Returns & Refunds Policy

Rootoriva

Returns & Refunds Policy

Last updated: October 2026

1. Order Cancellation

We accept cancellations before an order has shipped or entered production. Orders canceled before shipment or production will receive a full refund. Once an order has shipped or entered production, it can no longer be canceled.

2. Return Eligibility

You may request a return within 14 days of receiving your order. To qualify, the item must be unused, unworn, in its original condition and packaging, and accompanied by proof of purchase, such as your order confirmation or receipt.

Please do not send your return directly to the manufacturer.

3. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, contact us within 48 hours of delivery. Include your order number and clear photos of the product and packaging so we can review the issue and advise you on the next steps.

4. Return Shipping & Fees

Customers are responsible for return shipping costs unless the return is due to our error, such as a damaged, defective, or incorrect item. When the issue is due to our mistake, we will cover the return shipping costs. No restocking fees apply to approved returns.

5. How to Request a Return

Email service@rootoriva.com with your order number, proof of purchase, and reason for the return. Include clear photos if the item is damaged, defective, or incorrect.

Wait for your request to be reviewed and approved before shipping the item. We will provide return authorization, the appropriate shipping address, and detailed instructions. Returns sent without prior authorization may not be accepted.

6. Return Address

Room 803, 8th Floor, Tower A, Lüdu Plaza, No. 76 Zhengbian Road, Guancheng Hui District, Zhengzhou, Henan, China. The appropriate destination may vary depending on the product, order details, and fulfillment location. Please wait for the address confirmed for your specific return before sending anything back.

7. Refunds

Once we receive and inspect your returned item, we will email you to confirm receipt and notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 5–15 business days. The exact time for the funds to appear may vary depending on your payment provider or financial institution.

8. Late or Missing Refunds

If you have not received your refund after the estimated processing period, check your bank account again, contact your credit card company, and contact your bank. Posting times can vary. If you have completed these steps and still have not received the refund, email service@rootoriva.com.