Refund policy

Refund Policy

Welcome to the Root Spirit refund policy. For any question, reach us at contact@getrootspirit.com. You can also check our FAQ on the site.

1. 30-day money-back guarantee

You've got 30 days from the date you receive your order to return your item for a full refund. No questions, no hassle. We want you to test our gear in the real world — and if it's not the right fit, we'll make it right.

Return eligibility:

The item must be returned within 30 days of delivery.

It must be in its original condition: undamaged, with all accessories and original packaging, packed and folded the way it shipped to you. Light inspection use is welcome (inflating, unfolding, testing the build once to make sure everything works) — but a product that's clearly been used in the field can't be accepted. Any item returned poorly repacked, stained, damaged, dirty, or sand-filled will not qualify for a refund.

A proof of purchase (order confirmation or receipt) is required.

To start a return, email contact@getrootspirit.com to receive return instructions and the shipping address. Return shipping is the customer's responsibility. For items valued over $75, we recommend using a tracked or insured carrier — we are not responsible for items lost in return transit.

2. Non-returnable items

The following items cannot be returned:

Custom or made-to-order products. Gift cards. Items with broken hygiene seals or factory tags removed. Final-sale or clearance items (clearly marked at checkout). Any item returned damaged, incomplete, or in a condition not caused by us.

3. 1-year warranty against manufacturing defects

Root Spirit backs every product with a 1-year limited warranty against manufacturing defects. This warranty applies in addition to your rights under applicable US state consumer protection law and the federal Magnuson-Moss Warranty Act.

Coverage: seams, valves, foam pumps, fabric integrity, hardware failure not caused by misuse.

Not covered: damage from misuse, accident, improper storage, exposure to extreme conditions (acid, fire, sharp punctures), or unauthorized modifications and repairs.

To file a warranty claim, email contact@getrootspirit.com with your proof of purchase and clear photos of the defect. We'll either repair, replace, or refund — at our discretion — within a reasonable timeframe.

4. Refund processing

Once we receive and inspect your return, we'll email you to confirm whether the refund has been approved or declined. If approved, the refund will be issued to your original payment method within 3–5 business days of approval. Your bank or card issuer may take an additional 5–10 business days to post the funds.

If you don't see the refund after that window: check your statement, then your bank, and if it still hasn't landed, email us at contact@getrootspirit.com and we'll trace it.

5. Exchanges

Exchanges are only offered for items that arrive defective or damaged. Contact us at contact@getrootspirit.com within 7 days of delivery with photos, and we'll send a replacement at no cost. For all other situations (wrong size, wrong color, change of mind), return the item under the 30-day guarantee and place a new order.

6. Gifts

If the item was shipped directly to you as a gift, you'll receive a store credit equal to the value of the returned product. If the original buyer received the gift first and then handed it to you, the refund will be issued back to the original buyer's payment method.

7. Lost packages

If your tracking shows the package was lost in transit and the carrier confirms it, contact us right away. Once the carrier confirms loss, we'll either reship the order or issue a full refund — your choice.

8. Package marked as delivered but not received

If tracking shows your order as delivered but you haven't received it, we recommend:

(1) checking with your household, neighbors, building manager, or front desk; (2) looking around side entrances and porches; (3) contacting the carrier (USPS, UPS, FedEx, etc.) directly to file a missing-package claim within 7 days.

Root Spirit will share all available tracking and proof-of-delivery information, but we cannot be held responsible for carrier delivery errors, theft, or misdelivery once the carrier has marked an order as delivered.