Return & Refund Policy

Return & Refund Policy

At Purerootsuk, we want you to feel confident when shopping with us. If your item arrives damaged, differs from what you ordered, or does not meet your expectations, please contact us first and we will assist you in accordance with the policy below.

Return Window

Please request a return within 14 days of receiving your order.

Return Conditions

To be eligible for a return, the item must be unused, in the same condition in which you received it, and, whenever possible, in its original packaging.

We may ask you to provide photos, videos, order information, or other details so that we can review your request.

Please do not send any item back without contacting us first. Items returned without prior approval may not be accepted.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or different from what you ordered, please contact us at service@purerootsuk.com within 7 days of receiving your order.

Please include your order number and clear photos or videos showing the issue. After reviewing the information provided, we will offer an appropriate solution, which may include a replacement, refund, or another suitable resolution.

Order Cancellations

Your order may be canceled if it has not yet been processed or shipped.

Once an order has been shipped, it can no longer be canceled. In this case, please follow our return procedure after receiving your order.

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

Approved refunds will be issued to your original payment method. Depending on your bank or payment provider, it may take several business days for the refund to appear in your account.

Return Shipping Costs

Unless the return is due to an issue caused by us, such as a damaged, defective, or incorrect item, you may be responsible for the cost of return shipping.

We do not charge restocking fees.

If You Have Not Received Your Refund

If an approved refund has not appeared in your account, please first contact your bank or credit card provider, as processing times may vary.

If you have already done so and the issue remains unresolved, please contact us at service@purerootsuk.com.

How to Start a Return

To request a return, please contact us at service@purerootsuk.com and include your order number and the reason for your return.

After reviewing your request, we will provide you with return instructions.