For any questions, please contact us at 📩 [email protected]
At Rosemary Roots, we’re committed to providing high-quality products and excellent service. This policy explains when returns and refunds are accepted, including important hygiene and safety exclusions for certain products.
You have 30 days from the date you receive your order to request a return.
To start a return, email 📩 [email protected] with:
Your order number
The item(s) you’d like to return
The reason for the return
If your return is approved, we will send return instructions and an authorised return address.
Please do not send items back without contacting us first. Returns sent without prior authorisation may not be accepted.
For health and hygiene reasons, we cannot accept returns for opened, used, or unsealed personal care products, including:
Hair oils and any cosmetic/personal care items where the seal has been broken or the product has been used
This is in line with UK consumer rules that allow exclusions for sealed goods that are not suitable for return once unsealed for health protection or hygiene reasons.
If a hygiene/personal care product arrives damaged, defective, incorrect, or not as described, please see section 4 below.
Tools and accessories (such as derma rollers and scalp massagers) may be returned within 30 days provided they are:
Unused
Unopened (including any seals/tamper-proof packaging intact where applicable)
In their original packaging
In a resellable condition, with any accessories included
If a tool/accessory has been opened or shows signs of use, we may not be able to accept the return.
We may offer a replacement or refund where:
The product arrives damaged or defective
The item received is incorrect or not as described
In these cases, you must:
Email [email protected] within 14 days of receiving your order
Provide:
Your order number
Clear photographs (including packaging and any damage)
A brief description of the issue
We will review your case and, if approved, issue a refund or send a replacement at no additional cost.
Change-of-mind returns: the customer pays the cost of return shipping
Faulty/damaged/incorrect items: we will cover reasonable return shipping costs (or offer an alternative solution)
We recommend using a tracked service. We are not responsible for returns lost in transit.
If a refund is approved:
Refunds are issued to the original payment method
Refunds cover the product cost only (original shipping fees are non-refundable unless the item is faulty/incorrect)
Please allow up to 10 business days for the refund to appear, depending on your bank or payment provider
If your order is returned to us due to:
An incorrect or incomplete shipping address provided at checkout
Repeated failed delivery attempts
Please note:
We do not refund shipping costs in these situations
A re-delivery can be arranged at the customer’s expense
It is the customer’s responsibility to ensure the shipping address entered at checkout is accurate and complete.
To help us manage returns efficiently, we do not publish a return address online. If your return meets the criteria above, we will provide specific return instructions, including an authorised return address.
Returns sent without prior contact and authorisation may not be accepted.
We’re here to help. If you have any questions about this policy or think your order may qualify for an exception, please contact us at:
By placing an order on rosemary-roots.com, you acknowledge and agree to this Returns & Refunds Policy.