Refund policy

1. Our Commitment

We stand behind every bag we sell. If something is wrong, we’ll make it right.

2. Eligibility

We accept returns under the following conditions:

∙ The product arrived damaged or was incorrectly sent

∙ The bag is unopened and in its original condition

∙ Your request is made within 7 days of receiving your order

3. Non-Returnable Items

∙ Opened or used substrate bags

∙ Products damaged due to incorrect use

∙ Orders where free shipping was applied and the return is preference-based

4. How to Request a Return

Contact us via WhatsApp or email within 7 days of delivery. Include your order number and a photo of the product. We will respond within 24 hours.

5. Refunds

Once your return is approved and received, your refund will be processed within 3–5 business days to your original payment method.

6. Exchanges

If you received the wrong product, we’ll ship the correct one at no extra cost.

7. Return Shipping

∙ If the return is due to our error — we cover the cost

∙ If the return is preference-based — the customer covers shipping

8. Consumer Protection Act

In line with the South African Consumer Protection Act, customers may return defective or incorrectly described goods within 6 months of purchase.

Contact: WhatsApp or email via rootlabs.co.za