Refund Policy

Customer satisfaction matters to Smooth Roots. Because bodycare products are personal-use items, returns and refunds must be handled carefully for health, safety, hygiene, and product-integrity reasons.

This policy is starter copy and should be reviewed by an attorney before Smooth Roots begins accepting live orders.

For safety and hygiene reasons, opened, used, tested, unsealed, or handled bodycare products are generally not eligible for return or resale. This includes bar soap, whipped tallow lotion, face wash, face cream, lip balm, and similar personal-care products.

Smooth Roots may offer a refund, store credit, or replacement when an order arrives damaged, an incorrect item is shipped, an item is missing, or another fulfillment error is confirmed.

To request help, contact us within a reasonable time after delivery with your order number, photos when applicable, and a clear description of the issue. Damage or missing-item reports are easier to review when submitted promptly after delivery.

The following are generally not eligible for return or refund: opened products, used products, products damaged by misuse or improper storage, melted or softened products caused by package exposure after delivery, customer-selected scent preferences, buyer’s remorse, incorrect addresses entered by the customer, and packages marked delivered by the carrier but lost or stolen after delivery.

Smooth Roots may still review unusual circumstances in good faith, but review does not guarantee a refund, replacement, or credit.

Smooth Roots products may be made or packed in small batches. Natural variation in scent strength, color, texture, weight appearance, or finish may occur. Minor batch differences are not automatically considered defects.

Heat-sensitive items may soften, melt, settle, or lose a whipped texture during transit or after delivery if exposed to heat. See the Shipping Policy for warm-weather handling guidance.

Customers are responsible for reviewing ingredients before purchasing and using products. Smooth Roots cannot guarantee that any product will be suitable for every person or skin type. Discontinue use if irritation occurs.

A skin reaction, sensitivity, or dislike of a scent does not automatically qualify an order for a refund, but customers may contact us so we can review the concern.

Cancellation requests must be sent as soon as possible. If an order has already been packed, labeled, or transferred to the carrier, it may not be possible to cancel it.

Approved refunds are typically issued to the original payment method. Refund timing can vary depending on the payment provider, card issuer, bank, or checkout platform.

Shipping fees may be non-refundable unless the refund is caused by a confirmed Smooth Roots fulfillment error or another situation where Smooth Roots chooses to refund shipping.

If a return is authorized, Smooth Roots will provide instructions. Customers should not mail products back without approval. Unauthorized returns may not be accepted or refunded.

If a return is required because of a Smooth Roots fulfillment error, we may provide a prepaid return label or another solution. In other situations, return shipping may be the customer’s responsibility.

If a package is refused, unclaimed, or returned because of an incorrect or incomplete address, Smooth Roots may deduct original shipping costs, return shipping costs, payment processing fees, or other unrecoverable costs from any approved refund, where permitted by law.

Contact Smooth Roots through the contact information listed on the website. Include your order number, the name used on the order, photos if relevant, and a short explanation of the issue.