Return & Refund Policy
We stand behind the ergonomic engineering and craftsmanship of every ROEEPAUSE™ hardware piece. If your sanctuary essentials do not meet your expectations, our transparent return framework ensures a seamless, worry-free resolution.
Business Information
Worry-Free Trial & Seamless Returns
You have 30 calendar days from the date of carrier delivery to test, inspect, and experience your bath hardware in pristine, hygienic condition.
1. Conditions for Return Approval
To qualify for a full product reimbursement, returned merchandise must satisfy the following criteria:
- Unused & Pristine: Items must be completely unused, dry, free of water stains, soap scum, bath additives, or hair residue, with all original protective films and factory tags intact.
- Original Presentation Packaging: Products must be returned in their original packaging, including protective foam cradles, mounting hardware, suction fixtures, scent modules, and instruction manuals.
- Proof of Order: A verifiable order confirmation code (e.g., #RP-XXXX) and purchase receipt issued by our official storefront.
2. How to Initiate a Return (RMA Process)
Please adhere to our streamlined Return Merchandise Authorization (RMA) procedure:
Contact Concierge
Email our support desk at support@roeepause.com with your order number and specific reason for return.
Receive Authorization
Upon review, our team will provide a formal RMA authorization code and designated intake facility return routing instructions.
Dispatch Hardware
Repack your components securely and send us the return carrier tracking number to expedite your inspection and refund.
3. Damaged, Defective, or Incorrect Shipments
Please examine your hardware parcel immediately upon arrival. If your order arrives broken, cracked, defective, or contains the incorrect colorway:
- Contact us at support@roeepause.com within 72 hours of parcel delivery.
- Provide clear photos or a short video demonstrating the defect along with the exterior shipping label.
- We will arrange an immediate priority replacement or issue a 100% full refund at zero additional cost to you.
4. Non-Returnable & Excluded Items
To uphold sanitary standards and wet-environment hygiene, certain items are strictly exempt from regular returns:
- Opened, unsealed, or used Vitamin C aromatherapy shower cartridges and essential oil refills.
- Washed or personal-contact wellness textiles (such as dry body brushes, waffle wraps, or hair turbans) once factory packaging seals are breached.
- Items explicitly designated as "Final Sale" or promotional archival releases.
- Digital gift cards and store credit vouchers.
5. Product Exchanges
The fastest way to exchange for a different colorway, dimension, or model is to initiate an RMA return for the original item and place a separate new order on our store once your return parcel is registered with the freight carrier.
6. European Union 14-Day Statutory Right of Withdrawal
For shipments delivered to European Union member territories, customers possess the statutory right to cancel or return their purchase within 14 calendar days of physical receipt without providing justification. Items must remain brand new, unused, and sealed in original packaging accompanied by valid purchase documentation.
7. Refund Processing & Timelines
Once your return arrives at our logistics hub, our quality control team will conduct an inspection within 3–5 business days.
- Upon passing inspection, your reimbursement will be credited immediately to your original method of payment (Credit Card / PayPal).
- Banking institutions and merchant processors typically require an additional 7–10 business days to post funds back to your statement.
- If more than 15 business days have passed since receiving your refund confirmation notification, please contact us at support@roeepause.com.