Refund policy

Order Cancellation and Refund Policy
Please note that all cancelled orders are subject to applicable transaction processing fees charged by Shopify/payment providers. These fees are non-refundable and will be deducted from the refund amount issued to the partner.

If a cancellation request is made after the order has been shipped, the original shipping fee is non-refundable. In addition, the cost of return shipping will be charged to send the shipment back to our facility and will also be deducted from the refund amount, where applicable.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@therootcoz.us.

Return Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unopened or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@therootcoz.us. Please note that returns will need to be sent to the following address: [2010 El Camino Real #1154, Santa Clara, CA 95050]. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return, and then approval of a return will not result in a refund.

Returns have a handling fee of $8.50 per order. In addition, all applicable payment processing fees charged by Shopify/payment providers are non-refundable and may be deducted from the refund amount.

You will be required to return the product to us to receive a refund. All returned products must be in new and unused condition. Once we receive your return, we will inspect and process it, then, we will issue a refund in the amount of the original charge (including tax), less the shipping fees for your original order, which are non-refundable. Refunds for returned items will be credited to the original payment method that you provided. Please note that your financial institution may take an additional 7-14 business days after you receive the notification e-mail to reflect this transaction. We will issue store credit if your original payment method is not available.

For any return, exchange, or refund questions, contact us at info@therootcoz.us. 

Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / Non-returnable Items
Certain types of items cannot be returned like custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.