Return and Refund Policy

Last updated: August 2026

We are a small family-run business and we want you to be happy with your order. If something is not right, please contact us and we will do our best to help.

Returning an item you have changed your mind about

●      You may request to return unused items within 14 days of receiving your order.

●      To be accepted, items must be unused, in their original condition and original packaging, and in a fully resalable state.

To start a return, email us at livingtheroots@gmail.com with your order number and the reason for return. Please wait for our confirmation before sending anything back. Items returned without contacting us first may not be accepted or refunded.

●      Return postage is arranged and paid for by the customer. We recommend a tracked service, as we cannot be held responsible for items lost or damaged on their way back to us.

●      Once we receive the item and confirm it meets the conditions above, we will refund the value of the returned goods to your original payment method. Please allow up to 14 days from the day we receive your return.

Items we cannot accept back

●      Items that have been used, opened, marked or damaged after delivery, or that are not in a resalable condition.

●      Free gifts, promotional items, bundle components sold as part of a set, and clearance or sale items are not eligible for change-of-mind returns.

Faulty, damaged or incorrect items

If your item arrives faulty, damaged or incorrect, please contact us within 48 hours of delivery at livingtheroots@gmail.com with your order number and clear photographs. Where we confirm a genuine fault, we will offer a replacement or a refund.

●      Please note that small variations in colour, wood grain, print, size and finish are natural features of handmade and traditional products. These variations are normal and are not considered faults.

Cancelling an order

If you need to cancel, contact us as quickly as possible. If your order has already been dispatched, it will be handled as a return once it reaches us.

Refunds

●      Approved refunds are issued to the original payment method only. We do not offer cash refunds.

●      How quickly a refund appears after we have processed it depends on your bank or card provider.

Nothing in this policy affects your statutory rights under UK consumer law.