Cancellation policy
Here's the updated cancellation policy for Rootwell:
Rootwell Cancellation Policy
Order Cancellation
We process orders quickly to get your product to you as fast as possible. Please read this policy carefully before placing your order.
Before Your Order Ships
✓ Cancellation Available
You may cancel your order for a full refund if:
Your order has not yet been processed for shipping You contact us within 2 hours of placing your order Your order status shows "Processing" or "Payment Confirmed"
How to Cancel:
Email muziandali@gmail.com immediately with:
Your order number Subject line: "URGENT - Order Cancellation Request" Reason for cancellation (optional)
We will confirm your cancellation within 24 hours and process your refund within 5–7 business days.
After Your Order Ships
✗ Cancellation NOT Available
Once your order has shipped, cancellation is no longer possible. Your options are:
Accept the delivery — If you change your mind, you can return unopened products within 30 days per our Return Policy
Refuse delivery — You may refuse the package when it arrives, but:
You must contact us at muziandali@gmail.com to notify us of the refused delivery Once the package returns to us and we verify it is unopened, we will process your refund minus shipping costs Refund processing takes 10–14 business days from when we receive the returned package You are responsible for any return shipping fees charged by the carrier for refused packages
Order Modifications
Before Shipping:
Contact muziandali@gmail.com within 2 hours of ordering. We will do our best to modify your order including address, quantity, or product selection. Modifications are not guaranteed once order processing begins.
After Shipping:
Order modifications are not possible. Contact the shipping carrier directly for delivery related issues.
Bundle & Promotional Orders
Before Shipping:
Can be cancelled within 2 hours for a full refund.
After Shipping:
Cannot be cancelled. If returned unopened, the entire bundle must be returned. Partial bundle returns are not accepted. Promotional pricing is non-divisible.
Refund Timeline for Cancellations
Successful Cancellation (Before Shipping):
Refund processed within 5–7 business days to your original payment method. Allow 3–5 additional days for bank processing.
Refused or Returned Package (After Shipping):
We must receive and verify the returned package is unopened before processing. Refund issued within 7–10 business days. Original shipping fees are non-refundable. Return shipping fees deducted from refund where applicable.
Non-Cancellable Situations
You CANNOT cancel if:
❌ Your order has already shipped ❌ The dropper seal has been broken or the product has been used ❌ More than 2 hours have passed since order placement ❌ Your order was placed during a flash sale or limited-time promotion ❌ You have already received the package
In these cases, our standard Return Policy applies.
Flash Sales & Limited-Time Promotions
During promotional periods, orders are processed immediately due to high volume. The cancellation window may be 1 hour or less and we cannot guarantee cancellation even within the standard 2-hour window. If you are ordering during a promotion, be absolutely certain before completing your purchase.
Chargebacks
Filing a chargeback instead of following our cancellation or return process is considered fraud. If your order has shipped and you file a chargeback, we will contest it with shipping and delivery proof. We reserve the right to pursue further action where applicable. Always contact us first at muziandali@gmail.com.
Policy Summary
Within 2 hours (not shipped) — ✓ Full cancellation — Full refund in 5–7 days
After 2 hours (not shipped) — ❌ No cancellation — Contact us immediately, we may still be able to help
After shipping — ❌ No cancellation — Return unopened per Return Policy
After delivery — ❌ No cancellation — Return unopened per Return Policy
Opened products — ❌ No cancellation — No refund per Return Policy
Contact Us
Email: muziandali@gmail.com Subject Line: "URGENT - Order Cancellation Request" Response Time: Within 24 hours Support: 24/7 Email Support
Include in your email: order number, order date, email used for purchase, and reason for cancellation.
Your Agreement
By completing your purchase, you acknowledge:
☑ I understand orders may ship within 2 hours ☑ I understand cancellation is only possible within 2 hours before shipping ☑ I understand refused packages may incur return shipping fees ☑ I understand opened products cannot be returned ☑ I have verified my order details before purchase
Questions? Email muziandali@gmail.com — We respond within 24 hours.