Refund policy
30-day money-back guarantee
If you’re not happy with your ROO for any reason, you have 30 days after receiving your order to ask for a refund.
To start a return, contact us at support@thisisroo.com with your order number.
Once your return is accepted, we’ll send you a return shipping label and instructions on where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us with any return questions at support@thisisroo.com.
Damages and issues
Please inspect your order when it arrives and contact us right away if an item is defective, damaged, or wrong, so we can make it right.
Exchanges
The fastest way to 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.
Refunds
We’ll let you know once we’ve received your return and approved the refund. You’ll be refunded on your original payment method within 10 business days. 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 approved your return, please contact us at support@thisisroo.com.
ROO Limited Warranty
We build ROO to last. If it doesn’t, we replace it. This warranty is separate from, and on top of, our 30-day money-back guarantee.
ROO mat: limited lifetime warranty
If your mat fails under normal home use, we replace it free for as long as you own it. This covers every ROO mat, including mats bought before the warranty started.
What is covered:
- The mat tearing, cracking or splitting
- The pouch ripping or losing its shape
What is not covered:
- Cuts from using a knife directly on the mat. ROO goes under a cutting board.
- Heat damage. ROO is not designed for heat, so never use it as a trivet or set hot pots, pans or dishes on it, and keep it away from open flame, stovetops and ovens.
- Staining or discoloration from food
Fitted board: one-year limited warranty
If your fitted rubberwood board fails under normal home use within one year of delivery, we replace it free.
What is covered:
- The board cracking or splitting
What is not covered:
- Damage from the dishwasher or from soaking
- Damage from not oiling the wood. Hand wash, air dry and oil it now and then.
- Knife marks and scratches from normal use
- Burns or marks from hot pots and pans
Who is covered
The original buyer of a new ROO product bought from thisisroo.com, whenever they bought it.
What we will do
Send you a free replacement, with shipping on us. If that product is no longer made, we send a comparable one or refund what you paid.
Never covered, mat or board
- Commercial or restaurant use
- Accidents, misuse, pets, or changes made to the product
- Normal wear that doesn’t affect how the product works
How to make a claim
Email support@thisisroo.com with your order number, a photo of the problem and a short note. You won’t need to send the product back unless we ask. We reply by email.
Our responsibility is limited to replacing the product or refunding its purchase price. Some states do not allow the exclusion or limitation of incidental or consequential damages, so this limitation may not apply to you. This warranty gives you specific legal rights, and you may also have other rights which vary from state to state.