Refund policy

Returns & Restocking Fee Policy

 

For products purchased via the official website that meet the following conditions, we provide you with a guarantee for returns and exchanges within 30 days of purchase.

 

1. Damaged, Missing, or Wrong Items, Lost packages.

Upon receiving your package, please carefully inspect whether the received package matches your actual order, including the product quantity, model, and condition of your package. If there are any discrepancies, please refrain from opening the package and promptly contact us with the order number and provide video or photo evidence to show any discrepancies clearly. We will assist you with the return or exchange process.

 

If you receive a defective or damaged product, please provide the following information when you contact us. We will verify your issue within 2-3 business days after receiving the information and, upon confirmation, arrange for a replacement to be sent to you.

● Order number
● A video or photo evidence that clearly shows the product's defect or damage

If you have not received your shipment after a significant delay, please contact your designated logistics carrier promptly. If you are unsure of your order tracking number, please provide your order number to us for further assistance.

 

Please note: If you have made an ordering error for reasons attributable to yourself but the product remains unopened upon arrival you may return it within 30 days, however, you will be responsible for any return shipping fees incurred. Once we receive and confirm the returned product is in good condition, we will proceed with your refund. However, if you have already opened the product due to personal preference or have simply changed your mind, this will fall outside our return and exchange policy.

 

You will be responsible for any return shipping fees resulting from shipping errors, which will be refunded to you upon receipt of the returned product. If you wish to initiate a return, please provide the following information to us:

● Order number
● Reason for return
● Relevant video/images supporting your return reason

 

2. Returns for Personal Reasons

*Unopened Products

If you decide to return an unopened and unused product for personal reasons (including but not limited to changing your mind, ordering by mistake, or no longer needing the product), the following conditions apply:

● The return request must be submitted within 30 days of purchase.
● The customer is responsible for all return shipping costs.
● A 25% restocking fee will be deducted from the refund.

Refunds will be processed after the returned item has been received and inspected to confirm that it remains unopened and in its original condition.

*Opened or Used Products

Due to hygiene and safety considerations, opened or used personal care devices are not eligible for return or refund for personal reasons, including but not limited to:

● Change of mind
● Ordered by mistake
● Personal preference
● No longer needed
● Doesn't meet personal expectations
● Customer-caused damage
● Any other non-quality-related reason

As these products come into direct contact with the scalp, they cannot be resold or redistributed once opened or used.


 

Important Notice！

Every Rootique device undergoes quality inspection before shipment to ensure it is complete and in proper working condition.

We strongly recommend recording a video while opening and inspecting your package upon delivery. This video can help us resolve any issues related to shipping damage, missing items, or product defects more efficiently.

 

3. Malfunction or Serious Product Quality Issues.

To assist you in using our products effectively, we ask that you carefully read any user product manuals before using the device you have purchased.

 

If you encounter any malfunctions or product quality issues that affect the functionality of your product, you can contact us at support@rootique.co. We typically process your feedback within 2-3 business days and provide troubleshooting assistance. If your issue cannot be resolved, we will arrange for a replacement or refund based on the specific circumstances of your order.

 

The aforementioned returns and exchanges are applicable only to quality issues that occur within one year from the date of purchase.

 

4. Product Suitability

Please ensure that the product is suitable for your needs before placing an order. Returns or refunds cannot be provided simply because the product does not meet personal expectations or was purchased without confirming compatibility.

 

5. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned unless they are confirmed to be defective:

● Opened or used personal care devices
● Products damaged due to misuse or improper handling
● Products returned without prior authorization
● Products returned outside the eligible return period

 

Return and Refund Procedure

1. If you need to return or exchange a product due to the aforementioned circumstances, please provide the following information to contact us. We typically process return and exchange requests within 2-3 business days.
● Order number
● Reason for return/exchange
● Video/photo evidence

Please provide clear reasons and videos to help us with your return/exchange.

2. Once eligibility for return or exchange is confirmed, we will provide you with a return shipping address.
3. Customers must provide a tracking number when shipping products.
4. Once we receive the returned product and confirm its condition, we will process your refund within 5-7 business days.

Please note: The time it takes for products to be sent back to our warehouse varies and may take up to as long as 1 month. Our warehouse accepts returns every two weeks. If you find that your return has not been processed according to your expectations, we would ask that you please wait patiently; we will deal with your return as fast as we can. Also, refunds will be issued to the original payment method only after the returned product has been received and inspected.