Refund policy

Return and Refund Policy

You have 60 days from delivery to return an order, for any reason or for no reason at all. Opened, used and part-finished bottles are all accepted. We will not ask you to justify the return.

Condition of the item

There is no condition requirement. A bottle you opened, used daily for eight weeks and nearly finished is returnable, and so is a bottle whose outer packaging you no longer have. A scalp oil has to be used for weeks before anyone can fairly judge it, so a policy that only took back sealed bottles would be no policy at all.

How to start a return

Email support@rootevia.com with your order number and we will send you return instructions and the return address. Please wait for that address before posting anything back, so your parcel reaches us and can be refunded. This is a delivery step, not a condition of acceptance.

Damaged, defective, or incorrect orders

Contact us within 7 days of delivery and include photos if you can. If we confirm the issue, we will arrange a replacement or refund and cover reasonable return shipping.

Return shipping

Except for damaged, defective, or incorrect orders, customers are responsible for return shipping. Original shipping charges are not refundable.

Refunds

We issue refunds to the original payment method within 10 business days of receiving your return. If you paid cash on delivery, we will agree an alternative refund method with you. Your bank or card issuer may need additional processing time. If 15 business days have passed since we received your return, contact support@rootevia.com.

Cancellations

Email us as soon as possible. We can cancel or change an order only before it enters fulfillment. Once an order ships, this return policy applies.

This policy does not limit any rights provided by applicable law.