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. For Opened or Used Products （Requesting a return and refund due to personal reasons.）

For personal care devices that have been opened, used, or are not in brand-new condition, a 20% restocking fee will be deducted from your refund.

This fee covers the costs of inspection, sanitization, quality testing, and product depreciation, as used personal care items cannot be resold as new.

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 unsuitability

Before purchasing products please ensure that the product you are purchasing is suitable for your needs before placing your order. If you proceed with the order despite confirming compatibility before purchase, we will not be able to provide a refund.

Return and Refund Procedure

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.

Once eligibility for return or exchange is confirmed, we will provide you with a return shipping address.
Customers must provide a tracking number when shipping products.
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.