Warranty & Return Policy

1. Warranty Policy

At Roots. we strive towards the best customer experience. However it can be possible that mistakes are made. In this case, we will do everything in our power to fix this for you. We ensure that our products meet the requirements that you may reasonably expect from the product. Our products are designed to fulfill the outlined standards, meet the reasonable expectations for regular use, and comply with applicable laws and regulations at the time of purchase. As a result, we provide a warranty covering our products.

The warranty will be rendered invalid in the following cases:

  1. If the product has been used in a way for which it was not designed or intended, such as intensive or heavy usage beyond normal specifications, the warranty may be voided.
  2. If the customer performs repairs, modifications, or adjustments on the product themselves, or has this done by unauthorized repairers, the warranty usually becomes invalid.
  3. This includes damage from accidents, drops, exposure to water (if the product is not water-resistant), or extreme temperatures. Damage caused by natural disasters, such as floods or fires, is also often excluded.
  4. For some products, the warranty does not cover normal wear and tear, such as the wearing out of batteries, upholstery, or other parts that naturally degrade over time.
  5. If the product has not been properly maintained or if maintenance instructions have not been followed, the warranty may be voided. This applies, for example, to electronic devices that require regular cleaning or calibration.
  6. Using non-original or unauthorized accessories, parts, or consumables (such as chargers) can also render the warranty invalid.
  7. For products specifically designed for personal use, the warranty may be void if they are used for commercial or industrial purposes, as this often entails more intensive usage.

Start of warranty

The warranty periods mentioned in this article start from the moment you (or someone on your behalf) receive the products. To maintain the integrity of our warranty program and prevent abuse, it is possible to make a warranty claim up to twice a year.

To make a warranty claim, you must notify us in writing within the specified warranty period for that product or part. Send a photo and/or video and a description of the complaint to support@rootsthebrand.com. 

For more information on our warranty conditions, please see our terms and conditions.

2. Refund Policy

Our goal is to ensure 100% customer satisfaction. If you are not satisfied with your purchase, you can return it within 30 days of the order date for a full refund.

To initiate your return, email us at support@rootsthebrand.com with your reason and order number.

Our standard return policy applies for 30 days. If 30 days have passed since your purchase, we normally cannot offer a refund. When making a warranty claim, we will first assess the complaint. If it is indeed a situation covered by the warranty, we will determine how to assist you. We may choose to repair or replace your product. This process typically takes between 2 - 4 weeks.

Refunds (if applicable)

We expect to receive the product in its original condition and in the original packaging box. If this is not the case, we cannot approve the return and will not honor the refund. Once we have received your returned item, we will send you an email to notify you that we have received it. We will also inform you of the approval or rejection of your refund.

If your refund is approved, it will be processed, and the amount will be automatically credited to your credit card or original payment method.

Late or Missing Refunds (if applicable)

It may take some time before your refund is officially posted. If you have not received your refund within 2 weeks, please contact us at support@rootsthebrand.com.

Shipping

To return your product, you should mail it to:

Roots. Wipmolen 32, 3642AD, Mijdrecht, Utrecht

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

For returning a defective item/product, the return costs will be reimbursed up to an amount of €4.95 after we receive and confirm the defect.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

You may consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.