Cancellation & Return
Returns, Exchanges & Right of Withdrawal
If you would like to return an item or have an issue with your order, the fastest and easiest way is through our return portal.
Return Portal
Please register your return through our return portal. It guides you step by step through the return process and ensures your return can be processed quickly and correctly.
Inside the portal you can generate a return label and select your preferred refund option.
If you choose store credit, the return shipping is free. If you prefer a refund to your original payment method, you can purchase a return label directly through the portal at discounted shipping rates.
Using the return portal is the recommended way to ensure your return is correctly assigned and processed without delays.
Right of Withdrawal
You have the right to withdraw from your purchase within 14 days without giving any reason.
The withdrawal period is 14 days from the day on which you, or a third party designated by you who is not the carrier, received the goods.
To exercise your right of withdrawal, you can use our return portal: rootatelier.returnless.com
Alternatively, you may notify us of your withdrawal by email at hi@rootatelier.com.
Further details regarding the right of withdrawal and the model withdrawal form can be found in our Terms and Conditions.
Return Conditions
Items can be returned within 14 days after delivery.
Returned items must be in their original condition. This means they must be unworn, unwashed, undamaged, clean and returned in their original packaging with all tags attached.
If returned items show signs of wear, damage, stains or missing components, we reserve the right to refuse the return or claim compensation for loss of value in accordance with applicable law.
Exchanges
We do not offer direct exchanges.
If you would like a different size or item, please return your original item through the return portal and place a new order in our store.
Return Shipping
Return shipping costs are generally the responsibility of the customer.
However, you can create a discounted return label directly through our return portal.
If you choose store credit as your refund method, the return shipping will be free.
Exceptions from Returns
Certain products cannot be returned for hygiene or health protection reasons if their seal has been removed or damaged after delivery.
This includes in particular:
Women's swimwear without the original hygiene protection strip
sealed cosmetic or care products after opening
perfume after removal or damage of the seal
Personalized products are also excluded from returns.
Damaged or Faulty Items
If you receive a damaged, defective or incorrect item, please contact our support team before returning the product.
Send us a short description of the issue together with photos to: hi@rootatelier.com
Our team will review your request and help you with the best possible solution, such as a replacement or refund.
Refunds
Once your return has arrived at our warehouse and has been inspected, the refund will be processed according to the refund option you selected.
If you selected a refund to the original payment method, the amount will be returned through the same payment method used for the purchase.
Please note that processing the return may take up to 14 days after the return has been received. The time it takes for the refund to appear in your account depends on the payment provider and is outside of our control.
Warranty
All products are covered by the statutory warranty rights.
The warranty period is 24 months from the date of delivery. Damage caused by normal wear and tear or improper use is excluded from the warranty.
No additional guarantees are provided unless explicitly stated in writing.
