Refund policy

Returns & Refunds

We want you to be completely satisfied with your Rootwell+ order. If something isn't right, here's how we handle it.

Returns

You have 30 days from the date you receive your order to request a return. To be eligible, the item must be unused, in its original packaging, and accompanied by proof of purchase.

To start a return contact us at hello@rootwell.hair. Please do not send items back without contacting us first as we cannot accept unsolicited returns.

If your return is accepted we will provide a prepaid return shipping label and instructions. Returns should be sent to: Rootwell+ Ltd, Titan House, Bradford, Cleckheaton BD4 6SE, United Kingdom.

Please note: as a personal care product, opened or used serum cannot be returned for hygiene reasons. If you have received a damaged, defective or incorrect item please contact us immediately at hello@rootwell.hair and we will make it right.

Damages and incorrect orders

Please inspect your order on arrival. If anything is damaged, defective or incorrect contact us at hello@rootwell.hair within 48 hours of receipt. Include a photo where possible and we will resolve it promptly.

Non-returnable items

Opened serum and used applicators cannot be returned. This is standard practice for personal care products and is in place to protect every customer.

We do not accept returns on sale items or gift cards.

Exchanges

If you need an exchange please contact us at hello@rootwell.hair. The fastest route is to return the original item and place a new order once the return is confirmed.

UK consumer rights

Under UK Consumer Contracts Regulations you have the right to cancel your order within 14 days of receiving it, for any reason, provided the item is unused and in its original packaging. Contact us at hello@rootwell.hair to exercise this right.

EU customers

If your order is shipped to the European Union you have the right to cancel or return within 14 days for any reason. The item must be unused, in original packaging, and accompanied by proof of purchase.

Refunds

Once we receive and inspect your return we will notify you of the outcome within 2 business days. Approved refunds are processed to your original payment method within 10 business days. Your bank may take additional time to post the refund.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at hello@rootwell.hair.

Subscriptions

You can pause, skip or cancel your subscription at any time through your account at rootwell.hair/account or by contacting us at hello@rootwell.hair. There are no cancellation fees and no minimum term. Cancellation requests received before your next dispatch date will take effect immediately. Requests received after dispatch cannot be applied to that order but will cancel all future orders.

Contact

For any returns, refund or subscription query:
hello@rootwell.hair
We respond within 24 hours.