Refund Policy
Return & Refund Policy
Last updated: August 26, 2026
Our promise
If a Rootist product is not right for you, send it back. You have 60 days from the date your order is delivered to start a return.
You do not need to have kept the product sealed. Hair care is something you have to actually use to know whether it works for you, so we accept opened, gently used product — as long as at least half of it is left.
What we can accept
- Any Rootist product bought on rootist.com, returned within 60 days of delivery.
- Opened and gently used product, with at least half remaining.
- One return per item. If you have already returned an opened unit of the same product, we cannot accept a second one.
What we cannot accept
- Anything sent back more than 60 days after delivery.
- Product that is more than half used.
- Free gifts and promotional items received at no charge. If you return the qualifying purchase, the free gift does not need to be sent back, but its value is not refunded.
- Products bought anywhere other than rootist.com — see “Bought somewhere else?” below.
How to start a return
Email us at hello@rootist.com with your order number and which item you would like to return, and we will send you a return label and instructions.
Please start your return before sending anything back, so we can match your parcel to your order.
Return shipping
Return shipping is free. We will email you a prepaid return label, and nothing is deducted from your refund.
If the product arrived damaged, defective, or was not what you ordered, email us a photo at hello@rootist.com and we will take care of it — replacement or full refund, including shipping.
Your refund
Once your return reaches us and we have checked it, we refund the price you paid for the item, plus any sales tax charged on it, to your original payment method. Original shipping charges are not refunded, except where the return is because of our error.
We issue refunds within 10 business days of receiving your return. Your bank may take a further few days to show it.
Damaged, defective, or wrong items
Email hello@rootist.com within a reasonable time of delivery with your order number and a photo. We will replace the item or refund it in full, including shipping, and you will not pay for return shipping.
Subscription orders
A subscription order that has already been charged and shipped is returned under this policy, exactly like a one-time order. Cancelling a subscription is a separate thing and does not refund an order that has already shipped — see our Subscription Terms and Cancellation Policy.
Exchanges
We do not process direct exchanges. Return the item under this policy and place a new order for the one you want.
Bought somewhere else?
If you bought a Rootist product on Amazon, your return goes through Amazon under Amazon’s own return policy and timelines, not this one. The same applies to any other retailer. We can only accept returns of orders placed on rootist.com.
Questions
Email hello@rootist.com. We would rather sort it out than have you stuck with something that is not working for you.