Refund policy

Exchange & Return Policy

At The Room Surf & Skate Shop, we want you to be fully satisfied with your purchase. If for any reason you’re not happy with your items, we offer an exchange and return policy to ensure you're taken care of. Please take a moment to read through our guidelines below.

Exchanges:

• You have 15 days from the date of delivery to exchange merchandise for the same item or another item of equal or lesser value.
• Shipping fees must be covered by the customer.
• To initiate an exchange, please contact us with your order details, and we’ll guide you through the process. You can also start a return in your customer account; Login here: https://account.theroompr.com

Returns will always be for Store Credit:

• You can return items for store credit within 15 days from the date of delivery. Store credit can be used on any future online orders placed on our website. You will have six (6) months to use it.
• Please note: Store credit can only be used for online purchases if it was originally issued for an online order. If you wish to use your store credit in our physical stores (Puerto Rico), please contact us for assistance in transferring the credit to an in-store account.
• Important: We do not offer refunds to the original payment method. All returns will be processed as store credit only.

Store Pickup Orders:

• For orders placed with store pickup, the 15-day period for exchanges and returns begins on the day your order arrives at the store, not the delivery date.
• Once you are notified that your order is ready for pickup, you have 15 days from that date to request an exchange or return.
• In all the cases and without exception, please make sure to bring proof of purchase (receipt).

Returns & Exchanges in Puerto Rico Stores:

• Customers from Puerto Rico can return or exchange items directly in our physical stores too.
• If you return an item in-store, we can create store credit for you right there, which can be used at any of our eight physical stores across the island.
• Please note that store credit issued in our physical stores can only be used at our physical locations, not online, but if you prefer to use it online, contact us.

Return & Exchange Conditions:

• Proof or purchase is needed in all the cases.
• Items must be in new, unused, and resalable condition, with all original packaging and tags attached.
• We are unable to accept returns or exchanges on worn, washed, or damaged items.

Exceptions:

• Women's Swimwear: Due to health and safety regulations enforced by the Puerto Rico Health Department, women’s swimwear (one-piece swimwear, paddlesuits, tops, and bottoms) cannot be exchanged or returned.
• Skateboarding Decks, Complete Skateboards, and its Accessories: For safety and hygiene reasons, skateboarding decks, complete skateboards, or any skateboard accessories cannot be exchanged or returned.
• Surfing Accessories: Due to hygiene and safety concerns, we are unable to accept returns or exchanges on surfing accessories.
• Watches & Sunglasses: The warranty for watches and sunglasses is handled by the respective brand. If you need assistance with your warranty or an inquiry, please contact the brand directly. (Returns and exchanges can be made.)
• Sneakers with a price of $100 or more

How to Start Your Return or Exchange:

1. Contact us within 15 days of receiving your order to request an exchange or return; Write an email to customerservice@theroompr.com, call us, or start the Return in your customer account. Login here: https://account.theroompr.com
2. Provide your order number and the item(s) you wish to return or exchange.
3. We can either:
   • Provide you with a prepaid shipping label for the return or exchange, or
   • Have you ship the item(s) back to us at your own cost and provide a tracking number to ensure the item is properly returned.

Shipping Costs:

• Return shipping is the responsibility of the customer unless the item is defective or incorrect.
• If we provide a prepaid shipping label, the cost will be deducted from your store credit or exchange value.
  

If you have any questions or need assistance, don’t hesitate to reach out to our customer service team. We’re here to help!

Thank you for shopping with The Room Surf & Skate Shop!

Contact options:

Customer Service: (787) 203-9321

customerservice@theroompr.com