Refund policy
Refund Policy
At RootAether, we want your experience to feel clear, fair, and supported from the moment you place your order.
RootAether is a cosmetic scalp-care ritual designed for consistent, once-weekly root-area care. Because individual experiences may vary, please read the policy below before placing your order.
Order Cancellation Before Shipment
RootAether orders are expected to ship within 40 days due to customs and international logistics processing.
If your order has not shipped yet, you may contact us to cancel your order for a full refund before shipment confirmation.
To request cancellation, please email us at support@rootaether.com with your order number and order email.
Refunds are processed back to the original payment method.
120-Day Root Ritual Guarantee
RootAether is designed as a once-weekly scalp-care ritual built for consistency.
If you purchased the 90-Day Core Ritual or 120-Day Complete Ritual and followed the recommended once-weekly use for at least 12 weeks, but feel your RootAether ritual did not meet your expectations, you may contact our support team to request a review under our 120-Day Root Ritual Guarantee.
To qualify for review under the 120-Day Root Ritual Guarantee:
- Your request must be submitted within 120 days of delivery of your most recent eligible order.
- You must have followed the recommended once-weekly RootAether ritual for at least 12 weeks.
- We may ask for usage details, order information, and before-and-after photos to help review your request.
- The guarantee applies only to the most recent eligible order.
- Previous orders, repeat purchases, subscription deliveries, replacement orders, complimentary gifts, or past treatment cycles are not eligible under the same guarantee request.
- Approved returns must follow the return instructions provided by our support team.
Please do not send items back before your request is approved. Returns without prior approval may not be accepted.
This guarantee does not promise a specific result. Individual experiences may vary.
Standard Return Eligibility
For hygiene and safety reasons, opened or used scalp-care products, serum bottles, applicator bottles, and micro-tip heads are not eligible for standard returns unless approved under the 120-Day Root Ritual Guarantee or unless the item is damaged, defective, or incorrect.
Unopened and unused items may be eligible for return if:
- The item is unopened and unused;
- The item is in its original packaging;
- All serum bottles, applicator bottles, micro-tip heads, and included accessories are complete;
- The return request is submitted within 14 days of delivery;
- An order number or proof of purchase is provided.
How to Request a Return
To request a return or guarantee review, please email us at support@rootaether.com and include:
- Your order number;
- Your order email;
- The reason for your request;
- Clear photos of the item and packaging, if applicable;
- Usage details or before-and-after photos, if requested for a guarantee review.
Our support team will review your request and provide next steps if your return is approved.
Please do not ship any items back before receiving approval and return instructions from our support team.
Return Shipping
Unless the item is damaged, defective, or incorrect, customers are generally responsible for return shipping costs.
Original shipping fees, duties, taxes, customs fees, and handling fees, if any, are generally non-refundable.
Customers are responsible for ensuring the return package is shipped to the correct address provided by our support team.
We recommend using a tracked shipping service. RootAether is not responsible for return packages that are lost or damaged in transit.
Refunds
Once we receive and inspect your eligible return, we will notify you whether your refund has been approved.
If approved, your refund will be processed back to your original payment method.
Please note that it may take additional time for your bank, credit card provider, or PayPal to process and post the refund.
If a PayPal case is already open, we will resolve the refund through the original transaction or PayPal case to avoid duplicate refunds.
Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives.
If your item arrives damaged, defective, or incorrect, please contact us at support@rootaether.com within 7 days of delivery and include your order number plus clear photos of the item and packaging.
After review, damaged, defective, or incorrect item claims may be eligible for replacement, reshipment, refund, or another resolution at our discretion.
Delivered But Not Received
If tracking shows that your order was delivered but you have not received it, please first check your mailbox, front porch, building reception area, parcel locker, safe delivery spots, and ask nearby neighbors or household members.
Please allow 48 hours, as carriers may sometimes mark a package as delivered before final delivery.
If the package is still missing after 48 hours, please contact us at support@rootaether.com with your order number, confirmed shipping address, and any relevant delivery details.
After review, eligible delivered-but-not-received cases may qualify for a one-time replacement or another resolution at our discretion.
Refunds are generally not available for orders marked as delivered by the carrier unless required by applicable law or approved by our support team.
Incorrect Address
Customers are responsible for entering the correct shipping address at checkout.
If you notice an address mistake, please contact us immediately at support@rootaether.com. We will do our best to update the address before the order is processed or shipped, but we cannot guarantee changes once processing has begun.
If a package is delivered to an incorrect address due to customer-provided address error, RootAether is not responsible for refunding the order. We may help arrange a replacement order at a reduced cost, and additional shipping charges may apply.
Ordered the Wrong Item
Please review your order carefully before checkout.
If you ordered the wrong item, contact us immediately at support@rootaether.com. We will do our best to cancel or adjust the order before it ships, but we cannot guarantee changes once processing has begun.
Once an order has shipped, we may be unable to cancel, change, or refund orders placed for incorrect selections unless the item qualifies under this policy.
Non-Returnable Items
For hygiene and safety reasons, the following items are not eligible for standard return:
- Opened or used serum bottles;
- Opened or used applicator bottles;
- Opened or used micro-tip heads;
- Items missing original packaging or included accessories;
- Complimentary gifts;
- Gift cards, if applicable;
- Items returned without prior approval.
Exchanges and Replacements
We only offer exchanges or replacements for items that are damaged, defective, incorrect, or otherwise approved by our support team.
Please contact support@rootaether.com with your order number and photos so we can review the issue.
Questions
If you have any questions about your order, return, refund, or guarantee request, please contact us at: