Refund & Returns
Last updated: 10 August 2026.
This policy explains how cancellations, returns, faulty items, damaged parcels, and refunds work for Root & Pulse online orders.
Returns at a glance
| Situation | What to do | Important detail |
|---|---|---|
| Change of mind | Email us within 14 days after receiving your order. Return eligible items within 14 days after telling us. | Items must be unopened, sealed, unused, and in resaleable condition. Return postage is usually your responsibility. |
| Faulty, damaged, or incorrect item | Email us as soon as possible with your order number and clear photos. | We will review the issue and, where appropriate, arrange a replacement, refund, or reasonable return support. |
| Subscription renewal | Pause, skip, change, or cancel future renewals before the next order is processed. | If a renewal order has already been dispatched, the normal returns rules apply. |
| Bought elsewhere | Contact the retailer you purchased from. | We can only process returns and refunds for orders placed directly through rootandpulse.co.uk. |
Start with your order number
Please do not send items back without contacting us first. This helps us identify your order, confirm whether the item is eligible for return, and give you the correct return instructions.
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Email us
Send your order number and reason for return to hello@rootandpulse.co.uk.
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Wait for instructions
We will confirm the next step and tell you where to send an eligible return.
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Pack securely
Use suitable packaging and keep proof of postage. For change-of-mind returns, we recommend using a tracked service.
Your right to cancel
If you are a UK consumer and you change your mind, you can tell us you want to cancel within 14 days after the day you receive your order. You then have another 14 days to send eligible items back.
You do not need to give a reason for cancelling, but we may ask for one so we can improve the customer experience. Please email hello@rootandpulse.co.uk with your order number before returning anything.
Food supplement hygiene and sealed products
Root & Pulse sells food supplements. For health protection and hygiene reasons, we cannot accept a change-of-mind return if a supplement has been opened, unsealed, used, or is no longer in resaleable condition.
This sealed-product rule does not affect your rights if an item is faulty, damaged, incorrect, not as described, or does not do what it is supposed to do.
Refunds
Approved refunds are made to the original payment method. Where a refund is due after a cancellation return, we refund you within 14 days after receiving the returned goods or within 14 days after you provide evidence that you sent them back, whichever is earlier.
If you cancel an eligible order under your change-of-mind rights, we refund the standard delivery charge you paid for the original order. If you chose a more expensive delivery option, such as next business day delivery, we only refund the standard delivery amount unless the item is faulty, damaged, or incorrect.
We may reduce a refund if returned items have been handled more than necessary, damaged by you, or returned with missing parts or packaging. Your bank or payment provider may take extra time to show the refund after we process it.
Faulty, damaged, or incorrect items
If your item arrives faulty, damaged, or incorrect, email us as soon as possible at hello@rootandpulse.co.uk. Include your order number and clear photos of the item, parcel, and packaging where relevant.
After reviewing the issue, we will explain the next step. Depending on the situation, this may include a replacement, refund, or return support. Nothing in this policy limits your statutory rights.
Non-returnable situations
Opened or unsealed supplements are not eligible for change-of-mind return for hygiene reasons.
Change-of-mind returns requested outside the cancellation window may be declined unless the product is faulty.
Orders bought from another retailer should be returned through that retailer.
Refund & Returns FAQs
Can I return opened supplements?
For change-of-mind returns, no. Supplements must be unopened, sealed, unused, and resaleable. If the item is faulty, damaged, or incorrect, contact us and we will review the issue.
Who pays return postage?
For change-of-mind returns, you are usually responsible for return postage. If the item is faulty, damaged, or incorrect, we will explain the appropriate next step.
How long does a refund take?
Where a refund is due after a cancellation return, we process it within 14 days after receiving the returned goods or evidence that they have been sent back. Your payment provider may take extra time to show the funds.
What if my order arrived damaged?
Email us with your order number and clear photos of the parcel, packaging, and damaged item so we can review it quickly.
Can I cancel a subscription order?
You can cancel, pause, skip, or change future renewals before they are processed. If a renewal has already been dispatched, the normal returns rules apply.
Delivery help
Shipping & Delivery
Company
Root & Pulse Ltd, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ.
Nothing on this page affects your statutory rights.