Shipping & Returns Policy

1. Order Acceptance

• An order is an offer to purchase.
• Roomie may accept, decline, or cancel an order before shipment for reasons including:
• product availability
• suspected fraud
• payment failure
• sanctions or export restrictions
• shipping limitations
• pricing or description error
• quantity limits
• compliance requirements
• inability to fulfill the order.
• Roomie will refund any amount paid for an order that Roomie cancels.

An order-confirmation email acknowledges receipt. It does not necessarily confirm final acceptance unless it expressly says so.

2. Reservations and Preorders

A reservation or preorder may be offered before the Device is ready for shipment.

The product page and checkout will disclose:

• the reservation amount
• whether it is refundable
• the estimated product price
• any remaining balance
• whether the balance may be charged later
• the estimated shipping window
• applicable cancellation terms.

Unless checkout clearly states otherwise, a Founding 500 reservation deposit is fully refundable and may be cancelled at any time before the remaining balance is charged.

To cancel or request a refund, email info@roomie.care.

A reservation:

• does not guarantee an exact shipping date
• does not earn interest
• cannot be resold
• does not create an ownership interest in GetRoomie Inc.
• remains subject to final order acceptance and availability.

If Roomie requests authorization to charge a remaining balance, Roomie will provide the notice required by applicable law.

3. Estimated Shipping Dates

Any shipping date or month shown on the website, campaign page, checkout, or order confirmation is an estimate, not a guarantee, unless Roomie expressly identifies it as a guaranteed date.

Hardware production may be affected by component supply, certification, manufacturing, quality control, logistics, customs, software readiness, safety review, or events beyond Roomie’s reasonable control.

Roomie must nevertheless have a reasonable basis for any advertised estimate.

If Roomie expects to miss a promised or legally relevant shipment date, Roomie will provide affected customers with any notice and option required by law, which may include:

• accepting a revised estimate
• cancelling the unshipped order
• receiving a refund.

Where applicable law requires affirmative consent to a delay, Roomie will not treat silence as consent unless the law expressly permits it.

Roomie is not liable for indirect or consequential loss caused by a shipping delay to the extent permitted by law.

4. Product and Specification Changes Before Shipment

Preproduction images and prototypes may differ from the final production Device.

Roomie may make reasonable changes to components, suppliers, finish, packaging, dimensions, software, or specifications.

Natural walnut grain, color, texture, and finish vary between Devices and are not guaranteed to match photographs exactly.

If Roomie makes a material pre-shipment change that substantially reduces the principal functionality represented when the order was placed, Roomie will provide reasonable notice and allow the affected customer to cancel for a refund before shipment.

5. Shipping Territories

Roomie ships only to countries and regions listed at checkout.

Roomie may restrict delivery to:

• supported mainland addresses
• addresses served by approved carriers
• locations where the Device and radio equipment are authorized
• countries in which Roomie can provide lawful cloud and support services
• locations not subject to sanctions or export restrictions.

Roomie may decline delivery to freight forwarders, hotels, temporary addresses, parcel lockers, military addresses, or remote locations where secure delivery cannot reasonably be provided.

Use of a freight forwarder or reshipping service is at the customer’s risk to the extent permitted by law.

6. Shipping Charges, Taxes, and Customs

Available shipping methods and charges are shown at checkout.

Where Roomie collects applicable sales tax, VAT, GST, customs charges, or similar amounts, they will be shown before payment where reasonably possible.

For international orders, checkout will state whether:

• duties and import taxes are included
• the shipment is delivered duty paid
• the recipient is responsible for import charges.

The customer is responsible for import charges not expressly included in the order.

Customs authorities may require identification or additional information from the recipient.

Roomie is not responsible for customs delay caused by missing recipient information.

7. Address Changes

You are responsible for providing a complete and accurate shipping address.

Address changes may be requested by emailing info@roomie.care.

Roomie cannot guarantee an address change after an order enters fulfillment.

If an order is returned because of an incorrect address, refusal, failure to collect, or unsuccessful delivery, Roomie may deduct actual, reasonable shipping or return costs from a refund where permitted by law and where those costs were caused by the customer.

Mandatory consumer rights remain unaffected.

8. Delivery, Title, and Risk of Loss

Title and risk of loss transfer at the time required by applicable law.

For consumers in jurisdictions where risk remains with the seller until the consumer or an authorized recipient physically receives the goods, Roomie follows that rule.

For other shipments, risk may transfer when the carrier completes delivery to the address provided.

Roomie may require a signature or other delivery verification.

A package marked delivered should be brought indoors promptly.

9. Lost, Stolen, or Missing Packages

If tracking shows no delivery or a package appears lost in transit, contact info@roomie.care promptly.

Roomie may:

• investigate with the carrier
• request a signed declaration
• verify the delivery address
• require a police report in a suspected theft case
• request other reasonable evidence.

Where Roomie bears the risk of loss, Roomie will provide the remedy required by law.

Where tracking confirms proper delivery and risk has legally transferred, Roomie is not responsible for theft occurring after delivery, although Roomie may assist with a carrier investigation.

10. Damaged, Defective, or Incorrect Deliveries

Inspect the package and Device promptly.

Contact info@roomie.care as soon as reasonably possible if:

• the package was materially damaged
• the wrong product was delivered
• an item is missing
• the Device appears defective on arrival.

Please retain the packaging and provide photographs, video, order information, serial number, and other reasonable evidence needed for the carrier or warranty process.

A short notification request does not remove statutory rights that apply for a longer period.

Roomie will cover reasonable return costs for a verified damaged, defective, or incorrect product.

11. Voluntary 30-Day Home Trial

For eligible Devices purchased directly from Roomie, Roomie provides a voluntary return period of 30 days after delivery.

To qualify:

1. request a return authorization within 30 days after delivery
2. return the Device using Roomie’s instructions
3. ship it within 14 days after receiving the return authorization unless Roomie provides a different deadline
4. include the Device, supplied accessories, cable, power adapter, and other material components
5. remove personal accounts and unlink the Device where instructed

1. avoid damage beyond what is reasonably necessary to inspect and test the product.

This voluntary policy is in addition to mandatory consumer rights.

12. Return Postage

For an eligible direct-purchase return, Roomie will provide a prepaid standard return label from the original country of delivery.

If Roomie cannot provide a label, Roomie may authorize reimbursement of reasonable, tracked standard return postage up to an amount approved in writing before shipment.

Roomie does not reimburse:

• unapproved premium or expedited postage
• insurance purchased without approval
• packaging services not reasonably necessary
• customs penalties caused by an incorrect declaration
• a return sent without authorization to an incorrect address.

Do not return a Device to Roomie’s corporate or registered-agent address unless Roomie expressly instructs you to do so.

13. Condition of Returned Products

• A customer may inspect and test a Device as reasonably necessary to determine its nature, characteristics, and ordinary function.
• Roomie may reduce or deny a voluntary refund, to the extent permitted by law, for:
• accidental or intentional damage
• liquid or heat damage
• unauthorized modification
• missing material components
• altered or removed serial numbers
• misuse
• excessive wear beyond reasonable inspection
• an account or activation lock that the customer refuses to remove
• fraud or return abuse.

For EEA and UK withdrawal rights, any deduction will be limited to diminished value resulting from handling beyond what would reasonably be permitted in a physical store.

• Natural variation in wood grain, shade, texture, or finish is not by itself a defect.

Opening the packaging and conducting reasonable testing does not automatically disqualify a return.

14. Resetting and Deleting Data

Before returning a Device, follow the instructions to:

• unlink it from the Roomie account
• remove invited users where appropriate
• reset the Device
• cancel any associated paid subscription that should not continue.

A hardware reset does not necessarily delete all cloud information.

Account, Memory Information, Voice Notes, or other cloud data should be deleted separately through the application or privacy-request process.

Roomie may reset a returned Device as part of processing the return.

15. Refund Amount

For an eligible voluntary return, Roomie will refund:

• the Device purchase price
• taxes collected by Roomie that are legally refundable
• the cost of Roomie’s least expensive standard outbound delivery option.

Roomie does not ordinarily refund:

• the additional difference paid for expedited delivery
• customs duties paid directly to a government
• third-party installation or service charges
• gift wrapping or personalization already performed, where law permits
• independent retailer fees
• damage or diminished value for which a deduction is legally permitted.

Refunds are issued to the original payment method unless law requires or the parties agree otherwise.

For a gift, the refund is ordinarily issued to the original purchaser.

16. Refund Timing

Roomie will process an approved refund without undue delay.

Where EEA or UK withdrawal law applies, Roomie will issue the refund within the legally required period and may withhold it until:

• Roomie receives the returned goods
• the customer provides acceptable evidence that the goods were sent back,
• whichever occurs first, where the law permits.

After Roomie issues a refund, the payment provider or bank may require additional processing time before it appears.

17. EEA and UK Right of Withdrawal

Consumers in the EEA and United Kingdom generally have a legal right to withdraw from an eligible distance contract without giving a reason.

For goods, the withdrawal period ordinarily ends 14 days after the day the consumer or a nominated recipient receives the goods.

Roomie’s voluntary 30-day return period is more generous where it applies, but it does not replace statutory rights.

To exercise the right of withdrawal, send an unequivocal statement to info@roomie.care before the deadline. The model form at the end of this Policy may be used but is not mandatory.

The consumer must ordinarily return the goods within 14 days after notifying Roomie.

Roomie will provide prepaid standard return postage under its voluntary Roomie policy for eligible direct purchases.

Roomie may deduct diminished value caused by handling beyond what is necessary to establish the nature, characteristics, and functioning of the Device.

The original standard-delivery cost will be refunded. Additional cost for a premium delivery method is not refundable unless required by law.

18. Cancellation Before Shipment

A refundable Founding 500 reservation deposit may be cancelled according to the terms shown at reservation by emailing info@roomie.care.

A fully paid but unshipped order may ordinarily be cancelled before it enters final fulfillment.

Roomie may be unable to stop an order already packed or handed to a carrier. In that case, the customer may use the applicable return process after delivery or refuse delivery where Roomie instructs that refusal is appropriate.

19. Subscriptions and Digital Services

A Device return does not always cancel a separate subscription automatically.

The customer should cancel by emailing info@roomie.care or request cancellation in the return request.

Where a paid plan was bundled exclusively with the returned Device, Roomie may terminate the associated plan when the return is completed.

Subscription refunds and cancellation are governed by the plan terms and mandatory law.

Where EEA or UK law provides a withdrawal right for a digital service:

• Roomie will request any consent needed to begin performance during the withdrawal period
• the customer may owe a proportionate amount for service already supplied where the law permits

Roomie will not claim loss of a withdrawal right without the legally required consent and acknowledgment.

20. Warranty Claims After the Return Period

After the voluntary return period, a defective Device may qualify for:

• Roomie’s Two-Year Limited Hardware Warranty
• repair
• replacement
• price reduction
• refund
• another remedy required by mandatory consumer law.

Warranty information is contained in the Terms of Use and Sale.

A warranty does not limit non-waivable legal rights.

21. Replacement Devices

A replacement may be:

• new
• refurbished
• recertified
• functionally equivalent.

A replacement may have different natural wood grain or minor cosmetic differences.

The replacement remains covered for the longer of:

• the remainder of the original warranty period
• 90 days after replacement
• the minimum period required by law.

22. Return and Refund Abuse

Roomie may investigate and reject fraudulent or abusive claims, including:

• returning a different Device
• altering a serial number
• falsifying damage or delivery evidence
• repeated use of the return program primarily to obtain temporary free products
• chargeback abuse
• knowingly returning a hazardous or contaminated product without notice.

Roomie will not use this section to deny a legitimate statutory claim.

23. Recalls and Safety Notices

If Roomie identifies a product-safety issue, it may contact affected customers and provide instructions concerning repair, replacement, return, software update, or discontinuation of use.

Users must follow urgent safety and recall instructions.

Roomie may use order and Device-registration information to communicate a safety notice even where ordinary marketing communications have been declined.

24. Model Withdrawal Form for EEA and UK Consumers

Complete and return this form only if you wish to withdraw from the contract.

To GetRoomie Inc.

2035 Ninth Street, Berkeley, CA 94710

info@roomie.care

Notice

I hereby give notice that I withdraw from my contract for the sale of the following goods or provision of the following service:

Order number

[ORDER NUMBER]

Product or service

[PRODUCT OR SERVICE]

Ordered on / received on

[DATE]

Consumer name

[NAME]

Consumer address

[ADDRESS]

Consumer email

[EMAIL]

Signature, only if submitted on paper

[SIGNATURE]

Date

[DATE]

Submission method

Send by email or post using the contact details above.

Note

Use of this model form is optional; an unequivocal statement is sufficient where applicable law permits.

25. Contact

Returns and refunds: info@roomie.care

Customer support: info@roomie.care

Support telephone: +1 (559) 213-0620

Do not mail a return without prior authorization.