Refund Policy

Refund Policy

Research Use Only Notice

• All products sold by Roots&Rise are sold for Research Use Only. Products are intended solely for lawful, in-vitro laboratory research by qualified research professionals aged 21 or older.
• Products are not for human or animal consumption, ingestion, injection, administration, therapeutic use, diagnostic use, clinical use, veterinary use, or personal use.

Any statement, request, order note, support communication, review, return request, chargeback, or other communication indicating human use, animal use, dosing, administration, personal use, therapeutic use, or any other prohibited use may result in order cancellation, account restriction, refusal of future service, documentation of the incident, and denial of refund eligibility where permitted by law.

General Policy

Because Roots&Rise products are research compounds, returns and refunds are limited and subject to compliance review. We do not offer a general satisfaction guarantee, no-questions-asked refund, trial-use refund, or refund for change of mind.

Refunds, replacements, or store credits may be considered only in the limited circumstances described in this policy.

Order Cancellations

• Cancellation requests must be submitted as soon as possible by contacting rootsrise26@gmail.com.
• We may approve a cancellation if the order has not yet been processed, packed, transferred to fulfillment, assigned to shipment, or shipped.
• Once an order has been processed, packed, transferred to fulfillment, assigned to shipment, or shipped, cancellation may not be available.
• We reserve the right to cancel any order before shipment for compliance, payment, fraud, inventory, shipping, address, prohibited-use, or risk-review reasons.

Eligible Issues

Refunds, replacements, or store credits may be considered for the following issues:

• Incorrect item shipped.
• Missing item verified by our fulfillment records.
• Product damaged in transit.
• Package visibly damaged in transit.
• Merchant-side processing or fulfillment error.
• Duplicate payment or billing error verified by our payment processor.
• Eligibility is determined by Roots&Rise after review of the order, customer account, payment record, fulfillment record, carrier record, product condition, supporting documentation, and compliance history.

Reporting Window

• Damaged, incorrect, missing, or shipment-related issues must be reported within 48 hours of carrier delivery confirmation.
• Billing or duplicate-payment issues should be reported promptly after discovery.
• Late reports may be denied if the delay prevents verification, carrier review, fulfillment review, or compliance review.

Required Documentation

To request review, contact rootsrise26@gmail.com and include:

• Order number.
• Full name and email address associated with the order.
• Description of the issue.
• Clear photos of the product.
• Clear photos of the outer packaging.
• Clear photos of the shipping label.
• Clear photos of any damage, leakage, tampering, missing item evidence, or incorrect item received.
• Any carrier notices or delivery exception records, if applicable.
• We may request additional information before deciding whether a refund, replacement, or store credit is appropriate.

Return Authorization Required

• Do not return any product without written authorization from Roots&Rise.
• Unauthorized returns may be refused, discarded, or deemed ineligible for refund, replacement, or store credit.
• If we request a return, we will provide return instructions. Products must be returned exactly as instructed. Failure to follow return instructions may void eligibility.

Non-Returnable and Non-Refundable Items

The following are not eligible for return, refund, replacement, or store credit unless required by law:

Opened products.

Used products.

Altered, tampered, contaminated, damaged, relabeled, repackaged, or mishandled products.

Products stored improperly after delivery.

Products returned without written authorization.

Products returned outside approved return instructions.

Products associated with prohibited-use language or prohibited-use concerns.

Products ordered by mistake.

Products no longer needed.

Products claimed to be unsuitable for an intended use not expressly permitted by Roots&Rise's Research Use Only terms.

Products delayed by carrier transit after shipment.

Products marked delivered by the carrier but lost, stolen, misplaced, refused, or unavailable after confirmed delivery.

Orders shipped to an incorrect, incomplete, inaccessible, or undeliverable address provided by the customer.

Orders affected by failure to complete required signature, ID, delivery, account, or compliance verification.

Orders associated with chargeback abuse, payment dispute abuse, fraud, misrepresentation, account misuse, or violation of Roots&Rise policies.

Prohibited Use Voids Eligibility

Refund, replacement, return, and store-credit eligibility may be denied if any communication or evidence suggests:

Human use.

Animal use.

Personal use.

Dosing or administration.

Injection, ingestion, topical application, inhalation, implantation, or other bodily use.

Therapeutic, diagnostic, clinical, veterinary, cosmetic, weight-loss, anti-aging, bodybuilding, athletic-performance, or health-outcome use.

Resale, redistribution, relabeling, compounding, dispensing, or supplying products to unauthorized third parties.

Any use inconsistent with Roots&Rise's Terms and Conditions, Research Use Only restrictions, or Indemnity Waiver.

Shipping, Delivery, and Carrier Issues

• Delivery times are estimates only and are not guaranteed.
• Carrier delays do not automatically qualify for refund, replacement, cancellation, or store credit.

Delivery is determined by carrier tracking and delivery confirmation. Roots&Rise is not responsible for packages lost, stolen, misplaced, damaged, exposed to weather, or accessed by unauthorized persons after confirmed delivery.

Customers are responsible for providing a complete, accurate, and deliverable shipping address. Refunds may be denied for orders delayed, lost, returned, or failed because of incorrect, incomplete, inaccessible, restricted, or undeliverable addresses provided by the customer.

If a package is returned to Roots&Rise because of an address issue, failed delivery attempt, refusal, failure to complete signature or ID verification, carrier restriction, or customer inaction, the order may be cancelled, refunded less applicable shipping/handling costs, reshipped at customer expense, or denied refund depending on the circumstances and compliance review.

Adult Signature, ID, and Verification

• Some orders may require adult signature, ID verification, delivery to the billing address, or additional compliance review before shipment or delivery.
• Failure or refusal to complete required signature, ID, delivery, account, or compliance verification may make an order ineligible for refund, replacement, or store credit.

Approved Remedies

If a request is approved, Roots&Rise may choose the appropriate remedy in its discretion, including:

Replacement shipment.

Refund to the original payment method.

Partial refund.

Store credit.

Cancellation before shipment.

Approved refunds are issued only to the original payment method unless otherwise required by law or unavailable through the payment processor.

Refund timing depends on the payment processor, bank, card issuer, and payment method. After we approve and submit a refund, it may take several business days for the refund to appear on your statement.

Shipping charges, expedited shipping charges, payment processing fees, handling fees, and other non-product costs may be non-refundable unless the issue was caused by a verified Roots&Rise error.

Chargebacks and Payment Disputes

Customers agree to contact Roots&Rise first at rootsrise26@gmail.com to resolve order, billing, delivery, or product issues before initiating a chargeback or payment dispute.

Improper, false, abusive, or bad-faith chargebacks or payment disputes may result in account restriction, refusal of future service, documentation of the incident, submission of evidence to the payment processor, and any other remedies available to Roots&Rise.

Chargeback activity does not override Roots&Rise's Research Use Only requirements, prohibited-use restrictions, or compliance review.