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Return and Exchange Policy
- General Returns:
- Satisfaction Guarantee: Unopened items can be returned within 7 days.
- Non-Returnable Items: Perishable or frozen items.
- Return Costs: Return shipping fees apply.
- Exclusions: Special orders, discontinued, opened items, or items with broken seals. All face masks non-refundable.
- Refund Process: Issued to the original payment method.
- Policy Limits: Right to refuse returns in case of frequent returns or policy abuse.
- Defective Products:
- Reporting Window: Contact cs@romamerica.com within 48 hours of delivery for incorrect, damaged, or expired products.
- Required Information: Order number, item details, and photos.
- Resolution: Eligible for exchanges, refunds, or store credits.
- Non-Defective Products:
- Change of Mind: Contact within 48 hours of delivery if not satisfied.
- Refund Deductions: Refunds issued minus a return shipping label cost and a 30% restocking fee.
- Exclusions: No returns for fresh produce, dairy, meats, seafood, and frozen foods, unless defective. No refunds for PO Box address issues.
- Package Theft:
- First Incident: Refund up to $80 in points.
- Subsequent Incidents: Customer responsibility. No refunds for repeated theft claims.
- Exchanges:
- Process: Return the item, and upon acceptance, make a separate purchase for the new item.
- Initiating Exchange: Follow standard return procedure for the item being returned.
- Additional Considerations:
- Timeframe for Return/Exchange Processing: Include an estimated time frame for processing returns/exchanges after the product is received.
- Restocking Fee Explanation: Briefly explain why a restocking fee is charged.
- Clear Definition of ‘Seller’s Fault’: Define scenarios considered as ‘Seller’s Fault’ (e.g., wrong item sent, defective product).
- Partial Returns: Information on handling partial returns, especially if the order initially qualified for free shipping.
- Dispute Resolution: Steps for customers to follow if they disagree with a return/exchange decision.
- Accessibility: Ensure that the policy is easy to find and accessible on your website.