Return Policy

Return Policy

We want you to feel confident when shopping with Purerootsuk. If your order arrives damaged, incorrect, or does not meet your expectations, please contact us and we will review your request according to the policy below.

Return Window

You may request a return within 14 days after receiving your order.

Return Eligibility

To be eligible for a return, the item must be unused, in the same condition that you received it, and returned with its original packaging where possible. We may ask for photos, videos, or other order details to help us review the issue.

Please do not send items back before contacting us. Returns sent without approval may not be accepted.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact us at service@purerootsuk.com within 7 days of delivery. Include your order number and clear photos or videos of the issue. Once verified, we will offer a suitable solution such as replacement, refund, or other support.

Cancellations

Orders may be cancelled before they are processed or shipped. Once an order has been shipped, it can no longer be cancelled and must follow the return process.

Refunds

After your return is received and inspected, we will notify you whether the refund has been approved. Approved refunds will be issued to the original payment method. Depending on your payment provider, it may take several business days for the refund to appear in your account.

Return Shipping

Return shipping costs may apply unless the return is caused by our error, such as a damaged, defective, or incorrect item. We do not charge a restocking fee.

Late or Missing Refunds

If you have not received an approved refund, please first check with your bank or credit card provider, as processing times can vary. If you still need help, contact us at service@purerootsuk.com.

How to Start a Return

Contact our customer support team at service@purerootsuk.com with your order number and reason for return. We will provide return instructions after your request has been reviewed.