Overview

If you are not completely satisfied with the item(s) you received, you may return your purchase for a  refund within 15 days of the ship date. Please note, customers are responsible for the shipping cost of return. Original shipping charges are non-refundable. Items returned must be in original condition with tags attached and be returned in original packaging. Items must be unworn, unaltered, and unwashed. We reserve the right to deny a refund, exchange or store credit if the item(s) returned are not in original condition or do not meet our quality standards. Requests for refund of merchandise purchased must be accompanied by the original receipt. All shipping charges are non-refundable, no exceptions.

Personalized items, custom orders, and items marked ‘FINAL SALE’ may not be exchanged or returned.

International customers are responsible for arranging a shipping method for returning the item to us and covering the associated return shipping costs.

Return Postage

If we are at fault for this return and refund, our company will bear the return shipping cost.

We will cover the return postage from your country to our company, and this can be paid via PayPal, or as a cash voucher to be used on your next order.

We bear no responsibility for return postage of orders which do not comply with our policies and agreements or in cases where we are not at fault.

Missing item or get wrong item

When you (buyer) get the package, if you find there are some items missing from your order or we sent you incorrect items, please keep all the items in original condition and also keep the packing stuff, weigh all the items together with packing, then take some photos of them and send us the photos by email. Please contact us within 7 days after receipt of package. We will investigate the case when we get your email. If the case is true, we will send you the missing item or the correct item (sometimes you may be requested to return the incorrect item).

After receiving the incorrect product, please kindly provide us with proofs as below:

• The photos or video of the incorrect item(s)
• The photos, video or screen shot showing the malfunction of the defective item(s)

 

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@rootell.com

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@rootell.com, our customer service will help you.

Shipping returns

To initiate a return or exchange, simply contact our customer service team with your order details. We ask that the items be returned in their original condition and packaging. Our team will guide you through a smooth and efficient process.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at info@rootell.com for questions related to refunds and returns.