Refund policy
30-Day Satisfaction Guarantee
If you are not completely satisfied with your purchase, contact our customer support team within 30 days of receiving your item and we will help make it right — through a return, an exchange, or a refund, depending on the situation and the condition of the item.
Returns
To be eligible for a return, an item must be:
- returned within 30 days of the delivery date;
- unworn, unused, and in the same condition you received it; and
- in its original packaging, with any tags, pouches, cards, or protective materials included.
Start a return by contacting our customer support team with your order number and the reason for the return. Please wait for us to confirm and send return instructions before shipping anything back — items sent back without an approved return may not be accepted or refunded.
You are responsible for return shipping costs unless the item arrived damaged, faulty, or incorrect, in which case we cover them. We recommend using a tracked service, as we cannot issue a refund for a return that never reaches us.
Items We Cannot Accept Back
For hygiene, safety, or production reasons, the following are not eligible for return or refund unless they arrive damaged or faulty:
- custom, personalised, or made-to-order items;
- earrings and any other item worn in or against a body piercing;
- items marked final sale or clearance at the time of purchase;
- gift cards;
- items that have been altered, resized, engraved, or repaired by anyone other than us; and
- items returned in worn, damaged, or incomplete condition.
Damaged Orders
If your order arrives damaged, contact us within 14 days of delivery. Keep all packaging materials and send us clear photographs of the damage and of the outer packaging — carriers usually require both to process a claim.
Once we've reviewed the photos, we'll arrange a replacement or a full refund, including any shipping you paid.
Incorrect or Missing Items
If you received the wrong item, or an item is missing from your order, email our customer support team within 14 days of delivery. Include your name, order number, a description of the problem, and a photograph of what you received.
We will send the correct item at no cost to you and, where a return is needed, cover the return shipping. If we cannot supply the correct item, we will refund you in full.
Lost or Missing Packages
Rootclub is not responsible for packages that a carrier has recorded as delivered. If your tracking shows delivery but you cannot find the package, please try the following before contacting us:
- check with household members, neighbours, or building management, who may have accepted it;
- look in any secure or covered spot where deliveries are usually left; and
- contact your local carrier or post office with the tracking number, as packages are sometimes scanned as delivered a day before they arrive.
If you still cannot locate it after that, get in touch and we will do what we can to help you open a carrier claim.
If a package is genuinely lost in transit — that is, tracking has stopped and delivery was never recorded — contact us and we will replace it or refund you.
Delivery Timing
We aim to deliver every order promptly, but delays happen for reasons outside our control, including carrier backlogs, weather, and customs processing.
We cannot guarantee delivery by a specific date and cannot offer refunds solely because an order did not arrive in time for a holiday, birthday, or other occasion. If you are ordering for a fixed date, please allow generous lead time.
Changing or Cancelling an Order
We can usually amend or cancel an order before it is packed. Contact us as soon as possible with your order number.
Once an order has been processed or handed to the carrier, it cannot be changed or cancelled. At that point, please wait for it to arrive and start a return.
Refunds
Once we receive and inspect your return, we'll email you to confirm whether it has been approved.
Approved refunds are issued to your original payment method. Please allow up to 10 business days after approval for the funds to appear — the exact timing depends on your bank or card issuer, and the delay after that point is on their side rather than ours.
Original shipping charges are refunded only where the item was damaged, faulty, or incorrect.
Exchanges
The fastest way to exchange an item — for a different size, colour, or product — is to return the original for a refund and place a new order. If you'd prefer a direct exchange, contact us and we'll arrange it where stock allows.
Chargebacks
If you believe a charge is wrong, please contact us before disputing it with your bank. We can almost always resolve the issue faster than a chargeback process can, and a dispute filed while a refund is already being processed can delay both.
Your Statutory Rights
Nothing in this policy limits any rights you have under consumer protection law where you live, including rights relating to faulty goods or any statutory cooling-off period that applies to your purchase. Where local law gives you stronger rights than this policy does, those rights apply.
Contact Us
Questions about a return or refund? Reach our customer support team through the contact details published on our Contact page. Please include your order number — it lets us find your order straight away.
Thank you for shopping with Rootclub.