All returns require an RMA (Return Merchandise Authorization) number written on the shipping label. Once an RMA is issued, you have 10 days to return the product to us. RMAs must be valid, unexpired, and issued for the product being returned. Only one RMA is issued per return. Please request return authorization by email through the Rakuten system. A return address will be supplied at that time.
All refunds will be for the product price only (i.e., we do not refund shipping charges).
All refunds will be applied via the original method payment.
All products must be returned within 30 days of purchase. After 30 days from the date of receipt (regardless of when you actually took delivery of the product), please contact the manufacturer for possible repair or replacement.
All products must be in Brand New condition in the complete original packaging (manufacturer's box, Styrofoam, plastic bags, etc.) with all accessories and manufacturer documentation. DO NOT WRITE ON OR APPLY LABELS TO THE MANUFACTURERS PACKAGING. Any clam shell plastic packaging that has been opened cannot be returned.
All shipping charges related to the return of items to The Roost are the responsibility of the customer (unless The Roost is at fault).
Products returned new, unopened, and in perfect, resalable condition with all packaging and item materials and manuals are subject to a 20% restocking fee. This restocking fee is to cover our handling costs and fees.
Products returned used, opened in user damaged condition or without all packaging and item materials and manuals that cannot be resold as new CANNOT be returned.
Products returned without a Merchandise Authorization (RMA) number are subject to a 30% restocking fee.
Freight Intensive Items (Safes, Large Appliances, etc)
For our larger, freight intensive items such as safes or appliances there will be a 15% restocking fee assessed for returns due to any reasons other than damaged or defective merchandise.
Electronics (including heart rate monitors)
Products that have been previously installed
Any product missing the serial number or UPC
Items that are classified as hazardous materials or use flammable liquids or gases
Mouth guards and earbuds (or any items deemed personal)
Defective Items / Product Warranty
All potentially defective product returns should be sent directly to the manufacturer or warranty provider for evaluation and warranty support. Refer to the products' individual warranty policy for further information. You must contact us within 3 business days to address any defective item(s) issue and in the case the manufacturer is unable to provide resolution, The Roost will replace the defective item if the return is in compliance with the rest of stipulations set forth.
We do not process traditional exchanges. Instead, simply return your original item(s), and place a new order.
Shipping Carrier Damages
If your order was damaged in transit, we will be glad to offer you a replacement or a refund in the form of the original payment method. Please note, in case of shipping damage, an insurance claim has to be finalized by the carrier before we are able to issue compensation or product replacement. We highly recommend that you inspect the merchandise immediately upon delivery before the carrier leaves. If you detect visible physical damage or missing items, refuse the package. If you accepted the package, contact us immediately within 3 business days if damage has been detected.
Incorrect or Undeliverable Address
In the unfortunate circumstance where the customer provides an incorrect or undeliverable address causing the order to be returned back to The Roost, we will be happy to refund the cost of the order minus our 20% restock fee and shipping costs once we have received it. The customer then has the option to re-purchase the item with a correct address.
The Roost will make every effort to cancel an order upon request in a timely manner. However, if the order has already been shipped, and the item is returned or refused, the order is subject to the return conditions herein. Please note that we cannot cancel orders on their Expected Ship date.
To begin the return process, you will first need to obtain an RMA number. Please email us to obtain an RMA number.
If you think you may have received the wrong product, you can also request an RMA, and we will either: send the correct item OR refund in full and pay shipping costs if the item is determined to be incorrect (not matching the order or containing material error) upon return inspection. Please note that The Roost does not cross-ship any items, even if you feel you may have ordered incorrectly or received the wrong product.
If you are ineligible for an RMA, contact the manufacturer directly or check any applicable warranty you might have for other potential return opportunities.
IMPORTANT: You must obtain a RETURN MERCHANDISE AUTHORIZATION NUMBER and Return Address. We are unable to accept unauthorized returns, so please be sure to contact our Customer Service Department prior to returning any items to us.
1. You will need to provide our Customer Service Representative with the following information:
b. Order Number
c. SKU of item (s) to be returned (located on invoice)
d. Condition of items to be returned
e. Reason for Return Request
Clearly mark your Return Merchandise Authorization number on the shipping label of your return package. DO NOT WRITE ON OR APPLY SHIPPING LABELS TO THE MANUFACTURERS BOX ITSELF OR YOUR RETURN MAY NOT BE PROCESSED.
2. Mail your returned items to the address provided by our Customer Service Department.
3. Policy Reminders:
a. The goods associated with your Return Authorization must be post-dated within 10 days of Return Authorization issuance.
b. We strongly suggest the use of a shipping method that can track packages. You are responsible for properly insuring the item(s) being returned.
c. Return credit is issued only for product total and does not include shipping and/or handling charges.
d. Return credit will only be issued to items returned in the same condition as sold or restocking fees stated above will be issued.
e. Return labels for mis-shipped or incorrect items must be printed within 10 days and are valid for 30 days from date of customer receipt. If the return label is not used within the 30 day time frame, the Return Authorization and associated refund will be canceled.
4. Please allow up to 14 days from shipment for your return to arrive at our Returns Warehouse.
Note: Delivery times vary based on shipper and service selected. Your return will be processed within 5-7 business days (excluding Saturdays, Sundays, and holidays) after receipt of the item. Please note that you will likely see your credit on your next billing cycle.