Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.  We will need proof of purchase however if you are signed up with our Rewards program, we will have a record of your purchase and proof from yourself is not required.  There are no returns for refillable items.  

We want all of our customers to be 100% satisfied.  If your product is defective please contact us immediately so that we can correct the issue.  If we find that there is a defect we will give you the immediate option of an exchange, store credit or refund.  The refund will be issued the same way that the payment was received.  

For online order returns: To start a return, you can contact us at hello@rootsrefillery.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package.  We will reply to all return requests withing 24 hours and all eligible returns will be sent a return shipping label within 48 hours.

You can always contact us for any return question at hello@rootsrefillery.com or 403-581-1399.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund to.