Our 30 day return window
We want Glutabiotics to work for your family. If it is not right, you have 30 days from the day your order arrives to request a return. Tell us what went wrong and we will make it right.
What can be returned
Because Glutabiotics is a supplement taken by children, we can only accept pouches that are unopened, unused and still in their original sealed packaging. This is a food safety rule, not a technicality, and it protects the next family as much as it protects yours. Please keep your order confirmation email or receipt as proof of purchase.
If you have already opened it
If you opened a pouch, gave it a fair try and it did not suit your child, we still want to hear from you. Email info@rootandharmony.com and tell us what happened. We handle these case by case and we would rather find a fix than lose you over a pouch.
How to start a return
Email us at info@rootandharmony.com with your order number and the reason for the return. If your return is accepted we will send you instructions and, where we are at fault, a prepaid label. Please do not post anything back before you have heard from us, because parcels sent without an approved return cannot be accepted.
Damaged, wrong or missing items
Check your order as soon as it arrives. If a pouch is damaged, if you received the wrong supply size, or if something is missing, contact us within 7 days with your order number and a photo. We will replace it or refund it, and you will not be asked to pay return shipping on our mistake.
Refunds
Once your return arrives and has been checked, we will email you to confirm whether the refund was approved. Approved refunds go back to your original payment method within 5 to 10 business days. Your bank or card issuer can take a few days longer to post it, which is out of our hands. Original shipping charges are not refunded unless the return is our error.
Return shipping costs
If you are returning an unopened pouch because you changed your mind, you cover the return postage. If the return is because of a damaged, incorrect or faulty order, we cover it. We recommend a tracked service, as we cannot refund a return that never reaches us.
Exchanges
The quickest way to change a 30 day supply for a 90 day supply, or the other way round, is to return the unopened pouch for a refund and place a new order. Say so in your email and we will keep the two moving together.
Cancelling an order
If you need to cancel, email us as soon as you can. We can usually stop an order before it is packed. Once it has shipped it becomes a return, and the 30 day window above applies from the day it arrives.
Questions
Any question about a return or a refund, email info@rootandharmony.com and we will help.
