Refund policy

Last updated: April 6, 2026

At RootWell, we want you to feel confident in every product you purchase. If something is not right, we are here to help.

30-Day Return Window

You may request a return within 30 days of the delivery date.

To begin a return, please contact us with your order number and the reason for the return.

Unopened Products

Unopened, unused products in their original packaging may be returned within 30 days of delivery for a full refund.

Customers are responsible for return shipping costs unless the return is due to an error on our part.

Opened Products Satisfaction Guarantee

If you are trying a product for the first time and are not satisfied, we may offer a refund or store credit for one opened product per customer.

To qualify:

  • The request must be made within 30 days of delivery
  • The product must be at least 50% full
  • Only one opened product per customer, per product, is eligible
  • We may request photos of the product and packaging before approving the claim

We reserve the right to deny requests that appear excessive, abusive, or inconsistent with normal use.

Damaged, Incorrect, or Defective Items

If your order arrives damaged, defective, expired, or if you received the wrong item, please contact us within 7 days of delivery.

Please include:

  • Your order number
  • Photos of the item and packaging
  • A brief description of the issue

Once approved, we will provide either:

  • A replacement item
  • A full refund
  • A prepaid return shipping label, if a return is required

You will not be charged return shipping for damaged, incorrect, defective, or expired products.

Non-Returnable Items

The following items cannot be returned or refunded:

  • Products returned more than 30 days after delivery
  • Clearance or final sale items
  • Gift cards
  • Products marked as non-returnable
  • Heat-sensitive items that have been shipped during warm weather
  • Special-order or practitioner-only products
  • Products that have been used excessively or are less than 50% full

Return Process

To request a return, please email us at returns@rootwell.ca with:

  • Your order number
  • The item(s) you would like to return
  • The reason for the return
  • Photos, if applicable

If your return is approved, we will provide instructions for returning the item.

Please do not send products back without contacting us first, as unauthorized returns may not be accepted.

Refunds

Once your return is received and inspected, we will notify you whether your refund has been approved.

If approved:

  • Refunds will be issued to your original payment method
  • Please allow 5–10 business days for the refund to appear on your account
  • Original shipping charges are non-refundable unless the return was due to our error

If a store credit is issued instead of a refund, it will be sent by email and may be used toward any future purchase.

Exchanges

We do not offer direct exchanges. If you would like a different item, please return the original item (if eligible) and place a new order.

Chargebacks and Abuse

We are committed to treating customers fairly and ask the same in return. We reserve the right to refuse returns, refunds, or future orders in cases of:

  • Repeated return requests
  • Suspected misuse or fraud
  • Excessive use of satisfaction guarantees
  • Chargebacks filed without first contacting us

Contact Us

If you have any questions about this Return & Refund Policy, please contact us:

RootWell Email: returns@rootwell.ca