Refund Policy
Our Refund & Return Policy
We want you to feel confident every time you order from Rootwell. If something isn't right, we'll make it right — plainly and without the runaround. Here's exactly how our return and refund process works, written in plain language with no hidden conditions.
Return Window
You have 30 days from the date your order is delivered to request a return. We track delivery dates from the carrier confirmation, so if you're unsure of your delivery date, check your shipping confirmation email or your order history in your Rootwell account.
Item Condition Requirements
To be eligible for a return, items must be:
- Unused — in the same condition you received them
- In their original packaging — including any inserts, seals, or accessories that came with the product
- Free from damage caused after delivery — we can only accept returns for items in resalable condition
We inspect every returned item when it arrives. If a return doesn't meet these conditions, we'll contact you directly and explain why — no silent rejections.
How to Start a Return
Starting a return is straightforward:
- Email us at support@rootwell.com with your order number and the item(s) you'd like to return
- Let us know the reason for your return — this genuinely helps us improve, and we read every response
- We'll reply within 1–2 business days with your return authorization and shipping instructions
Please don't send items back without contacting us first. Unrequested returns can delay your refund significantly.
Who Pays for Return Shipping
We believe in being upfront about costs:
- Standard returns: Return shipping is the customer's responsibility. We'll provide you with our preferred carrier instructions to help keep costs reasonable, but we do not cover the postage for change-of-mind returns.
- Defective or incorrect items: If we made a mistake or your item arrived damaged, we cover return shipping in full — no questions, no hoops. See the section below for details.
Refund Timeline
Once your returned item is received and inspected at our warehouse, here's what to expect:
- You'll receive an email confirmation the day your return is processed
- Your refund will be issued to your original payment method within 3–10 business days of that confirmation
- Most refunds arrive closer to the 3-day mark — the 10-day window accounts for occasional bank processing delays outside our control
If your refund hasn't appeared after 10 business days, email us and we'll investigate immediately — not eventually.
Exchanges
Want a different size, scent, or variant? We're happy to help with an exchange.
- Email support@rootwell.com with your order number and the item you'd like instead
- We'll confirm availability and walk you through the swap
- Exchanges follow the same 30-day window and condition requirements as standard returns
- If the replacement item has a different price, we'll charge or refund the difference transparently — no surprises
Non-Returnable Items
A small number of items cannot be returned due to hygiene, safety, or customization reasons. These include:
- Final-sale items — clearly marked as such at the time of purchase
- Custom or personalized products — made specifically to your specifications
- Opened personal care and hygiene products — including items like reusable personal care tools or unsealed wellness products, where resale would be inappropriate for health reasons
- Digital products or downloadable content
We flag every non-returnable item clearly on its product page before you add it to your cart. If you're ever unsure, email us before you buy — we'd rather answer a question upfront than disappoint you after.
Damaged or Incorrect Items
If your order arrives damaged, defective, or simply isn't what you ordered, the resolution is simple: we send you the correct item at no cost, and we arrange return shipping for the original at our expense.
To get this resolved quickly:
- Email support@rootwell.com within 7 days of delivery
- Include your order number and a photo of the damage or incorrect item
- We'll confirm your replacement and dispatch it as fast as possible — typically within 1–2 business days
We don't ask you to prove yourself or jump through hoops. A photo and your order number is all we need.
Still Have Questions?
Our support team is made up of real people who know our products and genuinely want to help. If anything about this policy is unclear, or if your situation doesn't fit neatly into the categories above, reach out — we'll give you a straight answer.
Email: support@rootwell.com
Response time: Within 1–2 business days, Monday through Friday
We built Rootwell on the belief that you deserve honesty — and that extends to how we handle things when they don't go perfectly. Thank you for trusting us.