Refund Policy

Last Updated: January 2025

1. 30-Day Money-Back Guarantee

We offer a 30-day money-back guarantee on all products purchased from rgbroomhub.com. If you're not completely satisfied with your purchase, you may return it within 30 days of receipt for a full refund.

1.1 Eligibility Requirements

To qualify for a refund under our 30-day guarantee:

• The return request must be initiated within 30 days of delivery
• Products must be unused and in their original condition
• Original packaging must be intact and included
• All accessories, manuals, and components must be returned
• Proof of purchase (order number or receipt) must be provided

1.2 Non-Returnable Items

The following items cannot be returned unless defective:

• Custom-made or personalized products (e.g., custom neon signs)
• Products marked as "Final Sale" or "Clearance"
• LED strips that have been cut or modified
• Products with broken seals on hygiene or safety grounds
• Downloadable digital products or software

2. How to Request a Return

2.1 Initiate Your Return

To start a return, please follow these steps:

• Step 1: Contact us at info@rgbroomhub.com or call +443291874323
• Step 2: Provide your order number and reason for return
• Step 3: Await return authorization and instructions from our team
• Step 4: Package the items securely with all original contents
• Step 5: Ship the return to the address provided

2.2 Return Shipping Address

Returns should be sent to:

RGB Room Hub - Returns Department
795 Helen Greens Hunterview
TF4 2NU
United Kingdom

Important: Do not return items without first obtaining a return authorization number (RMA). Unauthorized returns may be refused or delayed.

2.3 Return Packaging Guidelines

To ensure your return arrives safely:

• Use the original product packaging if possible
• If original packaging is unavailable, use a sturdy box with adequate padding
• Include all accessories, cables, manuals, and warranty cards
• Include a copy of your order confirmation or packing slip
• Write your RMA number clearly on the outside of the package
• Obtain tracking information from your shipping carrier

3. Refund Processing

3.1 Inspection and Approval

Once we receive your return:

• We will inspect the items within 2-3 business days
• You will receive an email confirming receipt and inspection results
• Approved refunds are processed within 5-7 business days
• Rejected returns will be returned to you with an explanation

3.2 Refund Method

Refunds are issued to the original payment method:

• Credit/Debit Cards: 5-10 business days (depending on your bank)
• PayPal: 3-5 business days
• Bank Transfer: 3-7 business days

You will receive an email notification once your refund has been processed. Please note that the time it takes for the refund to appear in your account depends on your financial institution.

3.3 Refund Amount

Your refund will include:

• Full product purchase price
• Original shipping costs (if the return is due to our error or defect)

The following are not refunded:

• Return shipping costs (unless the return is due to our error or defect)
• Express or premium shipping upgrades
• Gift wrapping or special packaging fees

4. Return Shipping Costs

4.1 Customer Responsibility

If you're returning an item because you changed your mind or ordered incorrectly, you are responsible for return shipping costs. We recommend using a tracked shipping service to ensure delivery.

4.2 Our Responsibility

We will cover return shipping costs if:

• The product is defective or damaged
• We sent the wrong item
• The product does not match its description
• The product arrived damaged due to shipping

In these cases, we will provide a prepaid return label or reimburse your return shipping costs upon receipt of the item.

5. Defective or Damaged Products

5.1 Reporting Defects or Damage

If you receive a defective or damaged product:

• Report the issue within 48 hours of delivery
• Contact us at info@rgbroomhub.com with your order number
• Provide clear photos showing the defect or damage
• Include photos of the product packaging if damage occurred during shipping

5.2 Resolution Options

For defective or damaged products, we offer:

• Replacement: We'll send a replacement product at no charge
• Full Refund: Receive a complete refund including shipping costs
• Partial Refund: Keep the item with a partial refund (if applicable)
• Repair: We'll arrange repair for certain products (if appropriate)

You choose the resolution option that works best for you.

5.3 Warranty Claims

Products that fail within the warranty period are covered by our manufacturer warranties:

• LED strips, bulbs, and light bars: 2-year warranty
• Control systems and accessories: 1-year warranty
• Custom neon signs: 1-year warranty

Warranty claims follow the same process as defective product returns. We will repair or replace defective items or provide a full refund at our discretion.

6. Wrong Item Received

If we sent you the wrong item:

• Contact us immediately at info@rgbroomhub.com
• We will send the correct item via express shipping at no charge
• We'll provide a prepaid return label for the incorrect item
• You are not required to return the wrong item before receiving the correct one

7. Order Cancellations

7.1 Before Dispatch

You may cancel your order free of charge if it has not yet been dispatched:

• Contact us as soon as possible at info@rgbroomhub.com
• Provide your order number and cancellation request
• We will confirm cancellation and process a full refund
• Cancellation requests are typically processed within 24 hours

7.2 After Dispatch

Once your order has been dispatched:

• You cannot cancel the order
• You may refuse delivery and the items will be returned to us
• You may accept delivery and return the items under our 30-day guarantee
• Standard return policy and shipping costs apply

8. Exchanges

We do not offer direct exchanges. If you wish to exchange a product:

• Return the original item following our return process
• Place a new order for the desired product
• Once we receive and approve your return, we'll process your refund

This ensures you receive your new product as quickly as possible while your return is being processed.

9. Restocking Fees

RGB Room Hub does not charge restocking fees for standard returns, provided:

• The return is initiated within 30 days
• Products are returned in original condition
• All packaging and accessories are included

However, we reserve the right to charge a restocking fee of up to 25% for:

• Items returned after 30 days (if we agree to accept them)
• Items returned without original packaging
• Items showing signs of use or installation
• Custom or special-order items

10. Partial Shipment Returns

If you received a partial shipment or your order is split into multiple packages:

• You may return individual items from your order
• Each item follows the same return policy
• Refunds are processed for returned items only
• Free shipping thresholds are recalculated based on kept items

If returning items causes your order total to fall below the free shipping threshold (£50), shipping costs may be deducted from your refund.

11. Lost or Stolen Packages

11.1 During Delivery

If your package is lost or stolen during delivery:

• Contact us within 48 hours of the expected delivery date
• We will investigate with the shipping carrier
• If confirmed lost, we'll send a replacement or provide a full refund
• You may be required to file a police report for stolen packages

11.2 During Return Shipping

If your return package is lost during return shipping:

• We require tracking information for all returns
• Contact us immediately if tracking shows package is lost
• We will work with you to resolve the issue
• You may be responsible for loss if you did not use tracked shipping

12. International Returns

For international orders (if applicable):

• All international returns must be pre-approved
• Customer is responsible for return shipping and customs fees
• Products must be returned to our UK address
• Refunds are issued in GBP (£) to the original payment method
• Currency conversion fees may apply depending on your bank

13. Gift Returns

If you received a product as a gift:

• Returns are accepted with gift receipt or order information
• Refunds are issued as store credit or to the original purchaser
• The gift giver will be notified of the return
• All other return policies apply

14. Fraudulent Returns

We reserve the right to refuse returns or refunds if we suspect fraudulent activity, including:

• Returning different items than originally sent
• Returning used items as unused
• Excessive return patterns indicating abuse
• Claiming items were not received when delivery is confirmed

We may pursue legal action for fraudulent returns and ban accounts involved in fraudulent activity.

15. Contact Us About Returns

If you have questions about our refund policy or need assistance with a return:

RGB Room Hub Customer Service
Email: info@rgbroomhub.com
Phone: +443291874323

Business Hours:
Monday - Friday: 9:00 AM - 6:00 PM GMT
Saturday: 10:00 AM - 4:00 PM GMT
Sunday: Closed

Our customer service team is dedicated to resolving any issues quickly and ensuring your complete satisfaction with RGB Room Hub.

16. Policy Updates

We may update this Refund Policy periodically to reflect changes in our practices or legal requirements. Updates will be posted on our website with a new "Last Updated" date. Your continued use of our services after changes are posted constitutes acceptance of the updated policy.