Return policy

General Information

We hope you love your DriftedRoot product! However, we understand that sometimes a return may be necessary.

 If you are not 100% satisfied with your purchase，return it to us within 60 Days and we will refund you 100% of the purchase price. To process a return, items must be in their original condition - tags attached, unused, unwashed, and in their original packaging. Kindly note that items marked as “final sale” are not eligible for return or exchange. Any product that has been used or has been damaged cannot be refunded or exchanged unless there is any quality issue.

Please see below for specific instructions on how to initiate a Domestic Return or an International Return.

Important notes

  1. If you ordered your item(s) from a seller other than Driftedroot.com, we cannot process a refund or exchange. You must contact the store from which you made your purchase and follow their individual return policy.
  2. If your order does not qualify for return but you send it to us anyway, you will not receive a refund or store credit. We may contact you to get the items back to you.
  3. Your original shipping (standard, express, or Home Delivery) is non-refundable. If you chose to pay for expedited shipping or if your order did not qualify for free shipping, that shipping charge will not be refunded back to you, except on the rare occasion that we sent you an incorrect item.


What You Need to Know Before Start a Return

1. Please kindly DO NOT discard any original packaging or wrapping materials or crate from the item(s) you received.

2. You would need to package the same way when the item arrives to ensure the product meets the requirements for the carrier.

3. Any additional service on the order will NOT be refunded for the general return, including White Glove Delivery service, room of choice drop-off and white glove delivery.

4. At least a full view picture of the product and the outer packing needs to be provided so we can assess its condition and return eligibility.

5. You would need to cover the return shipping cost if there are no quality issues involved, or we will cover the return shipping cost if there is any quality issue.

6. If we are not able to provide a prepaid return shipping label, you would need to arrange the return yourself.

7. Any items returned without authorization will not qualify for a refund and be rejected on delivery to our returns center.

8. It is not feasible to drop-off a return item to our warehouses personally.

 

How to return the items

1. Send an e-mail to support@driftedroot.com, along with your order ID, return item (SKU), return reason, and pictures or video that clearly showing the item package/box/crate, item label, and the item if you opened the box.

2. After receiving your request, our product specialist will assess the return risk and shipping costs. We will then respond to you for confirmation. If the return criteria are met, we will include the return address in the confirmation email.

3. When you're ready to return the package, please inform us first.  We need to make an appointment with the warehouse to register your package information.  

4. Please package the Item(s).  Please ensure all parts are in the original packing way.

5.  Once we receive your photos and confirm that everything is in order, you can proceed with returning the products. However, the return shipping cost will be the buyer's responsibility.

6. Ship out the package(s).   We will process the refund after receiving the item completely and safely.

You will receive a notification email within 3-5 working days after we received your item(s), and when refund is processed. The refund will be made to the account that the funds were originally drawn from.

Please note that for credit card payment refund, please allow up to one billing cycle for your account to be credited. Please do not request a charge back from your credit card company during the return process due to the time it takes to resolve charge back disputes. It is usually better to be patient and wait for the return process to run its course. Or if an unusual delay occurs, feel free to contact us for assistance.


How Soon Will I Receive My Refund?

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 3 business days. 
If you originally paid with credit card, please allow up to one billing cycle for the credit to show in the bank statement. It mostly depends on how fast your bank processes the credit. Please do not request a chargeback from your credit card company during the return process. Due to the time it takes to resolve chargeback disputes, it is usually better to be patient and wait for the return process to run its course. Or if an unusual delay occurs, feel free to contact us for assistance.
If you originally paid with PayPal account balance, you could find the refund right away in your PayPal account.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@driftedroot.com.

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