Refund policy
!!!! Every MyRoots product is made to order, with love, specifically for you. Because each item is printed on demand, we do not accept returns or exchanges for buyer's remorse, wrong-size orders, or change of mind. However, we fully stand behind our quality. If something goes wrong on our end, we will make it right.
What We Cover: Our Quality Guarantee
We will replace or refund any item that arrives:
• Damaged or defective
• With a significant printing error (misaligned print, faded ink, missing design elements)
• Materially different from what was displayed on the product page
• Lost in transit (see Lost Packages section below)
To be eligible, you must contact us within 30 days of delivery (or 30 days past the estimated delivery date for lost packages) with:
• Your order number
• A clear photo of the issue
• A brief description of the problem
What We Cannot Cover
• Wrong size ordered: please check our size guide carefully before purchasing. Sizes are listed in the product description.
• Color variations: colors may appear differently on screen vs. printed product due to monitor calibration. This is normal for print-on-demand.
• Change of mind or buyer's remorse
• Orders returned without prior authorisation
• Damage caused after delivery (washing errors, misuse, etc.)
How to Request a Refund or Replacement
1. Email us at info@myroots.shop with your order number and photos
2. We will review your request within 2 business days
3. If approved, we will either ship a replacement or process a refund to your original payment method
4. Refunds typically appear within 5–10 business days, depending on your bank
Lost Packages
If your tracking shows delivered but you haven't received your order:
• First, check with neighbours and around your property
• Verify the shipping address on your order confirmation
• Contact your local postal carrier with your tracking number
• If still unresolved after 3 business days, contact us at info@myroots.shop
If your package is confirmed lost in transit (no tracking movement for 15+ business days past the expected delivery date), we will ship a replacement or offer a full refund. Claims for lost packages must be submitted within 60 days of the original order date.
Incorrect Address
Please double-check your shipping address before completing checkout. If you realise you have entered an incorrect address:
• Contact us immediately at hello@myroots.shop — we can correct it if the order has not yet entered production
• Once an order is in production or shipped, we cannot redirect it
• If a package is returned to sender due to an incorrect address you provided, we can reship it reshipping fees apply
Cancellations
Because our products are made to order and sent to production quickly, we can only cancel orders within 24 hours of purchase. Please email info@myroots.shop as soon as possible if you need to cancel.
Questions?
We are a small, passionate team and we genuinely want every customer to be happy. If something is not right, tell us. Email: info@myroots.shop we respond within 2 business days.