Our Refund & Exchange Policy

Exchanges

Because our products are made in small batches and cannot be resold once opened, we do not offer product exchanges. This ensures the safety and freshness of every product we ship. If your order arrives damaged or you believe there’s an issue with the product itself, please see “Damaged or Defective Products” below.

Refunds

We stand behind the quality of our products and want you to be satisfied with your experience. However, due to the nature of skincare and hygiene regulations, we cannot accept returns once a product has left our facility.

If you are unhappy with your purchase, please email us at info@roottoglory.com within 30 days of delivery with the following details:

Your full name and order number

The name of the product

A short description of the issue or reason for requesting a refund

Clear photos showing the condition of the product

Once we receive your message, we’ll review your request and may follow up with additional questions to better understand your experience. Refunds are considered on a case-by-case basis and are issued at our discretion.

If your refund is approved:

You will receive a refund for the purchase price of the item(s), excluding shipping costs.

Refunds are processed to your original method of payment within 5–10 business days of approval.

You do not need to ship the product back — you may keep it or gift it forward.

Please note that shipping costs are non-refundable, and we reserve the right to deny refund requests that show signs of misuse, repeated claims, or incomplete information.

Damaged or Defective Products

If your order arrives damaged or you believe a product is defective, contact us within 7 days of delivery at info@roottoglory.com with your order number, photos of the damage or defect, and a brief description of the problem.

If confirmed, we’ll issue a full refund (including original shipping) or, in some cases, send a replacement at no additional charge. If we require the product to be returned for inspection, we’ll cover the return shipping.

Fraud Prevention & Abuse

To maintain fairness for all customers:

Refunds are available only to the original purchaser with valid proof of purchase.

Excessive refund requests from the same customer or household may result in refusal of future refunds or orders.

Refund decisions are final and made at our discretion after full review.

Non-Refundable / Final Sale Items

All promotional items, limited-edition bundles, and sale products are final sale and not eligible for refund unless damaged or defective upon arrival.

Contact

For all refund or damage inquiries, please email info@roottoglory.com with the subject line “Refund Request – Order #(your order number)”.

We respond within 2–3 business days and will guide you through next steps.