Privacy policy
Last updated: 1st August 2026
Who is responsible for your data
ROOTE [Street and number] [Postcode] Amsterdam, the Netherlands KvK: [number] hello@itsroote.com
We are the controller of the personal data described below.
What we collect, and why
When you order Name, email address, delivery address, phone number, payment details, order history. Purpose: to process and deliver your order, handle returns, and answer your questions. Legal basis: performance of a contract.
When you join our list Email address, and the date you signed up. Purpose: to send you updates about products and launches. Legal basis: your consent. You can withdraw it at any time using the unsubscribe link in every email.
When you contact us Name, email address, phone number if you give it, and what you wrote. Purpose: to answer you. Legal basis: our legitimate interest in responding to enquiries.
When you visit the site IP address, browser, device, pages viewed, referring site. Purpose: to keep the site working and to understand how it is used. Legal basis: our legitimate interest for essential data; your consent for analytics and marketing cookies.
When you take part in the Amsterdam sampling campaign Your name, your dog's name, a photograph, and your email address or phone number if you give it. Purpose: to send you the photograph, to follow up on how the product worked, and — only if you agree separately — to publish the photograph on our website and social channels. Legal basis: your consent.
Who we share it with
We use these processors, who handle data on our behalf:
- Shopify — webshop and hosting
- Klaviyo — email
- Shopoiify payment — payments
- PostNL, DHL — shipping
We do not sell your data. We share it with others only where the law requires it.
Some of these providers are based outside the European Economic Area. Where that is the case, transfers are covered by the European Commission's standard contractual clauses.
How long we keep it
Order data: seven years, because Dutch tax law requires it. Email list: until you unsubscribe. Contact messages: two years. Campaign photographs and follow-up: until you withdraw consent.
Your rights
You can ask us to show you what data we hold, correct it, delete it, restrict what we do with it, or send it to you in a portable form. You can object to processing based on legitimate interest, and withdraw consent at any time.
Write to hello@itsroote.com. We respond within one month.
If you are not satisfied, you can complain to the Dutch Data Protection Authority, the Autoriteit Persoonsgegevens: autoriteitpersoonsgegevens.nl
Security
We take appropriate technical and organisational measures to protect your data. No system is perfect; if a breach occurs that is likely to put your rights at risk, we will tell you.
Changes
We may update this policy. The date at the top tells you when it last changed.
Terms of service
1. Who we are
These terms apply to every order placed through itsroote.com.
ROOTE Distelvoorstraat 27, 1031XB Amsterdam, the Netherlands Chamber of Commerce (kvk) 87769972 VAT (BTW): NL864400718B01 hello@itsroote.com
2. Applicability
These terms apply to every offer on our website and every agreement between us and you. By placing an order you accept them. We may change these terms; the version in force at the moment you order is the one that applies to your order.
3. Prices and payment
All prices are in euros and include VAT. Shipping costs are shown before you confirm your order.
We may change prices at any time, but never for an order already placed. Obvious errors and typing mistakes do not bind us.
Payment is made through the methods shown at checkout. Your order is confirmed once payment has been received.
4. Delivery
We ship to [countries]. Delivery times shown on the site are estimates, not guarantees.
Orders are delivered to the address you provide. If a delivery fails because the address was incorrect or incomplete, any additional shipping cost is yours.
Risk of loss or damage passes to you once the goods have been delivered to you or to someone you designated.
5. Right of withdrawal
You have the right to cancel your order within 14 days without giving a reason. The period starts on the day you receive the goods.
To exercise this right, write to hello@itsroote.com before the 14 days are up. You then have another 14 days to return the goods.
Return shipping is [at your own cost / free]. We refund the full purchase price, including standard outbound shipping, within 14 days of receiving the return or proof that it was sent.
Exception: for hygiene reasons, opened products cannot be returned unless there is a defect. This does not affect your statutory rights.
6. Our refund promise
Beyond the statutory right of withdrawal, we offer a full refund if the product does not work for your dog. Write to hello@itsroote.com and tell us what happened. We will refund in 7 days. You don't need to send back the product.
7. Conformity and warranty
The products we deliver meet the description, are of satisfactory quality, and are fit for normal use. If a product is defective, tell us within a reasonable time after you discover it and we will repair, replace or refund.
Nothing in these terms limits your statutory rights as a consumer.
8. Use of the product
ROOTE products are dog care, not veterinary medicine. They are not intended to diagnose, treat or prevent disease. If your dog has a diagnosed skin condition, is pregnant or nursing, or is under [age], consult a vet before use.
For external use only. Avoid the eyes. Keep out of reach of children.
9. Liability
Our liability is limited to the purchase price of the order concerned, except in cases of intent, gross negligence, or where the law does not allow such a limitation — including death or personal injury caused by our negligence.
We are not liable for damage caused by using the product other than as directed.
10. Intellectual property
Everything on itsroote.com — text, images, logos, the ROOTE name — belongs to us or our licensors. You may not copy or reuse it without written permission.
11. Complaints
Write to hello@itsroote.com. We reply within [number] working days.
If we cannot resolve it together, you can bring the dispute to the European Commission's ODR platform: ec.europa.eu/consumers/odr
12. Applicable law
Dutch law applies. Disputes go to the competent court in Amsterdam, unless the law gives you the right to another court.
Shipping & returns
SHIPPING & RETURNS
Shipping
Free on every order, no minimum. Order before 18:00 on a working day and it ships the same day — anything later goes out the next morning.
Netherlands — 1–2 working days
Belgium — 2–3 working days
United Kingdom — 3–5 working days
You get a tracking link the moment your parcel leaves us. Times are estimates; once it is with the carrier it moves at their pace.
Wrong address, or nothing arrived? Write to hello@itsroote.com and we sort it out.
Returns
Not happy? Full refund. Keep the bottle.
If SKIN RESET does not work for your dog, tell us within 14 days and we refund the full amount.
You do not have to send anything back. We trust our customers, and shipping a half-used bottle across the country helps nobody. Not you, not us, not the planet.
How it works
Write to hello@itsroote.com within 14 days of your order arriving. Tell us what happened. The money is back on your card within 7 working days.
No form. No photographs. No explaining yourself twice.
Why we ask why
We want one thing in return: tell us why it did not work. Not to talk you out of it — the refund is yours either way.
ROOTE is new, and every dog is different. A coat type we did not expect, a skin that reacted differently, a routine that did not fit. That is worth more to us than the sale, and it is how the next formula gets better.
Your rights
EU and UK law gives you 14 days to cancel any order without a reason. Our promise covers that period and goes further, because we do not ask for the product back.
Damaged or wrong item
Send a photo to hello@itsroote.com and a replacement goes out the same day. Nothing to return.
Questions
hello@itsroote.com — we answer within 1 working day.