please review the conditions below before placing your order.

CHANGE-OF-MIND RETURNS

Because our furniture is shipped directly from fulfillment warehouses and can be large, heavy, and costly to transport, we do not accept returns after delivery for change-of-mind reasons.

This includes situations where the customer:

• No longer wants the product
• Does not like the product after delivery
• Ordered the wrong size or color
• Finds that the product does not fit the intended space
• Changes their mind after the order has been delivered
• Decides the style, appearance, material, or finish is not suitable

Change-of-mind situations do not normally qualify for a refund.

We strongly recommend reviewing all product photos, specifications, dimensions, colors, materials, and measurements before placing your order.

Please also measure your intended furniture location, entrances, doorways, hallways, staircases, and elevators before purchasing.

DAMAGED, DEFECTIVE, INCOMPLETE, OR INCORRECT ITEMS

If your order arrives damaged, defective, incomplete, or different from what you ordered, please contact us as soon as possible.

Whenever possible, we recommend reporting visible shipping damage within 48 hours of delivery so that we can investigate the issue quickly.

Please keep the product and all original packaging while your claim is being reviewed.

We may ask you to provide clear photographs or videos showing:

• The complete product
• The damaged or defective area
• The packaging
• The shipping label
• Any visible damage to the packaging
• Missing or incorrect components
• Relevant hardware or parts

Once the issue has been reviewed and verified, RoomTwice will determine the most appropriate resolution based on the circumstances.

Possible resolutions may include:

• Replacement parts
• A replacement product
• A partial refund
• A full refund

The appropriate resolution will depend on the nature and extent of the issue.

In many cases, returning the damaged or defective product may not be necessary.

If a return is required as part of an approved damage, defect, incomplete-item, or incorrect-item claim, RoomTwice will provide the appropriate instructions.

Do not send a product back without prior authorization from RoomTwice.

REFUND ELIGIBILITY

A refund may be considered when:

• An item arrives damaged and the issue cannot reasonably be resolved through replacement parts
• An item is confirmed to be defective
• The customer receives an incorrect product
• An order arrives materially incomplete and the missing components cannot reasonably be replaced
• A replacement product cannot be provided when one would otherwise be appropriate
• RoomTwice determines that a partial or full refund is the most appropriate resolution
• A refund is otherwise required by applicable law

Refunds are not normally provided for:

• Change of mind
• Personal preference
• Incorrect size selected by the customer
• Incorrect color selected by the customer
• A product not fitting the customer's intended space when accurate dimensions were provided
• Minor color differences caused by lighting, photography, screen settings, or natural material variation
• Damage caused after delivery by improper handling, assembly, installation, modification, or use
• Unauthorized returns
• Unauthorized refused deliveries

All refund requests are subject to review before approval.

PARTIAL REFUNDS

In certain situations, RoomTwice may offer a partial refund instead of a replacement or full refund.

A partial refund may be appropriate when:

• The product remains usable despite a minor defect
• Cosmetic damage does not significantly affect the product's intended function
• A minor component issue can be resolved without replacing the entire product
• The customer agrees to keep the product with an appropriate adjustment to the purchase price

Any partial refund offered will depend on the specific circumstances of the claim.

The customer will be informed of the proposed amount before the resolution is finalized.

FULL REFUNDS

A full refund may be issued when RoomTwice determines that the circumstances justify reimbursement of the full eligible purchase amount.

Examples may include situations where:

• A product is substantially damaged or unusable on arrival
• A confirmed defect cannot reasonably be corrected
• An incorrect product was delivered and an appropriate replacement cannot be provided
• RoomTwice is unable to fulfill the order
• A full refund is otherwise required by applicable law

A full refund is not automatically guaranteed simply because a product issue has been reported.

Each claim must first be reviewed and verified.

MISSING PARTS

If your order arrives with missing hardware, components, or parts, please contact us before attempting to return the entire product.

In many cases, replacement components can be arranged without requiring the complete item to be returned.

Please provide your order number and clear photos showing the product and the missing or affected area.

If the missing components cannot reasonably be supplied, another resolution may be offered depending on the circumstances.

ITEMS THAT CANNOT BE RETURNED

Unless the product is damaged, defective, incorrect, incomplete, or otherwise covered by applicable law, we do not accept returns for:

• Change of mind
• Personal preference
• Incorrect size selected by the customer
• Incorrect color selected by the customer
• Products that do not fit the customer's intended space
• Products that have been assembled or partially assembled
• Products showing signs of use
• Products damaged after delivery through improper handling, assembly, installation, or use
• Products modified or altered by the customer
• Unauthorized returns
• Items marked “Final Sale” before purchase
• Gift cards, if offered

Promotional or sale pricing alone does not make an item final sale unless it was specifically identified as “Final Sale” before purchase.

UNAUTHORIZED RETURNS

A return must be authorized by RoomTwice before any product is shipped back.

Do not return an item to the address shown on the original shipping label.

Our products may ship from different fulfillment locations, and the original shipping address may not be an authorized return location.

Unauthorized returns may be refused and may not qualify for a refund.

If RoomTwice requires an approved return, the appropriate return instructions will be provided directly to the customer.

REFUSED DELIVERIES

Please do not refuse delivery of an order unless instructed to do so by RoomTwice.

Refusing a delivery does not automatically qualify the order for a refund.

If an order is refused for reasons unrelated to damage, defect, an incorrect item, or an error by RoomTwice, the order may not be eligible for a refund, except where required by applicable law.

Any carrier fees, return transportation charges, redelivery charges, or related costs resulting from an unauthorized refused delivery may be deducted from any refund where permitted by law.

INCORRECT OR INCOMPLETE ADDRESSES

Customers are responsible for providing an accurate and complete delivery address.

Please review your shipping information carefully before completing your order.

If an order cannot be delivered because of an incorrect or incomplete address provided by the customer, additional shipping, redelivery, or return transportation costs may apply.

Contact us immediately if you notice an error in your delivery information.

Once an order has entered processing or shipment, we cannot guarantee that the delivery address can be changed.

An unsuccessful delivery caused by incorrect customer-provided information does not automatically qualify for a full refund.

ORDER CANCELLATIONS

If you need to cancel an order, please contact us as soon as possible.

Orders begin processing quickly and may be prepared for shipment shortly after purchase.

We will make reasonable efforts to cancel an order before processing or shipment begins, but cancellation cannot be guaranteed.

If a cancellation request is successfully approved before the order is processed or shipped, the eligible amount paid will be refunded to the original payment method.

Once an order has been processed or shipped, it may no longer be eligible for cancellation.

REFUND PROCESSING

All refunds must be approved by RoomTwice before they are issued.

If a refund is approved, it will normally be issued to the original payment method used for the purchase.

Customers do not need to provide card details or other payment credentials in order to receive an approved refund.

Once RoomTwice has issued the refund, the amount may take additional time to appear depending on the customer's bank, credit card provider, or payment service.

Processing times are controlled by the relevant financial institution and may vary.

If more than 10 business days have passed since RoomTwice confirmed that a refund was issued and the amount has not appeared, please contact us.

Any amount that is not refundable under this policy will be excluded from the refund where applicable and permitted by law.

REPLACEMENT PRODUCTS

When an item arrives damaged, defective, incomplete, or incorrect, RoomTwice may offer a replacement product or replacement components instead of requiring the original item to be returned.

The appropriate resolution will depend on:

• The nature of the issue
• Product availability
• Whether replacement parts can resolve the issue
• The condition of the delivered product
• The practical and logistical circumstances of the claim

If a replacement is approved, our team will provide further instructions.

If an appropriate replacement cannot be provided, a partial or full refund may be considered.

CLAIMS AND SUPPORTING EVIDENCE

To help us resolve product issues quickly, customers should provide all information reasonably requested during the claim review.

This may include:

• Order number
• Customer name
• Product name
• Description of the issue
• Photos or videos of the product
• Photos of the packaging
• Photos of the shipping label
• Photos of damaged packaging
• Photos of missing, incorrect, or defective components

Failure to provide sufficient information may delay our ability to review the claim.

Please do not dispose of the product, packaging, or damaged components while a claim is under review unless RoomTwice confirms that you may do so.

BEFORE ORDERING FURNITURE

Furniture can vary significantly in size, weight, materials, color, and finish.

Before completing your purchase, please carefully review the information provided on the product page.

We strongly recommend measuring:

• Your intended furniture location
• Doorways
• Hallways
• Staircases
• Elevators
• Building entrances

Colors and finishes may also appear slightly different depending on lighting conditions, photography, natural material variation, and screen settings.

RoomTwice cannot accept a return or provide a refund solely because an accurately described product does not fit the customer's intended space or because of personal preference regarding its appearance.

CONSUMER RIGHTS

Nothing in this Return & Refund Policy is intended to restrict or eliminate any rights that cannot legally be waived under applicable consumer protection laws.

Where applicable law provides rights that are more favorable than this policy, those legal rights will apply.

CONTACT US

If your order arrives damaged, defective, incomplete, or incorrect, or if you have questions before placing an order, please contact us through our Contact page.

Please include your order number and as much information as possible so that we can assist you quickly.

Customer Support:
support@roomtwice.com