Refund policy

We want you to be happy with your Gentle Roots purchase. If something isn’t right, here’s how we handle returns and refunds.

If you have any questions, please contact us at hello@gentleroots.uk.

UK Returns

  • Unopened Parcels Only: Returns accepted only if products are unused, unopened, and in original packaging.
  • No Returns on Opened Products: Due to hygiene and safety regulations.
  • Return Period: Notify us within 14 days of receiving your order.
  • Final Sale Items: Non-refundable.

International Returns

  • Return shipping costs are the customer’s responsibility.
  • Refunds for unopened items only.
  • If returned due to unpaid customs, only the product cost is refunded (minus original shipping and courier fees).
  • Customs duties/taxes are non-refundable.

How to Return

  1. Email hello@gentleroots.uk with your order number and reason for return.
  2. Package the unopened items securely.
  3. Send via a tracked service (at your cost unless damaged/faulty).
  4. Keep proof of postage.

Customer Responsibility

  • Returned products are your responsibility until we receive them.
  • We are not liable for items returned in error.
  • Ensure your address is correct at checkout — orders delivered to an incorrect address due to customer error are non-refundable.

Refunds & Store Credit

  • Refunds processed within 14 business days after we receive and approve the return.
  • Refunds go to the original payment method only.
  • Shipping fees are non-refundable.
  • Store credit may be offered for unopened returns (cannot be exchanged for cash).

Damaged or Faulty Items

  • Notify us within 48 hours with photos of the product and packaging.
  • We’ll offer a replacement or refund.
  • We may cover return costs for confirmed damage/fault.

Missing Items

  • Contact us immediately with a photo of the packaging and contents.
  • Without a photo, we cannot process a claim.

Exchanges

We do not offer exchanges. Please return unopened products for a store credit and place a new order.

Gift Cards & Vouchers

  • Digital Gift Cards and Physical Gift Vouchers are non-refundable and cannot be exchanged for cash.
  • If you purchased an item using a gift card or voucher and return it, your refund will be issued as store credit to your Gentle Roots account.
  • Lost, stolen, or damaged vouchers cannot be replaced.
  • For any issues with delivery of a Digital Gift Card (such as incorrect email entry), please contact us promptly at hello@gentleroots.uk so we can help verify and resend if possible.