Returns & Cancellations

Custom and built-to-order products

Because custom and built-to-order products can involve design time, reserved production capacity and materials purchased for a specific customer, the deposit, cancellation and refund terms for that project are stated in the written order before payment. Those project-specific terms control, subject to any cancellation right that applicable law requires.

Accessories

When live accessory checkout is enabled, the applicable return eligibility, deadline, condition requirements, shipping responsibility and any non-returnable categories will be displayed or linked before payment. Until those checkout terms are published, contact Support@rootedoax.com before purchasing if returnability is important to your decision.

Damage, defects or incorrect items

A report that an item arrived damaged, defective or incorrect is evaluated separately from a change-of-mind return. Contact us promptly with the order details and photographs so we can review the appropriate remedy.