Refund policy

Rootsy is operated by BRN Brands LLC ("we", "us", "our"). This policy applies to orders placed at tryrootsy.com and delivered to the United Kingdom.

30-day refund window

You may request a refund within 30 days of the date your order was delivered. Requests made after 30 days cannot be accepted, except where the law gives you a longer period.

When a refund is approved

We approve a refund request in any of the following cases:

  • The product arrived damaged.
  • You received the wrong item.
  • Your order was not delivered within 20 business days of dispatch.
  • You are not satisfied with the product and tell us within the 30-day window, with a photo of the product.

Items that are not eligible

Rootsy Root Cover Powder is a cosmetic product. For hygiene and health protection reasons, products that have been opened or used are not eligible for a refund. This exclusion does not apply where the product is damaged, faulty or not as described.

How to request a refund

  1. Email support@tryrootsy.com within 30 days of delivery.
  2. Include your order number, the reason for the request and a clear photo of the product. For damaged or wrong items, please also include a photo of the packaging.
  3. We reply within 2 business days to approve the request or ask for more information.
  4. Once approved, we send you the return address and instructions by email.

Returning the product

The product must be returned before a refund is issued. Please do not send anything back until we have approved your request and given you the return address. Items sent without approval, or to any other address, cannot be refunded.

Returned items must be unopened, unused and in their original packaging, unless the return is for damage, a fault or a wrong item.

Who pays for return postage

  • We pay the return postage when the product arrived damaged or faulty, or when we sent the wrong item.
  • You pay the return postage in all other cases, including a change of mind. We recommend a tracked service, as we cannot refund items that do not reach us.

When you receive your refund

Refunds are issued to your original payment method within 5 to 10 business days of approval. For orders that must be returned, approval is confirmed once we receive and inspect the item. Your bank or card provider may take a few more days to show the credit.

For an order that was not delivered within 20 business days of dispatch, no return is needed. We will offer a full refund or a replacement, as you prefer.

Your right to cancel within 14 days

Under the Consumer Contracts Regulations 2013 you may cancel your order for any reason within 14 days of the day you receive it. To cancel, email support@tryrootsy.com with a clear statement that you wish to cancel, and your order number.

You must send the product back within 14 days of telling us you are cancelling. We refund the price you paid within 14 days of receiving the product back. You pay the return postage.

This right to cancel does not apply to sealed goods that are not suitable for return for health protection or hygiene reasons once they have been unsealed after delivery. This includes Rootsy Root Cover Powder once its seal has been broken.

Exchanges

If you ordered the wrong shade and the product is still sealed, contact us within 30 days of delivery. We will arrange a return and send the shade you want once we receive the original item.

Your legal rights

Nothing in this policy affects your statutory rights. Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality. If your product is faulty or not as described, you are entitled to a remedy whether or not it has been opened.

Contact

BRN Brands LLC, 8200 NW 41st St, 2nd Floor, Doral, FL 33166, United States. Email: support@tryrootsy.com. Phone: +1 (505) 552-3130.