Refund policy
Cancelling orders
You can cancel an order before it is processed:
Orders paid for by credit/debit card: within 3 hours of purchase.
Orders paid for via PayPal: within 24 hours of purchase.
To cancel an order, you must first contact customer services at: info.tinkerroot@gmail.com .
Once this deadline has passed, the system will automatically process the order and it will no longer be possible to cancel it.
30-Day Satisfaction Guarantee
You have 30 days from the date of delivery to contact our customer support team regarding a product you are not satisfied with and request a voucher, subject to the conditions of this policy and applicable consumer protection laws.
How to Request a Voucher
To submit a request, please contact our customer support team at info.tinkerroot@gmail.com within 30 days of receiving your order.
Please include your order number, the email address used to place your order, and a brief description of your concern.
If a voucher is approved as a resolution, its value will correspond to the amount paid for the entire order or the amount paid for the specific product you are not satisfied with, as applicable.
The voucher can be used exclusively for future purchases on our online store. It cannot be exchanged for cash, except where required by applicable law.
Each request is reviewed individually. Please contact our customer support team before taking any further action.
Returns
If you wish to return an eligible product, you must contact our customer support team by email before sending the item back.
Return shipping costs are the responsibility of the customer, unless otherwise required by applicable law or agreed upon by our customer support team.
The return address and shipping instructions must be requested directly from our customer support team via email. Please do not send any products back before contacting us and receiving the appropriate instructions.
Returned products must meet the applicable return conditions. Additional restrictions may apply depending on the type and condition of the product.
Non-Returnable Products
For hygiene and safety reasons, products intended for food consumption may be excluded from returns where permitted by applicable law.
This category includes liquid products and drops intended for oral consumption.
If you have any questions about whether a specific product is eligible for return, please contact our customer support team before sending it back. Our team will review your request and provide further information.
These restrictions do not affect any mandatory consumer rights where a product is defective, damaged, incorrect, or otherwise covered by applicable consumer protection laws.
Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery and contact us promptly if an item arrives damaged, defective, or different from the product you ordered.
Email info.tinkerroot@gmail.com with your order number, a description of the issue, and photographs where appropriate.
Our customer support team will review the information provided and advise you on the appropriate resolution in accordance with applicable law.
Undelivered Orders and Incorrect Address Information
In the event of an undelivered order due to an incorrect or incomplete address provided by the customer, or if the recipient is absent or cannot be located at the specified address, a full refund is not guaranteed.
In these situations, the following solutions may be offered:
- Reshipment: Arrange a new shipment upon payment of the applicable reshipping fees.
- Store Voucher: Receive a store voucher corresponding to the total amount paid for the original order, redeemable exclusively on our online store for future purchases.
Please contact our customer support team at info.tinkerroot@gmail.com to discuss the available options and receive further instructions.
Please note that any applicable solution will be assessed based on the circumstances of the delivery failure and the relevant shipping information.
Refunds and Consumer Rights
Store vouchers may be offered as a resolution where appropriate and accepted by the customer. Nothing in this policy limits or excludes any mandatory consumer rights under applicable law.
Contact Us
For any questions regarding vouchers, returns, product eligibility, or your order, please contact our customer support team:
Customer Support: info.tinkerroot@gmail.com
Please include your order number in all correspondence so that we can assist you as efficiently as possible.