Refund policy

Welcome to Rootelle.

At Rootelle, customer satisfaction is our highest priority. We strive to provide premium products and exceptional service. If you are not completely satisfied with your purchase, we are happy to offer a simple and transparent return and refund process.

By placing an order on rootelle.xyz, you agree to the terms outlined in this Return & Refund Policy.

1. Return Eligibility

We proudly offer a 30-day free return policy.

You may request a return within 30 days from the date your order is delivered.

To qualify for a return:

The item must be unused or only minimally used.
The product must be in its original condition.
Original packaging should be included whenever possible.
Proof of purchase or order confirmation is required.

We reserve the right to refuse returns that do not meet these conditions.

2. Items Eligible for Return

Most products sold on our website are eligible for return, including items that:

Arrive damaged
Arrive defective
Arrive with manufacturing defects
Arrive incorrect
Do not match the product description
Are received in the wrong size, color, or variation
No longer meet your expectations within the return period

3. Non-Returnable Items

The following products cannot be returned unless they arrive damaged or defective:

Gift cards
Downloadable digital products
Personalized or custom-made items
Products intentionally damaged after delivery
Items showing excessive wear or misuse

4. Damaged or Incorrect Orders

If your package arrives:

damaged,
defective,
incomplete,
or incorrect,

please contact us within 7 days after delivery.

Please include:

Your order number
A brief description of the issue
Clear photographs of the product
Photos of the shipping package if applicable

Our support team will review your request promptly.

5. Return Process

To initiate a return:

Step 1

Email us at:

support@rootelle.xyz

Include:

Order number
Full name
Reason for return
Supporting photos if applicable

Step 2

Our customer support team will review your request and provide return instructions.

Step 3

Return the item following the provided instructions.

Step 4

After the returned package is received and inspected, we will process your refund.

6. Return Shipping

We proudly provide FREE return shipping for eligible returns approved under this policy.

Customers will not be charged return shipping fees for approved returns.

Unauthorized returns sent without contacting us first may not qualify for reimbursement.

7. Refunds

Once your returned item has been received and inspected, we will notify you regarding the status of your refund.

If approved:

Refunds will be issued to your original payment method.
Processing usually takes 5–10 business days, depending on your financial institution.
Original shipping charges (if any) are also refundable when applicable.

8. Late or Missing Refunds

If you have not yet received your refund:

Check your bank account.
Contact your credit card provider.
Contact your bank, as processing times may vary.

If you still require assistance, please contact:

support@rootelle.xyz

9. Exchanges

If you wish to exchange an item for another size, color, or replacement, please contact our customer support team.

Exchanges are subject to product availability.

10. Order Cancellation

Orders may be canceled before they have entered processing or shipment.

Once an order has been shipped, it cannot be canceled. However, you may request a return after delivery under this policy.

11. Fraud Prevention

For security purposes, Rootelle reserves the right to refuse refunds where fraud, abuse, chargeback manipulation, or suspicious activity is suspected.