Return & Refund Policy
Return & Refund Policy
We want you to be satisfied with your ROOTWAY purchase. If you are not completely happy with your order, please review our return and refund policy below.
Return Window
Eligible items may be returned within 30 days of delivery.
To be eligible for a return, the item must be unused, undamaged, unmodified, and returned in its original packaging.
Non-Returnable Items
For safety, quality, and product integrity reasons, the following items cannot be returned:
Used items
Damaged items caused by customer use
Modified or altered items
Items without original packaging
Items returned without prior approval
Items that show signs of wear, sharpening, misuse, or improper handling
How to Start a Return
To start a return, please contact us at yingtulijia@outlook.com with the following information:
Your order number
The email address used at checkout
The item you want to return
The reason for return
Photos if the item arrived damaged, defective, or incorrect
Please do not send any item back before contacting us and receiving return instructions.
Return Shipping
Customers may be responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.
Shipping costs are non-refundable unless the return is due to our error.
Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives.
If your item is damaged, defective, or incorrect, contact us at yingtulijia@outlook.com as soon as possible with your order number and clear photos of the issue.
We will review the case and provide a suitable solution.
Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method.
Please note that it may take several business days for your bank or payment provider to process and post the refund.
Exchanges
If you need a different item, the fastest way is to return the eligible item and place a new order after the return is approved.
Order Cancellation
If you need to cancel an order, please contact us as soon as possible.
If the order has already been processed or shipped, we may not be able to cancel it.
Legal Responsibility
Customers are responsible for making sure any product purchased from ROOTWAY can be legally purchased, owned, and carried in their location.
ROOTWAY is not responsible for misuse, unlawful use, or violations of local laws after purchase.
Contact
For return and refund questions, please contact us:
Email: yingtulijia@outlook.com