Refund policy
Last updated: October 23, 2026
This Refund and Returns Policy applies to all purchases from rookieroom.store, operated by Rookie Room ("we", "us"). It forms part of our Terms of Service. Nothing in this policy limits any rights you have under the consumer protection laws that apply to you.
1. Personalised, made-to-order products
Every Rookie Room light is made to order with the name, number, sport and size you choose. Because each one is made just for you and can't be resold, we don't accept returns or exchanges for change of mind. This includes ordering the wrong size or sport, or no longer wanting the item.
2. Check your personalisation before ordering
The name and number are made exactly as you type them at checkout. Please check spelling, capital letters and numbers carefully. The live preview on our website shows the layout and style of your light. The finished product's colours, glow and brightness can look slightly different depending on your screen and room lighting, and this isn't a fault.
We can't offer a free remake or refund for personalisation errors entered by the customer. If you notice a mistake, contact us within 12 hours (see section 3).
3. Cancellations and changes
You can cancel your order, or change the name, number, sport, size or shipping address, within 12 hours of placing it. Email contact@rookieroom.store with your order number and the change you need.
- Cancelled within 12 hours: full refund to your original payment method.
- After 12 hours: your light may already be in production, and we may not be able to cancel or change it.
- If we can't ship your order within our stated delivery time, you can cancel for a full refund at any point before it ships (see our Shipping Policy).
4. Damaged, faulty or our mistake: free remake
We'll make and ship a free replacement if your light:
- arrives damaged;
- doesn't light up or work properly when it arrives; or
- has a name, number, sport or size that is different from your order.
To make a claim, email contact@rookieroom.store within 14 days of delivery with:
- your order number;
- a clear photo or short video showing the damage, fault or mistake; and
- a photo of the shipping packaging, if the item was damaged in transit.
We'll review your claim and reply within one business day. You don't need to return the original item unless we ask you to. If we do ask, we'll pay the return shipping.
If we're unable to make a replacement (for example, if the product is no longer available), we'll give you a full refund instead.
5. Faults that appear after delivery
If your light stops working within 90 days of delivery through normal use, please contact us with your order number and a description or video of the problem. We'll work with you to fix it, which may include troubleshooting, replacement parts or a replacement light. This doesn't cover damage from accidents, misuse, alterations, water exposure or using a power supply other than the one provided.
6. Lost parcels
If your order is confirmed lost in transit, we'll send a free replacement, or give you a full refund if we can't make a replacement. See our Shipping Policy for timeframes.
7. How refunds are paid
Approved refunds are paid to your original payment method within 5 business days of approval. Your bank or card provider may take a further 5–10 business days to show the refund on your statement.
Any discount used on the original order isn't refunded as cash.
8. Please contact us before disputing a charge
If there's a problem with your order, please email us first. We can usually fix it within a day or two, which is faster than a dispute with your bank. If you open a chargeback or payment dispute, we'll respond to it with the details of your order and our correspondence with you.
9. Contact us
Email contact@rookieroom.store with your order number. We reply within one business day.
Rookie Room, 18 Sledmere Street, Christchurch, New Zealand