Refund policy

Last updated: July 15, 2026

At Pure Roots Skincare Company, we take care in producing, inspecting, packaging, and shipping every order. Because our products are for personal use and we need to protect product safety, hygiene, and integrity, all sales are final.

We do not accept routine returns or exchanges. However, we will review legitimate concerns involving a material manufacturing defect, shipping damage, an incorrect item, a missing item, or another verified error attributable to Pure Roots Skincare Company.

All Sales Are Final

We do not accept returns, refunds, or exchanges for:

A change of mind or buyer’s remorse.
Personal preference regarding scent, color, texture, consistency, appearance, packaging, size, weight, or finish.
Dissatisfaction with individual product results.
Ordering the wrong product, scent, size, or quantity.
Failure to review the product description, ingredient list, size, weight, scent, directions, or warnings before purchasing.
Known allergies, sensitivities, or ingredient preferences.
Products that have been opened, used, altered, contaminated, improperly stored, or handled contrary to instructions.
Normal wear, use, consumption, or depletion.
Expected handcrafted or small-batch variations.
Shipping delays outside our reasonable control.

Products may not be mailed or otherwise returned to Pure Roots Skincare Company unless we provide prior written authorization.

Handcrafted and Small-Batch Variations

Many Pure Roots Skincare Company products are handcrafted or produced in small batches. Minor variations may occur in:

Color
Scent intensity
Texture or consistency
Shape
Weight
Appearance
Packaging or finish

These ordinary variations do not affect the product’s intended use and are not considered manufacturing defects.

Concerns We Will Review

We will review claims involving:

An incorrect product received.
An item missing from an order.
A product materially damaged during shipment.
Leakage or packaging failure that materially compromises the product.
Contamination that was present when the product was received.
A material manufacturing defect.
Another verified production, packaging, or fulfillment error attributable to Pure Roots Skincare Company.

A material manufacturing defect is a substantial production or packaging failure that affects the product’s safety, integrity, usability, or conformity with its stated specifications.

A manufacturing defect does not include personal preference, ordinary product variation, individual results, or damage caused after delivery.

Reporting a Problem

Please email:

sales@purerootsskincareco.com

Include:

Your full name.
Your order number.
A description of the issue.
Clear photographs or video of the product.
Photographs of the product container and packaging.
Photographs of the shipping box and shipping label if the order arrived damaged.
The batch or lot information shown on the product, when available.

We may request additional photographs, video, or information needed to evaluate the claim.

Please do not discard the product, container, shipping box, or packaging until we have reviewed the issue, unless disposal is reasonably necessary for health or safety.

Submitting a claim does not automatically guarantee a refund, replacement, store credit, or other resolution.

Review and Resolution

Pure Roots Skincare Company will review each claim individually.

When we verify that an order contains a qualifying material defect, shipping-related problem, missing or incorrect item, or another error attributable to Pure Roots Skincare Company, we may, at our discretion and as appropriate under the circumstances:

Replace the affected product.
Reship a missing or incorrect item.
Refund the purchase price of the affected product.
Issue store credit.
Provide another reasonable resolution.

Pure Roots Skincare Company will determine the appropriate resolution based on the nature of the issue, available documentation, product availability, and surrounding circumstances.

Customers are not automatically entitled to choose between replacement, refund, store credit, or another remedy unless applicable law requires otherwise.

Claims That May Be Denied

We reserve the right to deny a claim that:

Is submitted more than seven calendar days after confirmed delivery.
Does not include sufficient information or documentation.
Cannot be reasonably verified.
Involves personal preference or dissatisfaction with individual results.
Reflects an ordinary handcrafted or small-batch variation.
Results from improper use, storage, handling, alteration, or contamination after delivery.
Results from a known allergy or sensitivity rather than contamination, mislabeling, or another verified defect.
Involves an incorrect item, size, scent, or quantity selected by the customer.
Appears fraudulent, abusive, duplicated, or materially misleading.

Allergies, Sensitivities, and Product Results

Customers are responsible for reviewing the complete ingredient list before purchasing and using a product.

An allergic reaction, sensitivity, irritation, or individual product result does not by itself establish that the product was defective.

Discontinue use if irritation or another adverse reaction occurs and seek appropriate medical attention when necessary.

Shipping Charges

Original shipping charges are nonrefundable unless:

The issue resulted from an error attributable to Pure Roots Skincare Company; or
Reimbursement is otherwise required by applicable law.

Do not send products back without authorization. Unauthorized returns may not be accepted or refunded.

Canceled Orders

Orders may be canceled only before fulfillment begins and only when we are able to stop processing or shipment.

Once an order has entered production, fulfillment, or shipment, it may no longer be eligible for cancellation.

Approved cancellations may be refunded to the original payment method.

Refund Processing

When a refund is approved, it will be issued to the original payment method unless another resolution is agreed upon.

Processing times vary by bank, card issuer, payment provider, and Shopify. After we issue a refund, additional time may be required before the funds appear in your account.

Consumer Rights

Nothing in this policy excludes, restricts, or waives any consumer right or remedy that cannot lawfully be excluded under applicable law.

Pure Roots Skincare Company will not knowingly misrepresent the condition of merchandise or refuse an appropriate resolution for verified merchandise that is materially damaged, defective, or different from what was ordered.

Contact Information

Questions or claims regarding an order may be directed to:

Pure Roots Skincare Company
4052 Northstar Dr.
Lake Havasu City, AZ 86406
United States

Phone: (928) 362-0219
Order support: sales@purerootsskincareco.com
General inquiries: info@purerootsskincareco.com