Refund policy

CANCELLATION AND REFUND POLICY

CANCELLATION PRIOR TO SHIPMENT
If you cancel your order(s) before it ships from our warehouse, you will not be charged any additional fees. We require a cancellation request to be submitted by emailing us at rootplusonline@gmail.com

Once the cancellation request is received, a full refund will be initiated. We would advise a cancellation request within 12 hours upon your order submission in order for a cancellation prior to goods shipment.

RETURN POLICY

We have a 7-day return policy upon receipt of items. We will bear the full cost of return. The following are the policies to be eligible for return requests of items:

  1. All items sold are non-refundable except for those with quality problems, e.g. items with quality issues, damaged during delivery, failed delivery and wrong delivery.
  2. Only items that have been purchased directly from our online store are eligible for a return.
  3. Any items purchased through other retailers are not eligible for this policy and must be in accordance to the respective retailers’ returns and refunds policy.
  4. Promotional items and gift cards are non-refundable or exchangeable.
  5. Any return or cancellations due to a change of mind will not be accepted.
  6. We reserve the right to reject any cancellation, refund that is deemed unfit or unreasonable.
  7. You can always contact us for any return question at rootplusonline@gmail.com

 

RETURN CONDITIONS
Returned items must meet the following conditions:

  1. Request of return must be sent to us within 7 working days upon receipt. (as proved by the postal or courier receipt).
  2. With proof of purchase (order invoice number and receipt).
  3. Items must be in new condition and free gifts received with it. All packaging must be unused, unmarked and not defaced in any manner.
  4. Remaining physical items (based on normal usage for the period you have had the product), must be complete and have no damage greater than normal storage and usage.
  5. Returned items must be in a normal stored condition.
  6. Item must be returned in the original box (or with, at least, suitable packaging) to protect them from damage during return delivery.

REFUND POLICY

Your full refund will be issued once we have received and examined the returned items at our return center. Once the returned items fulfil our return policy, the full refund will be initiated. The method of refund will be processed depending on your original payment method:

  1. Online Bank Transfer, full refunds will be credited into your bank account via online bank transfer, which should be posted within 3-5 working days.
  2. Credit card refunds services, refunds will be sent to the card-issuing bank.
  3. If more than 15 working days have passed since we’ve approved your return, please contact us at rootplusonline@gmail.com