Refund policy
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
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.