Refund policy
Refund Policy
At Romero, we stand behind the quality of our products and your satisfaction is our priority. That's why every order placed on try-romero.com is covered by our 90-Day Money-Back Guarantee. If you are not completely satisfied with your purchase, you may request a refund in accordance with the policy below.
1. Guarantee Window
We offer a 90-day money-back guarantee from the date your order is delivered. If 90 days have passed since your delivery date, unfortunately, we cannot offer a refund or exchange.
2. Eligibility for Refunds
To be eligible for a refund:
The product must have been purchased directly from try-romero.com. Orders placed through third-party websites or marketplaces were not placed with us and are not covered.
Proof of purchase (order number or confirmation email) is required.
Used, opened, and even fully finished products are covered — we ask that you give the product a fair try.
The guarantee is limited to one refunded order per customer and household.
We reserve the right to deny refund requests that do not meet these conditions.
3. Non-Refundable Items
The following are not eligible for refund:
Shipping and handling fees, and any customs duties or import fees
Free bottles, gifts, and promotional items included in a bundle (no cash value)
Gift cards and items marked as final sale
Requests submitted beyond the 90-day window
4. Subscriptions
Subscription Refund Eligibility
If your order includes a subscription, the 90-day money-back guarantee applies only to your first shipment. It is the customer’s sole responsibility to manage or cancel the subscription within the 90-day guarantee period. Subscription renewals that occur after this window are not eligible for refunds under any circumstances.
Failure to cancel prior to a renewal billing date does not constitute grounds for a refund. Customers are responsible for managing, modifying, or canceling their subscription prior to renewal.
Automatic Renewal
Your subscription will automatically renew unless cancelled. You will be charged through your payment method every 4 weeks, or at your selected delivery cadence. By submitting your initial order you expressly agree to the terms of the auto-renewal and understand this subscription policy.
Cancellation
You may cancel your subscription at any time. To avoid a recurring charge, you must cancel at least twenty-four (24) hours before your next scheduled billing date. You can cancel your subscription through your account portal or contact us any time at info@try-romero.com. All cancellations are effective as of the last day of the current billing period. No refunds will be issued for renewal charges already processed at the time of cancellation.
Billing Information
You are obligated to provide current, complete, and accurate billing account information. You are responsible for promptly updating all information to keep your account current. Changes can be made through your customer portal or by contacting info@try-romero.com.
5. Refund Process
To request a refund, contact our team at info@try-romero.com with your order number and reason for the request. In most cases you will not be asked to return anything. If our team does request a return (for example a sealed, unused bundle), we will provide instructions for mailing the product back.
Please note:
Customers are responsible for return shipping costs when a return is requested.
We recommend using a trackable shipping service. We are not responsible for returned items lost in transit.
6. Refunds
Once your request is approved, we will notify you via email. Your refund will be processed and applied to your original method of payment within 5–10 business days.
Shipping fees are non-refundable.
7. Damaged, Defective, Wrong, or Incomplete Orders
If your order arrives damaged, defective, incorrect, or incomplete, please contact us within 7 days of delivery at info@try-romero.com with photos of the product and packaging. Depending on the case, we may offer a replacement, reshipment, store credit, or full refund at no cost to you.
8. Late or Missing Refunds
If you haven't received a refund after 10 business days:
Check your bank account or credit card statement again.
Contact your payment provider — it may take some time before your refund is officially posted.
If you've done all of this and still have not received your refund, contact us at info@try-romero.com.
9. Chargebacks
If you have any concern about a charge, please contact us first at info@try-romero.com so we can make it right — most issues are resolved quickly. Filing a chargeback with your bank for an authorized purchase, without first giving us a reasonable opportunity to assist, may delay resolution and may be treated as a breach of our Terms of Service.
10. Contact Us
If you have any questions about this policy, please reach out to our support team:
Romero Email: info@try-romero.com Website: https://try-romero.com