Refund policy
Refund Policy
Last updated: May 2026
At Root Comes First, we care about your experience and want you to feel confident when ordering from us. If something is wrong with your order, we will do our best to make it right.
Please read our refund, replacement, and return policy carefully before placing an order.
1. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, misprinted, or you receive the wrong item, please contact us within 30 days of receiving your order.
To help us review your claim, please email us at:
Please include:
- your order number;
- a brief explanation of the issue;
- clear photos of the product, packaging, and shipping label, when applicable.
Once we receive your request, we will review the issue and notify you whether your claim has been approved or rejected.
If approved, we may offer, at our discretion:
- a replacement;
- a refund to your original payment method;
- or another appropriate resolution.
2. Lost Packages
If your package appears to be lost in transit, please contact us no later than 30 days after the estimated delivery date.
We will review the tracking information and, when appropriate, work with our fulfillment partners and/or shipping carriers to resolve the issue.
If the claim is approved, we may offer a replacement or refund.
3. Returns for Opened or Used Products
For health, hygiene, and safety reasons, we do not accept returns or refunds for products that have been opened, used, or tampered with.
This applies especially to dietary supplements and wellness products.
4. Change of Mind / Buyer’s Remorse
We do not offer refunds or returns for change of mind, buyer’s remorse, or personal preference once an order has been processed or shipped.
Please review your order carefully before completing your purchase.
5. Order Cancellations
If you need to cancel an order, please contact us as soon as possible at:
We will do our best to help. However, once an order has been processed, prepared, or sent to fulfillment, we may no longer be able to cancel it or issue a refund.
6. Incorrect or Incomplete Shipping Address
Customers are responsible for providing a complete and accurate shipping address at checkout.
We are not responsible for orders that are delayed, lost, returned, abandoned, or undeliverable due to an incorrect, incomplete, or insufficient address provided by the customer.
If a package is returned to sender due to an address issue, additional shipping costs may apply if a reshipment is possible.
7. Unclaimed or Refused Packages
We are not responsible for packages that are unclaimed, refused, or returned due to the customer being unavailable, failing to collect the package, or refusing delivery.
In these cases, we may not be able to offer a refund or replacement.
8. Customs, Duties, and Import Restrictions
Customers are responsible for any applicable customs fees, duties, taxes, or import restrictions in their country.
If a package is refused, rejected, abandoned, or returned due to customs issues, unpaid duties, or import restrictions, we may not be able to offer a refund or replacement.
9. Fraud Prevention and Suspicious Orders
To protect our customers and our business, we reserve the right to review, hold, or cancel orders that appear suspicious, fraudulent, or high-risk.
This may include, but is not limited to:
- unusually large orders;
- multiple transactions in a short period of time;
- mismatched billing, shipping, or IP information;
- failed payment verification;
- suspected unauthorized card use.
If an order is canceled due to suspected fraud or payment risk, we will notify the customer when appropriate and issue a refund if the payment has been captured and the order has not been fulfilled.
10. Refund Processing Time
If your refund is approved, it will be processed to your original payment method.
Please note that it may take several business days for the refund to appear on your statement, depending on your bank, card issuer, or payment provider.
11. Shipping Costs
Original shipping costs are non-refundable unless the refund is due to an approved damaged, defective, incorrect, or lost order claim.
If a replacement is approved, we will inform you whether any additional shipping costs apply.
12. How to Contact Us
For any refund, replacement, cancellation, or order issue, please contact us at:
Please include your order number so we can help you faster.