You may request a return or replacement within 48 hours of receiving your order, provided your request meets the eligibility criteria outlined in our Cancellation, Return &
Refund Policy.

Your order may be eligible if:

• You received a damaged product.
• You received a incorrect product.
• You received a incomplete order or a product was missing.
• You submit your request within 48 hours of delivery.
• You provide a clear parcel unboxing video, along with product images and your order invoice.

Note: The unboxing video helps us investigate claimsefficiently. Failure to provide it may delay or affect the resolution of your
request.

Please contact our Customer Support within 48 hours of delivery by emailing rootscanadapro@gmail.com.

Kindly include:

• Order ID
• Reason for the request
• Product photographs
  
• Images of the outer packaging
• Parcel unboxing video
• Copy of you invoice or order confirmation

Our team will review your requestand guide you through the next steps.

Once your return request is approved:

• Reverse pickup is usually scheduled within 24–48 business hours, subject to courier availability.
• Pickup is generally completed within 2–5 business days.
• Returned products undergo a quality inspection after they reach our warehouse.
• Refunds or replacements are processed only after successful inspection and approval.

Yes. If your order included any complimentary gifts, promotional products, or free items, they must also be
returned along with the original order.

Failure to return complimentary items may affect your refund eligibility.

A request may not be accepted if:

• The product has
  been opened, used, or tampered with.
• The product has
  been damaged due to improper use, mishandling, or negligence.
• Original packaging,
  labels, accessories, or complimentary items are missing.
• The serial number,
  batch number, or product label has been removed or tampered with.
• The request is
  submitted after 48 hours of delivery.
• The product was
  purchased from an unauthorized seller or marketplace.

No.

Products sold as a kit, combo, or promotional set cannot be returned or replaced individually.

If eligible, the entire kit or combo must be returned together.

Products purchased during promotional offers, clearance sales, or discount campaigns are generally not eligible for return or exchange, unless:

• The product is damaged upon delivery.
• An incorrect product was delivered.
• The product has a verified manufacturing defect.

A request may not be accepted if:

• The product has been opened, used, or tampered with.
• The product has been damaged due to improper use, mishandling, or negligence.
• Original packaging, labels, accessories, or complimentary items are missing.
• The serial number, batch number, or product label has been removed or tampered with.
• The request is submitted after 48 hours of delivery.
• The product was purchased from an unauthorized seller or marketplace.

Yes.

Orders may be cancelled only before they are dispatched from our warehouse.

Once an order has been shipped, it cannot be cancelled. If eligible, you may request a return after delivery in accordance with our Cancellation, Return & Refund Policy.

For eligible cancellations made before dispatch, refunds are generally initiated within 2 business days after cancellation approval.

The time taken for the refund to reflect depends on your payment provider or bank.

No.

Products sold as part of a combo, bundle, or kit cannot be cancelled or returned individually.

Only the complete combo or kit may be considered for replacement or refund if it qualifies under our Return & Refund Policy.

If you experience any irritation, discomfort, or an allergic reaction, discontinue use immediately and consult a qualified healthcare professional if necessary. We recommend performing a patch test before using any cosmetic product,
particularly professional treatment systems and products containing active ingredients.

This FAQ helps protect the company by encouraging safe product use and setting appropriate customer expectations without making medical claims.