At Roambow, we strive to provide high-quality fragrance decorations for your vehicle, ensuring a pleasant experience for each customer. If you are dissatisfied with your purchase or if the product is defective, you can request a return and refund according to the following policy.

1. Order Cancellation:

1.1 If your order has not been processed or shipped, please contact us as soon as possible. Upon mutual confirmation, we can cancel the order without any shipping fees, and we will provide a full refund. If your item has already been shipped, please contact us.

2. Return Process:

2.1 Contact Customer Service: Please contact us immediately so we can confirm whether your return request meets the relevant conditions.

2.2 Provide Video or Photos: After receiving the product, please take and keep an unboxing video or photos that clearly show the condition of the product and packaging.

2.3 Manual Assessment: We will review the return request based on the images provided to determine if it qualifies for a return.

2.4 Confirm Return: Once the return is approved, we will send a confirmation email with the return address:
6310 Emerald St, Rancho Cucamonga, CA (Note: The return address is fixed; please return the item to this address once the return is confirmed.)

2.5 Return Label: A return label will be sent via email, which you can print and attach to the package.

3. Return Policy / Shipping Fees:

3.1 Return Request Period: Buyers must request a return within 7 business days of receiving the product and provide proof of purchase. We do not accept returns or exchanges after this period.

We accept returns for both non-defective and defective products. The return process for non-defective and defective products is as follows:

3.2 Non-Defective Products:

  • If the return is due to personal reasons, the product must be unused, in its original packaging, and in a condition suitable for resale.
  • The return shipping costs are the buyer’s responsibility, and the exact cost will depend on the courier and shipping method. After the product is returned and verified, we will process the refund.
  • Restocking Fee: Normally, we do not charge a restocking fee. However, if the item has been used or cannot be resold, a restocking fee may apply. We will inform the customer of any such charges at the time of return confirmation.

3.3 Defective Products:

If the car fragrance decoration you purchased is damaged or defective during shipping, please contact us immediately and provide detailed information, photos, or videos as evidence, along with your order number.

To facilitate the product defect verification, please make sure to retain the unboxing video or photos that clearly show the product and packaging condition. Thank you for your understanding and support!

Resolution:

3.3.1 Resending New Goods:
Once a product is confirmed defective, customers can choose to keep the defective item, and we will send a replacement product at no additional shipping cost. The following replacement options are available:

  • Same Product: We will resend the same product for free.
  • Same Value Product: We will replace it with a product of equal value for free.
  • Different Value Product: If the replacement item has a higher price, the price difference must be paid (if the replacement item has a lower price, the price difference will be refunded). The shipping cost for the replacement will be covered by us.

3.3.2 Refund and Return:
You can also choose to return the defective product and request a refund. Please contact us for further assistance if needed.

4. Refund Time:

4.1 Refund Processing Time: Once we receive the returned product and verify it, you will receive your refund within 10 days. If this time frame is exceeded, please contact us.

5. Exchange Process:

If you are dissatisfied with your purchase, you can request an exchange under the following conditions:

5.1 Exchange Conditions: The product must be unused, and the packaging must be intact and suitable for resale.

5.2 Exchange Time Frame: Please request an exchange within 7 business days of receiving the product.

5.3 Shipping Fees:

  • Non-Defective Product Exchange: If the exchange is due to personal reasons, the shipping cost will be borne by the buyer.
  • Defective Product Exchange: If the exchange is due to a quality issue or incorrect product, we will cover the shipping cost.

6. Damaged Products / Missing Items:

6.1 Damaged Products:

If you receive a damaged or defective product, please contact us with detailed information, including photos or videos of the unboxing, and we will assist you in resolving the issue.

6.2 Missing Items:

If any items are missing from your package, please contact us with detailed information, including photos or videos of the unboxing. We will verify and resend the missing items.

7. Lost or Stolen Packages:

7.1 If your package is lost or stolen during shipping, please contact the shipping company as soon as possible and provide your order number and relevant information. We are not responsible for lost or stolen packages during transit, but we will do our best to assist you in resolving the issue.