Refund policy

At Heaven Roots, we take great pride in delivering pure, high-quality skincare that’s handled with care from our warehouse to your doorstep. However, we understand that issues can sometimes arise.

We accept returns or exchanges only in the following cases:

• The product was damaged during transit
  
• You received a defective item
  
• You received the wrong product
  

❗ We do not offer refunds, under any circumstances.

Due to hygiene and safety concerns, we cannot accept returns for opened or used products — even if they are only partially used.

To request a return or exchange:

1. Contact us within 7 days of delivery at support@heaavenroots.com
2. Include your Order ID, a brief description of the issue, and clear photos and video evidence.
   
   We have a 10-day return/exchange/replacement/damaged policy, which means you have 10 days after receiving your item to request a exchange/replacement/damaged.
   
   Once the return/exchange/replacement/damaged product is received it will be inspected and the return/exchange/damaged/replacement will be delivered within 7 days
   
   All sales are final. We do not offer refunds under any circumstances.
   
   

Our team is here to make sure you’re taken care of. If there’s ever a problem, we promise to handle it promptly and fairly.