Shipping and Returns

The Seller delivers the ordered goods through courier services Econt or Speedy to the address specified by the customer or to a selected courier office.
All products are shipped in a sealed original package accompanied by the necessary documents.
The standard delivery time is between 1 and 3 business days. In certain cases (public holidays or courier workload), delays may occur.
Shipping is free for orders over €50.
Delivery times are indicative. The Seller does not guarantee delivery on a specific date and is not responsible for delays caused by the courier company.
Deliveries are made Monday to Friday between 09:00 and 18:00, excluding public holidays.
On the day of delivery, the customer receives an SMS or email from the courier with shipment information. If delivery is unsuccessful, the shipment is returned to the courier’s office until requested.
The customer has the right to open and inspect the shipment before payment (if cash on delivery is selected).
In the event of unforeseen circumstances preventing delivery, the customer will be notified by phone or email.
Delivery confirmation may be accepted by another person at the delivery address if it can reasonably be assumed that the information will be passed to the customer.
The customer must inspect the goods upon delivery and immediately inform the Seller in case of discrepancies.
The risk of loss or damage transfers to the customer at the moment the goods are physically delivered.

In accordance with consumer protection legislation, the customer has the right to return a product within 14 days from the date of receipt without providing a reason, provided that the product is in its original commercial condition and in undamaged original packaging.
Return shipping costs are borne by the customer. Roots™ / H-LABS LTD does not accept shipments sent with cash on delivery.
Other valid reasons for return:

Damaged packaging upon delivery – if identified immediately and reported within 24 hours after receipt.
Incorrect product delivered – in this case, return shipping costs are covered by the Seller.

The customer must clearly state the intention to return a product by sending a message through the Contact page or by email to hello@get-roots.com, including:

Returns are processed through a partner fulfillment center that receives and processes shipments on behalf of Roots™. The return address is provided after contacting our team to ensure proper processing.
Returns sent without prior notification will not be processed.
Refunds

Refunds are issued within 14 days from the date Roots™ receives the returned goods or from the date the customer provides proof that the goods have been sent back—whichever occurs first.

The refund is issued via bank transfer or the original payment method, where technically possible.

If return shipping costs are borne by the customer, these costs are non-refundable.
If the customer refuses to accept a shipment without a valid reason, the return costs will be deducted from the refunded amount.
Returns requested after the 14-day period stated in section 13 will not be processed.
Replacement of a damaged product is possible within 15 days of receipt, provided that the customer supplies photos or video evidence of the issue.
The customer must keep the products in good commercial condition until they are returned.
If the product was part of a promotional bundle, partial returns will result in recalculation of the remaining products based on their current price.
Opened products are not eligible for refund, except where a 30-day satisfaction guarantee applies.

Roots™ provides a voluntary 30-day satisfaction guarantee for the first order. If the customer is not satisfied with the product, they may request a refund within 30 days of receiving the order.

The guarantee applies under the following conditions: