Returns, Refunds & Exchanges Policy

Returns and Exchanges

Due to the nature of our products and for health, safety, and sanitary reasons, most sales are final once an order has shipped, except where an item arrives damaged, defective, or incorrect.

We do not accept returns or exchanges for items that have been opened, used, worn, altered, tampered with, or removed from their original packaging.

Unopened and unused items in their original packaging may be reviewed for return eligibility within 30 days of delivery on a case-by-case basis. Return approval is not guaranteed.

To request a return review, please email us at support@richinroots.com within 30 days of delivery with:

- Your full name - Order number - Reason for the return request - Clear photos of the item and packaging, if applicable

Please do not send any items back without contacting us first. Items returned without prior approval will not be accepted.

If your return is approved, we will provide return instructions by email. Customers are responsible for return shipping costs unless the return is due to an error made by Rich in Roots.

Refunds

Approved refunds will be issued only after the returned item has been received and inspected.

If your refund is approved, it will be issued to your original payment method. Please allow 3-10 business days for your bank or credit card provider to process and post the refund.

Original shipping costs, priority processing fees, package protection, insurance fees, and other shipping-related charges are non-refundable unless the refund is due to an error made by Rich in Roots or otherwise required by law.

Approved returns may be subject to a restocking fee of up to 20%, depending on the condition of the item and reason for return. Any applicable restocking fee will be deducted from the final refund amount.

Refunds are processed through Shopify and/or the original payment processor to the original payment method.

If more than 15 business days have passed since your refund was approved, please contact us at support@richinroots.com.

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives.

If your item arrives damaged, defective, or incorrect, please email us at support@richinroots.com within 7 days of delivery with:

- Your order number - A description of the issue - Clear photos of the item - Clear photos of the packaging

We review damaged, defective, and incorrect item claims on a case-by-case basis. If approved, we may offer a replacement, store credit, refund, or another appropriate solution depending on the situation.

Rich in Roots reserves the right to deny claims that are missing required photos, submitted after a reasonable time, or show signs of misuse, tampering, or damage after delivery.

Sale, Clearance, Promotional, and Final Sale Items

Sale items, clearance items, discounted items, promotional items, final sale items, and gift cards cannot be returned, exchanged, or refunded unless required by law.

Clearance items may not include original packaging and may have minor cosmetic imperfections. We do not guarantee original retail condition for clearance items.

Non-Refundable Situations

Refunds, replacements, or exchanges will not be issued for the following, unless required by law:

- Wrong shipping address entered by the customer - Incomplete shipping address entered by the customer - Packages marked delivered by the carrier - Lost or stolen packages after confirmed delivery - Customer refusal of delivery - Unclaimed packages - Carrier delays after shipment - Customs delays - Dissatisfaction based on personal preference - Failure to follow product instructions - Items that have been opened, used, worn, altered, or tampered with - Sale, clearance, promotional, or final sale items - International orders, unless required by law

Wrong or Incomplete Shipping Address

Customers are responsible for entering the correct shipping address at checkout.

If you provide an incorrect or incomplete address and the package is delivered to that address, Rich in Roots is not responsible for loss, non-delivery, refunds, or replacements.

If the package is returned to us by the carrier, we may offer to reship the order. The customer will be responsible for any additional shipping and handling fees.

If you choose not to have the order reshipped, we may issue a refund for the product cost only, minus original shipping costs, return shipping fees, and any applicable restocking fee.

Returned to Sender Packages

If a package is returned to us due to an incorrect address, incomplete address, refused delivery, failed delivery attempt, or unclaimed delivery, the customer is responsible for any reshipping costs.

If the package is returned to us in its original condition, we may issue a refund for the product cost only. Original shipping costs, carrier return fees, and any applicable restocking fee are non-refundable.

If the package is not returned to us, is lost in transit, destroyed, or refused by the carrier, we cannot guarantee a refund or replacement.

Lost or Stolen Packages

Rich in Roots is not responsible for packages that are marked as delivered by the carrier but are lost, stolen, or missing after delivery.

If your package is marked delivered but you did not receive it, please contact the shipping carrier directly to file a claim. We are happy to help you review tracking information and provide any available order details needed for a carrier claim.

At our discretion, we may offer a courtesy discount or store credit, but we are not required to issue a refund or replacement for packages marked delivered.

Order Cancellations

If you need to cancel an order, please contact us immediately at support@richinroots.com.

We cannot guarantee cancellations once an order has been processed, fulfilled, or shipped.

If an order has already shipped, it cannot be canceled.

Shipping Delays and FTC Compliance

We make every effort to ship orders within the processing and shipping timeframes stated on our website.

If we are unable to ship your order within the stated timeframe, or within 30 days if no timeframe was stated, we will notify you of the delay and provide a revised estimated shipping date.

If your order is delayed, you may choose to accept the new shipping timeframe or cancel your order for a refund before the order ships.

If we are unable to obtain your consent to the delay where required, we will cancel and refund the affected order as required by applicable law.

International Orders

International customers are responsible for all customs duties, taxes, import fees, tariffs, brokerage fees, and any other charges required by their country.

These charges are not included in our product prices or shipping costs and are not refundable.

International orders are final sale unless otherwise required by law.

If an international package is rejected, refused, abandoned, or returned due to unpaid customs fees or import issues, original shipping costs, return shipping fees, and carrier fees will be deducted from any eligible refund.

European Union 14-Day Cooling-Off Period

If your order is shipped to the European Union, you may have the right to cancel or return your order within 14 days, for any reason and without justification.

To qualify, the item must be unopened, unused, in the same condition that you received it, in its original packaging, and accompanied by proof of purchase.

This right may not apply to certain sealed goods that are not suitable for return due to health protection or hygiene reasons once unsealed.

Chargebacks and Payment Disputes

By placing an order with Rich in Roots, you agree to this Returns, Refunds, and Exchanges Policy.

If a chargeback or payment dispute is filed, we reserve the right to provide the payment processor or financial institution with documentation, including order details, tracking information, delivery confirmation, customer communication, and proof of policy agreement.

Customers are responsible for reviewing all product descriptions, shipping information, and store policies before completing a purchase.

Contact Us

For all order, return, refund, exchange, or damage-related questions, please contact us by email.

Email: support@richinroots.com

Please do not contact us through social media for order issues. For privacy and security reasons, all order-related concerns must be handled by email.