Refund policy

Refunds
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags (if applies), and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can visit your order's page, log into your account profile for a self-serve returns, or contact us directly at contact@underoneroof.store. Please note that returns will need to be sent to the following address:
Camino Pokopandegi 11, Oficina 013
20018 Donostia - San Sebastián
Guipúzcoa
España

If your return is accepted, we will provide you with instructions on how and where to send your package. Please note that you will be responsible for paying for your own shipping costs for returning your item. We strongly recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item. Items sent back to us without first requesting a return will not be accepted.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please note that original shipping rates are not refundable. As mentioned above, you are responsible for the return shipping costs, unless the return is due to a defective, damaged, or incorrect item on our end. Please remember it can take some time for your bank or credit card company to process and post the refund too. 

If more than 15 business days have passed since we’ve approved your return, please contact us at contact@underoneroof.store.

You can always contact us for any return question at contact@underoneroof.store.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as refills, one-time-use products, etc.), custom products (such as special orders or personalized items), and personal care goods. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.