Refund policy
We want you to feel good about every order from Rooted Human. Because our products are consumable wellness items, there are a few things to know about returns before you get in touch.
Our 30-day policy
You have 30 days from the date you receive your order to request a return.
To be eligible, items must be:
- Unopened, with all seals and shrink wrap intact
- In their original packaging and in resalable condition
- Accompanied by your order number or proof of purchase
For food safety reasons, we cannot accept returns of any item that has been opened, even if the seal has only been broken. This is in line with UK consumer law for sealed goods that are not suitable for return once unsealed.
How to start a return
Email us at admin@rootedhuman.co.uk with your order number and a short note about why you would like to return your item. We will reply within 2 working days with the return address and next steps.
Please do not send anything back before contacting us. Items returned without an approved request cannot be processed and we will not be able to refund them.
You are responsible for return postage unless your item arrived damaged, defective, or incorrect. We recommend using a tracked service, as we cannot refund items that do not reach us.
Damaged, defective or incorrect orders
Please check your order as soon as it arrives. If anything is damaged, defective, or you have received the wrong item, contact us at admin@rootedhuman.co.uk within 7 days of delivery. Where possible, please include a photo so we can sort it out quickly. We will arrange a replacement or full refund, including any return postage costs.
Items we cannot accept back
To protect the quality and safety of what we sell, we cannot accept returns of:
- Any item that has been opened or had its seal broken
- Items returned outside the 30-day window
- Sale or promotional items
- Gift cards
If you are unsure whether your item qualifies, please get in touch before sending anything back.
Your right to cancel
Under UK consumer law, you have the right to cancel your order within 14 days of receiving it for any reason. This right does not apply to sealed goods that are not suitable for return once unsealed, which includes our food and supplement products. If your item is still sealed and unopened, we are happy to accept a cancellation within this period.
Exchanges
The quickest way to swap an item is to request a return for the original, and place a new order for what you would like instead.
Refunds
Once we have received and inspected your return, we will email you to confirm whether it has been approved. Approved refunds are issued to your original payment method within 10 working days. Your bank may take a few additional days to post the refund to your account.
If 15 working days have passed since we approved your refund and you still have not received it, please contact us at admin@rootedhuman.co.uk and we will look into it straight away.
