Returns Policy

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At Roots of the Urth, we take great pride in the quality and care we put into crafting our skincare products. Due to the nature and use of our products, we have implemented a strict no returns policy once the product has been opened or used. This policy ensures that all customers receive fresh, uncontaminated skincare items.

 

Exceptions for Damaged Products
While we strive to ensure that your products arrive in perfect condition, we acknowledge that damage can occasionally occur during shipping. The only exception to our no returns policy is if the products arrive damaged

(e.g., broken glass).

 

In such cases, please follow the steps below:

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1. Contact Us Immediately:

Notify us within 48 hours of receiving your damaged product by emailing INFO@ROOTSOFTHEURTH.COM with your order number and photographs of the damaged item and packaging.

2. Assessment:

Our team will review your case and, if deemed appropriate, will provide instructions.

3. Replacement:

Once we confirm the damaged product, we will send you a replacement at no additional cost.

 

Quality Assurance
To maintain our high standards, we perform thorough checks on all products before shipping. We document every shipment with images to confirm that your package has been securely and correctly dispatched.

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Product Storage and Care
All our skincare products are freshly handmade using natural ingredients. It is crucial to follow the storage instructions provided on the instruction card included with your order.

Proper storage ensures the longevity and effectiveness of the products.

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We will not be responsible for:
1. Negligence:

If our products expire prematurely due to improper storage or handling.

2. Altered Consistency:

If the consistency of the products becomes too watered down due to exposure to heat or lack of refrigeration.

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Addressing Temperature Changes
If your products arrive and appear watery, this is likely due to temperature changes during shipment.

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Please do not be alarmed:

1. Refrigeration:

Place the products in the refrigerator for 24 hours.

2. Restoration:

After this period, they will return to their intended consistency and be ready for use.

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It is important to keep all products

(except lip glosses)

refrigerated to maintain their quality.

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 How to Reach Us
For any issues or concerns regarding your order, please contact our customer support team at INFO@ROOSOFTHEURTH.COM. We are here to help and ensure you have a positive experience with Roots of the Urth.

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Thank you for your understanding and cooperation.

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Lots of love,  
MAMA Urth x