Refund policy

Last Updated: June 12, 2026

At Roots Pet, we are committed to the quality of our products and the satisfaction of our customers. This Refund Policy outlines the specific conditions under which returns are accepted and refunds are issued. By making a purchase on https://rootspet.com, you agree to the terms outlined below.

1. 90-Day Money-Back Guarantee (First-Time Purchases)

We stand behind our products with a 90-day, no-questions-asked money-back guarantee, strictly subject to the following conditions:

  • Eligibility: This guarantee applies exclusively to your initial, first-time purchase from Roots Pet (whether a single-item order or the very first shipment of a new subscription).
  • Timeframe: If you are not fully satisfied, you may return the product, whether opened, partially used, or unopened, within 90 days of the delivery date for a full refund of the product purchase price.
  • Single-Use Limitation: This guarantee may only be exercised once per customer, per household, or per payment method. It does not extend to subsequent orders, additional products, or later subscription shipments.
  • Exclusions: Original shipping fees are non-refundable.

2. Standard 30-Day Return Policy (Subsequent Purchases)

For all purchases made after your initial order (including subsequent subscription renewals), we enforce a strict 30-day return window.

  • Eligibility: You have 30 days after receiving your item to request a return.
  • Condition: To be eligible for a standard return, your item must be in the exact condition that you received it: completely unopened, unused, and in its original packaging with all tamper-evident safety seals fully intact. You will also need the receipt or proof of purchase.
  • Health & Safety Exclusion: For health, safety, and inventory control reasons, we absolutely cannot accept returns or issue refunds for opened or tampered-with consumable pet products from any subsequent orders.

3. Damages and Issues

Please inspect your order immediately upon reception. If a product is defective, damaged in transit, or if you receive the wrong item, you must notify us at hello@rootspet.com within seven (7) days of receipt.

  • We require clear photographic evidence of the damage or defect, along with your order number.
  • Upon verification, we will arrange for a free replacement or a full refund at our discretion. Roots Pet will cover all return shipping costs associated with verified defective or incorrect items.

4. Exceptions / Non-Returnable Items

Certain types of items cannot be returned under any circumstances. These include:

  • Opened or used consumable products from subsequent (non-first-time) orders.
  • Products purchased through special promotional clearance sales or unauthorized third-party resellers.
  • Gift cards.

5. Exchanges

We do not process direct exchanges. The fastest way to ensure you get the product you want is to return the eligible item you have (subject to the eligibility criteria in Section 2). Once the return is accepted and processed, you may make a separate, new purchase for the desired item.

6. How to Initiate a Return

To protect our fulfillment centers and ensure accurate processing, all returns must be pre-authorized.

  1. Request Authorization: Email our support team at hello@rootspet.com, providing your order number and the reason for your return (specifying whether you are claiming the 90-Day Guarantee or returning an unopened subsequent order).
  2. Receive Instructions: If your return is accepted, we will provide you with a Return Authorization (RA) number and specific instructions on how and where to send your package.
  3. Ship the Item: You must clearly mark the RA number on the outside of your return package. Items sent back to us without first requesting and receiving an RA will be rejected and disposed of without a refund.

7. Return Shipping Costs

Unless the return is due to a defective product or a fulfillment error on our part (as outlined in Section 3), you are solely responsible for paying all return shipping costs. We strongly recommend using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item and are not liable for packages lost in transit.

8. Refunds

  • First-order 90-day guarantee: Once we approve your request, we issue your refund right away, even before your return reaches us.
  • Standard 30-day returns: After your return arrives, we inspect it and email you to confirm whether it is approved. If it is, we issue your refund then.
  • Processing: Refunds go back to your original payment method within 10 business days of being issued.
  • Bank delays: Your bank or card provider may need extra time to post the refund. If more than 15 business days have passed since we issued it and you still do not see the funds, email us at hello@rootspet.com.