Return & Refund Policy
Last Updated: March 14, 2018
GENERAL INFORMATION ABOUT RETURNS & REFUNDS
Products purchased from Root & Vessel® are guaranteed to be effective and free from defects for up to 90 days from the original purchase date. The refund applies to the product purchase price and excludes the shipping and handling charges. The policy also does not cover the packaging or shipping cost, incurred by the customer, to return the product back to our Lancaster, PA facility. All products must be returned to our Lancaster, PA facility to process a refund.
Root & Vessel® does not cover neglect, accidents, or misuse. Root & Vessel® is not liable for special, incidental, or consequential damages arising from misuse during ownership.
If you would like to cancel or change an order, please call Root & Vessel® Customer Service at 1-877-369-0134 Monday - Friday between 8:00 a.m. – 4:30 p.m. EST. We'll do everything we can to accommodate your request, but please keep in mind that our order-fulfillment and shipping systems are designed to get orders on their way quickly and efficiently. Therefore, we may not be able to change or cancel an order once it has entered the shipping process, which is usually just a few hours after the order has been placed.
Please note: If you cancel an item that qualified for a promotion or special deal, you may no longer receive that discount or promotion.
Customers wanting to return products will be required to provide the following:
- First and Last Name
- Shipping Address
- Phone Number and/or Email Address
- Order Number and/or Packing Slip
- Reason for Return
- Product(s) – must be placed in a shipping carton.
The customer is responsible for returning unwanted product(s) at their expense, unless it is determined that a mistake has been made or there is a defect with the product. The customer is advised to keep the tracking number of any returned package to ensure it arrives to our facility. In some cases, we may require you to send us an image of the referenced product(s).
Products are guaranteed to be effective and free from defects for 90 days from the original purchase date. Any defective and/or missing part(s) will be shipped to the customer, without charge, within 1 business day of receiving the customer’s request.
Customers should keep the defective parts until told by a Customer Service Representative to:
- Discard or recycle the defective product(s)
- Return the defective product(s) if the defect is unusual and may be of interest to evaluate at our Lancaster, PA facility.
In this event, we will issue a pick-up by FedEx for the defective product(s) at our expense.
Once in receipt of the returned merchandise, we will then unpack what has been returned and inspect for quantities, damages, etc. We strive to contact you within 3 business days of receipt of the returned merchandise, a Customer Service Representative (CSR) will contact the customer.
To process a refund to a credit card, the customer must verify the card type, and last four digits of the card number. We ask to allow up to 2 business days for the transaction to appear on the customer’s credit card. Please keep in mind, certain credit card companies may take up to 10 additional business days to post the refund to the customer's account.
Any special promotions are for the duration of time designated to run the promotion only, and refunds cannot be issued for previously placed orders.