We want your skin to love our products as much as we do. Because skincare is intimate and our products are often preservative-free or low-preservative, our policy prioritizes both hygiene and your satisfaction.
3.1 Eligibility for Returns (7-Day Window)
To maintain the “Root Purity” of our inventory, returns are accepted under these strict conditions:
- Unopened & Sealed: The safety seal on the glass bottle or jar must be completely intact. Once a skincare product is opened, it cannot be resold for hygiene reasons.
- Damaged in Transit: If your glass bottle arrives cracked or leaking, please take a photo immediately.
- Incorrect Batch: If we sent the “Vitamin C Glow Serum” instead of the “Hyaluronic Hydrator” you ordered.
3.2 Non-Returnable Items
- Opened or Used Products: For the safety of our community, we cannot accept returns on products that have been tested or used.
- Sample Vials: Small trial sizes are final sale.
- Gift Cards: Digital or physical gift certificates.
3.3 The Return Journey
- Notification: Email
support@radianceroot.storewithin 48 hours of delivery with your order ID and a photo of the sealed product. - Assessment: Our skincare consultants will review the request within 24 business hours.
- Collection: We will arrange a courier pickup for defective or incorrect items at our expense. For “change of mind” returns of sealed items, the customer handles the return shipping.
3.4 Refunds & Skin-Credit
- Verification: Once the returned item passes our purity inspection, we will notify you.
- Refunds: Processed to your bank account or original payment method within 10–12 business days.
- Radiance Credit: We also offer “Skin-Credit” vouchers, which are processed instantly and can be used for your next glow-up.