Refund policy

REFUND POLICY

We are confident in the quality of our products, 
which is why we offer a 30-day money-back 
guarantee. If you're not satisfied, contact us 
at support@rootstep.com within 30 days of 
receiving your order and we'll make it right.

1. ORDER CANCELLATION

Contact us as soon as possible to cancel. 
Our cancellation window is 4 hours from 
purchase.

- Orders not yet shipped: cancelled and 
  fully refunded.
- Orders already shipped: cannot be stopped. 
  Initiate a return once received.

2. RETURNS

All returns are inspected upon arrival.
Please allow up to 14 days from receipt 
of your return to process your refund.

Before returning, email support@rootstep.com 
for the correct return address. Do not return 
to the original packaging address — this is 
a third-party fulfilment centre.

Return shipping costs are the customer's 
responsibility. We recommend using a tracked 
carrier. Rootstep is not responsible for 
lost or damaged returns.

International orders may be subject to 
customs fees, which are the customer's 
responsibility.

3. WRONG ADDRESS

If your order fails to arrive due to an 
incorrect address, Rootstep is not 
responsible and a full refund will not 
be issued. We can reship at your cost.

Please double-check your shipping details 
at checkout.

4. ROOTSTEP CARE — 365-DAY REPLACEMENT

If your Wood Carved Edition experiences 
manufacturing defects or unexpected wear 
within 365 days of purchase, we'll replace 
it free of charge.

Email support@rootstep.com with your order 
details and photos of the issue. We'll send 
a brand-new replacement at no cost.

5. WARRANTY — DEFECTIVE OR DAMAGED PRODUCTS

Contact us within 5 days of receiving a 
damaged or defective item. We'll send a 
replacement or cover repair costs depending 
on the situation.

Warranty covers manufacturing defects in 
materials and workmanship.

Warranty does not cover: accidents, improper 
care, normal wear and tear, or failure to 
follow washing instructions.

Wash cold. Air dry or low heat. 
No bleach or fabric softener.

For all refund and return enquiries:
support@rootstep.com