Return, Refund & Replacement Policy
Return, Refund & Replacement Policy
Overview
We stand behind the quality of our products. Because skincare is a personal and hygienic item, our return policy is intentionally limited and clearly defined to protect both our customers and product integrity.
Returns
Unopened Products
We accept returns only for unopened, unused products if:
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A return request is submitted within 30 days of delivery
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The product remains sealed, unused, and in original condition
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The item is shipped back within the approved return window
Once approved, returned items must be received before a refund is issued.
Return shipping costs are the responsibility of the customer unless the return is due to an error on our end.
Opened Products
We do not accept returns on opened or used products.
If an opened product is approved under a damage or fault claim, for health and sanity reasons, we will not require the product to be returned. Instead, we encourage customers to responsibly keep, gift, or recycle the product.
Damaged or Faulty Items
A product is considered damaged or faulty if it arrives with a clear manufacturing or shipping issue, including:
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Broken or cracked packaging
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A damaged or non-functioning pump or dropper
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Leaking product upon arrival
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Missing or incorrect items due to fulfillment error
Normal variations in texture, scent, or color due to natural ingredients are not considered defects.
Reporting a Damaged or Faulty Item
If you receive a damaged or faulty product, please contact our customer support team as soon as possible and within 7 days of delivery.
Include:
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Your order number
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A brief description of the issue
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Clear photos showing the damage or defect
Once reviewed, we will determine whether a replacement or refund is appropriate.
Personal Skin Reaction Disclaimer
Skincare is personal, and every skin type responds differently. While all Root + Renew products are formulated to meet strict quality and safety standards, we understand that irritation or allergic reactions can sometimes occur.
If you experience irritation or an allergic reaction, please discontinue use immediately and contact our customer support team. In these cases, we are happy to review your claim and may offer a refund once the situation has been assessed.
That said, we are unable to offer refunds or exchanges for:
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Incorrect product selection
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Preference-based concerns such as texture or scent
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Breakouts, dryness, or lack of visible results after a trial period
These outcomes can be part of the normal adjustment process when introducing new skincare and vary widely from person to person.
If you’re ever unsure which product is right for you, we encourage you to reach out before purchasing. We’re always happy to help guide you toward the best option for your skin.
Replacements
Approved replacements are shipped within 3 business days once the claim is resolved. Replacement orders are shipped at no additional cost to you.
Refunds
If a refund is approved:
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Refunds are issued to the original payment method
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Processing time is up to 10 business days
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Shipping fees are non-refundable unless the issue was caused by us
Return & Refund Exemptions
Root + Renew does not offer refunds, credits, or replacements in the following cases:
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Incorrect or insufficient shipping address provided
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Unclaimed or refused shipments
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Customs rejections
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Orders that have already entered fulfillment and cannot be canceled
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Products returned opened or used outside of a damage claim
Consult With a Doctor or Physician
We recommend consulting a healthcare professional before starting any new skincare routine, especially if you have known sensitivities, allergies, or skin conditions.
Contact Customer Support
For all return, refund, or replacement inquiries, please contact:
Our team typically responds within 48–72 hours.
