Refund Policy

At TRANQUIL ROOTS LTD, we are committed to providing high-quality products. However, we understand that sometimes you may need to return items. This Refund Policy explains the process and conditions for returning items and receiving refunds.

1. Returns and Exchanges

We accept returns and exchanges for products that meet the following conditions:

• The item must be unused, unopened, and in its original packaging.
• The item must be returned within 30 days of the purchase date.
• The item must be in a condition suitable for resale.

If your item meets these conditions, you can request a return or exchange. We will issue a refund or offer a replacement product, depending on your preference and availability.

2. Non-Refundable Items

Some items are non-refundable, including:

• Products that have been opened or used.
• Items that are personalized or custom-made for you.
• Gift cards.
• Any items marked as “Final Sale.”

3. How to Request a Return

To initiate a return or exchange, please follow these steps:

• Contact our customer support team at contact@tranquilrootsltd.com within 30 days of your purchase.
• Provide your order number, the item(s) you wish to return, and the reason for the return.
• Our team will guide you through the return process and provide you with a return authorization number.
• Pack the item securely in its original packaging, along with the return authorization number, and send it to the address we provide.

4. Refund Processing

Once we receive your returned item, we will process the refund within 7-10 business days. Refunds will be issued to the original payment method. Please note that shipping fees are non-refundable, and you will be responsible for paying the return shipping costs.

5. Damaged or Defective Items

If you receive an item that is damaged or defective, please contact us immediately. We will offer a replacement or refund for any defective or damaged items that are returned within 30 days of purchase. In such cases, we will cover the return shipping costs.

6. Late or Missing Refunds

If you haven’t received a refund yet, please check the following:

• Have you checked your bank account or credit card statement?
• Have you contacted your bank or credit card company? It may take some time before your refund is officially posted.

If you’ve done all of the above and still have not received your refund, please contact us at contact@tranquilrootsltd.com.

7. Exchanges

If you need to exchange an item for the same product (or a different size or color), please follow the same process as a return and place a new order for the desired product. We will process the exchange as soon as we receive the returned item.

8. Shipping Costs

Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund, unless the return is due to an error on our part (e.g., damaged or defective items).

9. Contact Us

If you have any questions or concerns about this Refund Policy or need assistance with a return, please contact us at contact@tranquilrootsltd.com or call us at +44 7893 028362.