Refund & Return Policy
We stand behind every drop of RootsGuard purity. Return within 14 days — even if opened.
Conditions below apply.
At RootsGuard, we are committed to ensuring your complete satisfaction while protecting the integrity of our radically natural products. This policy outlines the conditions under which returns, replacements, and refunds are processed for purchases made directly through our official website. By placing an order with RootsGuard, you agree to the terms described below.
1. Scope and General Terms
This policy applies exclusively to purchases made through the official RootsGuard online store. Items purchased from other retailers, marketplaces, or resellers must be returned to the place of purchase and are subject to their return terms.
We comply fully with European Union consumer law and extend the same principles of fairness to our international customers. In all approved return cases, RootsGuard reserves the right to decide whether a refund will be issued in the form of a monetary return to the original payment method or as store credit for future purchases. This decision will be based on the circumstances of the return, promotional terms, and the customer’s purchase history.
2. Eligibility for Returns
To be eligible for a return:
- You must provide proof of purchase (order number or receipt).
- Products must be purchased directly from RootsGuard.
Products must meet the condition requirements set out in this policy. Certain categories, including hygiene-sensitive items, opened jars without pumps, and free promotional items, are excluded from return unless covered under our skin reaction or product defect guarantee.
3. Return Periods Window
1. For standard returns, you must notify RootsGuard within 14 calendar days of the delivery date. – This right applies to unopened and unused items returned in their original packaging.
2. For damaged, defective, or incomplete deliveries, you must contact us within 3 business days of receipt.
3. If you experience a skin reaction or product performance issue, you must notify us within 7 calendar days of delivery (see Section 5).
4. Condition of Returned Items
Returned items must be in a resalable condition unless the return relates to a product defect or skin reaction.
- Unopened items must remain sealed and in original packaging.
- Opened items will only be accepted if the return is due to a skin reaction, a verified defect, or an incorrect item sent by us.
RootsGuard reserves the right to refuse a refund or replacement if returned items show signs of excessive use beyond what is reasonably necessary to test the product.
5. Special Policy for Skin Reactions or Product Issues
If you experience a skin reaction, discontinue use immediately and contact us within seven calendar days of delivery. You will be asked to provide your order details, a brief description of the reaction, and photos where possible.
Upon verification, RootsGuard will provide a prepaid return label and issue either a full refund or a replacement product, even if the product has been opened and used.
Your skin’s health is our priority. If you experience a skin reaction:
- Stop using the product immediately.
- Contact us within 7 calendar days of delivery with your order number, description of the reaction, and photos if possible.
- Approved cases will receive a free return label and a full refund or replacement, even for opened items.
6. Damaged or Missing Items on Arrival
If your order arrives damaged or incomplete:
- Report it to us within 3 business days of delivery.
- Provide photos of the packaging and product.
Once the issue is verified, RootsGuard will arrange a replacement shipment or a full refund at no additional cost to you.
7. Return Shipping Costs & Responsibility
RootsGuard pays return shipping for:
- Defective or damaged products
- Wrong item sent
- Approved skin reaction cases
Customer pays return shipping for:
- Change-of-mind returns (if accepted by Roots Guard)
International customers must clearly mark parcels as “Returned goods – no commercial value” to avoid customs charges. Failure to do so may result in deductions from your refund.
8. Refund Method & Processing Time
Refunds will be issued either to the original payment method or as store credit, as determined by RootsGuard.
Once a returned item is received and inspected, refunds are processed within 7 business days. Processing times may vary depending on your payment provider, and RootsGuard is not responsible for delays caused by banking systems or currency conversion fluctuations.
Roots Guard reserves the right to decide either issue a Refund or provide Store Credit.
9. Partial Refunds & Deductions
RootsGuard reserves the right to adjust the refund amount in the following circumstances:
- Missing product components, promotional gifts, or original packaging.
- Partial returns from product bundles or kits, where the refund will be recalculated based on the retained items.
- Customs duties or return shipping costs incurred due to incorrect declaration of the return parcel.
10. Products Not Eligible for Return
For hygiene and safety reasons, we cannot accept returns of:
- Opened jars, bottles, or tubes without pump dispensers.
- Lip care products or any item designed for direct mouth application once opened.
- Bath products that are unsealed.
Additionally, free samples, promotional gifts, and any items purchased from unauthorized sellers are non-refundable and not covered by this policy.
11. Store Credit Option
In some cases, we may offer store credit instead of a refund. Store credit:
- Will be issued in the same currency as your order
- Will expire 12 months after issuance unless otherwise stated
Store credit cannot be exchanged for cash and is non-transferable.
12. How to Initiate a Return
- Contact our customer care team at info@rootsguard.com or use the Contact Us form on our website and we will get back to you. Provide your order number and reason for return.
- We will confirm eligibility and issue a return label if applicable.
- Follow the instructions provided in the email with the return label.
- Once we receive and inspect the returned product, we will process your refund or replacement.
13. International Return Guidelines
International returns must comply with customs declaration requirements by marking the parcel as “Returned goods – no commercial value”. Ensure products are packed securely to prevent damage in transit.
The customer is responsible for duties or customs charges if the return is not correctly declared.
14. Final Decision Clause
RootsGuard reserves the right to decline any return or refund request that does not meet the conditions outlined in this policy.
This policy is intended to operate in compliance with EU consumer rights legislation. Nothing in this document affects your statutory rights.
15. Contact Information
For customer service, returns and other inquiries, please contact us using the details below:
RootsGuard – Customer Care
Louki Akrita 2, Limassol, 3030, CY
Email: info@rootsguard.com
Website: www.rootsguard.com