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Return and Refund Policy

Return & Refund Policy – SHOPTHEROOTS LLC

At SHOPTHEROOTS LLC, we are dedicated to providing high-quality products and ensuring complete customer satisfaction. This Return & Refund Policy explains how returns, refunds, and exchanges are handled in accordance with U.S. e-commerce standards.

1. Returns & Refund Requests
Customers may request a return or refund for eligible items. All return requests must follow the procedures outlined in this policy.

2. Eligibility for Returns & Refunds
To qualify for a return or refund:

• Items must be unused, in original condition, and in original packaging.

• Requests must be submitted within 30 days of delivery.

• Proof of purchase (invoice or order number) is required.

3. Non-Refundable Items
The following are not eligible for return or refund:

• Items damaged due to misuse or improper care

• Items returned after the allowed return period

• Custom or personalized hair extensions once production has started, as these are made specifically for the customer and cannot be resold

4. Refund Process
Once your returned item is received and inspected, we will notify you about approval or rejection. Approved refunds are processed promptly.

5. Refund Method
Refunds will be issued to the original payment method used at checkout. Depending on your payment provider, it may take 10 business days for the refund to appear in your account.

6. Damaged or Defective Items
If you receive a damaged, defective, or incorrect item, contact our support team immediately. We will provide instructions for a return or replacement at no cost to you.

7. Order Cancellations
Orders may be canceled before they are shipped. Once shipped, the standard return and refund process applies.

8. Shipping & Return Costs
Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect. Original shipping fees (if any) are non-refundable.

9. Customer Support
For assistance with returns or refunds, please contact:
📧 Email: support@shoptheroots.store
📞 Phone: +1 (859) 273-0122
🕒 Hours: Monday – Friday, 9:00 AM – 5:00 PM (MST)

10. Policy Updates
SHOPTHEROOTS LLC may update this policy from time to time. Any revisions will be posted on this page with an updated effective date.

11. Return Address
📍 7727 Zuni Rd SE, Ste A, Albuquerque, NM 87108, USA