For any questions, please contact us at [email protected]
At Rosemary Roots, we are committed to providing high-quality hair care products and excellent service. Due to the nature of our products and for hygiene and safety reasons, we do not accept returns or offer refunds on items unless exceptional circumstances apply, as outlined below.
All of our products are classified as cosmetic or personal care items. For health and hygiene reasons, we are unable to accept returns for any opened or used products under any circumstances.
This policy complies with UK Consumer Contracts Regulations, which allow certain exemptions for goods that are sealed for health protection or hygiene purposes once unsealed.
We may offer a refund or replacement only under the following exceptional circumstances:
The product arrives damaged or defective
The item received is incorrect or not as described
In such cases, you must:
Notify us by email at [email protected] within 14 days of receiving your order
Provide:
Your order number
Clear photographs of the product (including packaging and any damage)
A detailed description of the issue
We will review your case and, if approved, issue a refund or send a replacement at no additional cost.
If a refund is approved:
Refunds will be issued to the original payment method only
The refund will cover the cost of the product(s) only — original shipping fees are non-refundable
Please allow up to 10 business days for the refund to appear in your account, 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 that 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To help us manage returns efficiently, we do not publish a return address online.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 case meets the criteria for return or refund, we will provide you with specific return instructions, including an authorised return address.
Returns sent without prior contact and authorisation will 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:
Let me know if you’d like a matching Shipping Policy or Privacy Policy — having a complete legal foundation improves customer trust and reduces your risk.