Refund & Return Policy
Last updated: September 11, 2026
Table of Contents
1. Overview
This policy explains how cancellations, refunds, and returns work for orders placed through Roots ("we", "our", or "us") on our website and mobile apps.
We want every order to arrive exactly as you expected. If something goes wrong, we will make it right — whether that means a replacement, a refund, or store credit. Please read the sections below so you know what to expect, and contact us if anything is unclear.
By placing an order you agree to this policy together with our Terms of Service.
2. Cancelling an Order
Before pickup
You can cancel a delivery order yourself from the order page on our website or in the app at any time before the driver has picked it up from the store. Cancelled orders are refunded in full, including delivery fee and tip.
After pickup
Once the driver has collected your order, it can no longer be cancelled from the order page. If you still need help — for example you entered the wrong address or can no longer receive the order — contact us straight away and we will do what we can.
Cancellations by us
Occasionally we may need to cancel an order, for example because an item is out of stock, no driver is available for your area, or we cannot complete age and identity verification. If we cancel your order you will be refunded in full and notified by email.
3. Refunds
Where refunds go
Refunds are returned to the original payment method used at checkout. Where that is not possible, or where you prefer it, we may issue the amount as Roots store credit instead.
How long they take
We process approved refunds promptly on our side. Once issued, it typically takes 5–10 business days for the amount to appear on your statement, depending on your bank or card issuer. Store credit is available immediately.
Partial refunds
Where only part of an order is affected — a single missing or damaged item, for example — we refund the affected items rather than the whole order.
Rewards and referral credit
If an order is refunded in full, any first-order or referral rewards earned from that order are reversed. A partial refund only removes the points attributable to the refunded amount.
4. Returns — Cannabis Products
For health, safety, and regulatory reasons, cannabis products — including flower, pre-rolls, edibles, beverages, concentrates, vapes, tinctures, and topicals — are final sale once delivered and cannot be returned or exchanged.
This does not affect your right to a refund or replacement where an item is damaged, defective, incorrect, or missing. Please see "Problems With Your Order" below.
Unopened products may be refused at the door at the time of delivery if you notice a problem before accepting the order.
5. Returns — Apparel & Accessories
Non-consumable items such as apparel and accessories may be returned within 14 days of delivery provided they are unused, unworn, and in their original condition with any tags attached.
To start a return, contact us with your order number and the item you wish to return. We will confirm the return and arrange how to get the item back to us. Once received and inspected, we refund the item price to your original payment method or as store credit, whichever you prefer.
6. Problems With Your Order
If your order arrives damaged, defective, incorrect, or with items missing, we will fix it. Please contact us within 48 hours of delivery so we can investigate while the details are fresh.
What to include
- Your order number
- Which item(s) are affected
- A short description of the problem
- Photos where possible (damaged packaging, wrong item, etc.)
How we resolve it
Depending on the situation we will offer a replacement on your next order, a refund for the affected items, or store credit. Where a product is defective we may ask you to keep it available until the issue is resolved.
7. Failed Deliveries & ID Verification
Every delivery requires the recipient to be present and to pass age and identity verification. Our drivers cannot leave orders unattended or hand them to anyone who does not meet the verification requirements.
If a delivery cannot be completed — because no one was available, the address could not be found, or verification failed — we will contact you to either reschedule the delivery or refund the order.
8. Store Credit
Store credit is added to your Roots account and applied automatically at checkout on your next order. It does not expire and can be used towards any product.
If you would rather receive a refund to your original payment method instead of store credit, just let us know when you contact us.
9. How to Contact Us
The fastest way to get help with an order is to reach out to our support team:
- Email: info@rootshtx.co
- Phone: 888-844-9456
Please have your order number ready. You can find it on your order confirmation email and on the order page in your account.
Related policies and information: