Refund policy
Last updated: September 23, 2026
We want you to be happy with your order. Because our products are consumable supplements, we follow a few clear rules so everyone is treated fairly.
The short version
You have 14 days from delivery to request a refund on unopened products. We do not accept returns on opened products. To qualify, you must email us photos showing the product was never opened.
14-day window
Refund requests must be made within 14 days of delivery. After 14 days, we are not able to offer a refund or exchange.
Unopened products only
We only accept returns on tins that are unopened and still sealed in their original condition. To request a refund, email contact@rootedpouches.com with:
- Your order number.
- Clear photos of each tin showing the seal is intact and the product was never opened.
- The reason for your request.
Requests without photos cannot be approved. You are responsible for return shipping unless the return is due to our error.
Opened products
We do not accept returns or give refunds on opened tins or used pouches. For health and safety reasons, once a tin has been opened it cannot be returned.
Damaged, wrong, or missing items
If your order arrives damaged, if you received the wrong item, or if something is missing, email contact@rootedpouches.com within 14 days of delivery with your order number and photos of the package and the products. We will send a replacement or issue a full refund, including shipping, at no cost to you.
How to start a return
- Email contact@rootedpouches.com with your order number, the reason for your request, and photos showing the product is unopened.
- We will review your photos and reply within 1 to 2 business days with next steps, including a return address if a return is needed.
- Ship the unopened tins back in their original packaging.
- Once we receive and inspect them, we will confirm your refund.
Do not send anything back before contacting us. Returns sent without approval may not be processed.
Refund timing
Approved refunds are issued to the original payment method within 5 to 10 business days after we receive and inspect the return. Your bank or card issuer may take additional time to post the credit.
Subscription orders
Subscription orders follow the same 14-day, unopened-only rule as one-time orders.
You can cancel your subscription anytime after your first month. To avoid being charged for an upcoming delivery, cancel or skip before your next billing date. You can manage your subscription in your account, or email us and we will take care of it.
Once a subscription order has shipped, it is treated like any other order under this policy.
Sale and promotional items
Discounted items follow the same policy as full-price items.
Cancellations before shipping
If you need to cancel an order, email us as soon as possible. Once an order has shipped we cannot cancel it, but you can still request a refund on unopened products under the terms above.
Questions
Email contact@rootedpouches.com or call +1 239-631-3471. We reply within 1 to 2 business days.
