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 plant-based formulas. 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. For approved returns within the statutory 14-day withdrawal period, refunds are issued to the original payment method used at checkout, in line with EU Consumer Rights Directive 2011/83/EU. For returns outside the statutory withdrawal window that we accept as a goodwill gesture, store credit may be offered as an alternative resolution, subject to customer agreement. Refund timing, deductions, and conditions are detailed in the sections below.
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.
For hygiene and safety reasons, opened cosmetic products (including jars, bottles, and tubes without pump dispensers, lip care products, and unsealed bath products) cannot be returned for change-of-mind reasons. These items remain fully covered under our skin reaction and product defect guarantee, as set out in Sections 5 and 6.
3. Return Periods Window
1. You may withdraw from your purchase within 14 calendar days of delivery. Once you have notified us of withdrawal, you have a further 14 calendar days to return the goods. – This right applies to unopened and unused items returned in their original packaging.
2. For visibly damaged packaging or incomplete deliveries, please contact us within 7 calendar days of delivery so we can resolve the issue quickly.
3. For refund eligibility in case of a skin reaction or product performance issue, please notify us within 14 calendar days of delivery (see Section 5). Regardless of timing, RootsGuard takes all reported skin reactions seriously and will investigate every report in line with our cosmetovigilance obligations under EU Cosmetics Regulation 1223/2009.
All return windows are calculated from the recorded delivery date provided by the courier (proof of delivery). Where delivery confirmation is unavailable, the return window starts from the date the order was marked as delivered in our system.
4. Condition of Returned Items
Returned items must be in their original condition. For hygiene reasons, opened cosmetic products may not be resold and will be processed under our cosmetic safety procedures.
- 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.
After delivery, products must be stored in accordance with the storage instructions on the packaging. Returns where deterioration is the result of improper storage (heat exposure, freezing, contamination) are not eligible for refund or replacement.
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 14 calendar days of delivery for refund eligibility. You will be asked to provide your order details, a description of the reaction, and photos where possible. Regardless of timing, all reported reactions are reviewed under our cosmetovigilance procedures.
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. The unused product must be returned for safety analysis as part of our cosmetic vigilance program.
Your skin’s health is our priority. If you experience a skin reaction:
- Stop using the product immediately.
- Contact us within 14 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.
RootsGuard reserves the right to investigate repeat skin reaction claims from the same customer. In cases where multiple claims are made across different product categories without medical or dermatological substantiation, RootsGuard may decline future skin reaction refunds and limit the customer’s eligibility for opened-product returns. This protection does not affect statutory rights for genuine product defects.
Serious undesirable effects (SUEs) reported to RootsGuard will be assessed and, where required, reported to the relevant Competent Authority in accordance with EU Cosmetics Regulation 1223/2009 Article 23. Customer cooperation may be requested for safety follow-up, including providing a sample of the product, photographs of the reaction, and a brief medical history relevant to the reaction.
6. Damaged or Missing Items on Arrival
If your order arrives damaged or incomplete:
- Report visible packaging damage within 7 calendar days of delivery. Hidden defects discovered later remain covered under your 2-year statutory rights under EU Directive 2019/771.
- Photographs are required for any damage, defect, or skin reaction claim. Photographs must clearly show: the product itself, the packaging including the batch/lot number, and the issue being reported. Claims submitted without supporting photographs may not be eligible for refund or replacement.
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 RootsGuard)
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 for approved returns within the statutory 14-day withdrawal period are issued to the original payment method used at checkout, in compliance with EU Consumer Rights Directive 2011/83/EU. 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.
For returns accepted outside the statutory window as a goodwill gesture, store credit may be offered as an alternative, subject to customer agreement.
RootsGuard is not responsible for delivery delays caused by courier issues, customs procedures, weather events, strikes, or other circumstances beyond our control. In cases of significant delivery delay (over 30 days from dispatch), customers may request a refund or replacement at our discretion.
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.
- For partial bundle returns, the refund will reflect the full retail price of the returned items, with the bundle discount removed from the kept items. If the value of the kept items at full retail price exceeds the original order total, no refund will be due. Returning the entire bundle is required to receive the full bundle discount as a refund.
- Customs duties or return shipping costs incurred due to incorrect declaration of the return parcel.
- Where the original order included a free gift, free sample, or promotional bonus that was conditional on the order minimum, and where the return brings the order value below the gift threshold, the value of the gift will be deducted from the refund or the gift must be returned with the order.
Refunds on items purchased with a promotional discount, voucher code, or sale price are calculated based on the actual amount paid by the customer, not the standard retail price
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.
- Personalised, custom-blended, or made-to-order products are not eligible for return or refund under EU Directive 2011/83/EU Article 16(c), unless the product is defective.
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
Store credit may be offered as an alternative resolution for returns accepted outside the statutory 14-day withdrawal window, subject to customer agreement. When chosen by the customer, store credit:
Will be issued in the same currency as the original order
Will remain valid for 12 months from issuance unless otherwise stated
Cannot be exchanged for cash and is non-transferable
Store credit is never imposed in place of a statutory refund.
12. How to Initiate a Return
- Contact our customer care team at su*****@********rd.com, use the Contact Us form on our website, or message us via live chat to request a return. Please include your order number and reason for return in your message.
- 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.
For high-value returns (over €200) or where multiple returns have been made by the same customer or shipping address, RootsGuard may request identity verification before processing the return. This protects both customers and the brand from fraudulent activity.
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.
In line with EU Regulation 524/2013, customers based in the European Union may also access the European Commission’s Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr to resolve disputes related to online purchases.
RootsGuard reserves the right to refuse future orders or returns from customers who have initiated unjustified chargebacks, made false reaction claims, or otherwise breached the terms of sale. This action is taken solely in cases of demonstrable abuse and does not limit any customer’s statutory rights under EU consumer law.
15. Right of Withdrawal
Under EU Consumer Rights Directive 2011/83/EU, you have the right to withdraw from your purchase within 14 calendar days of delivery without giving any reason. To exercise this right, you must inform us of your decision by a clear statement (email, contact form, or live chat) before the 14-day period expires. Once you have notified us of withdrawal, you have a further 14 calendar days to return the goods.
The hygiene exclusion in Section 2 applies: opened cosmetic products are not eligible for change-of-mind withdrawal under EU Directive 2011/83/EU Article 16(e). Sealed and unused products may be returned in their original packaging within the withdrawal window.
16. Contact Information
For customer service, returns and other inquiries, please contact us using the details below:
RootsGuard – Customer Care
Louki Akrita, Limassol, 3030, CY
Email: su*****@********rd.com
Website Contact Form: www.rootsguard.com
17. Right to amend the policy
RootsGuard reserves the right to amend this policy at any time. The version of the policy in effect at the time of purchase applies to that order. Any amendments will be published on our website and will not retroactively affect orders already placed.
18. Governing law and jurisdiction
This policy is governed by the laws of the Republic of Cyprus and the European Union. Disputes shall be subject to the exclusive jurisdiction of the competent Cyprus courts, without prejudice to the consumer’s right to seek resolution under the laws of their country of residence as protected by EU consumer law.