At Pure Roots Botanicals, we move fast to get your order packed and on its way. Because our products are perishable, consumable goods held to strict quality and safety standards, the window to cancel an order is short. Please read this policy carefully before completing your purchase.
Cancellation Window
You may request to cancel an order within 24 hours of placing it, provided the order has not yet shipped. After 24 hours, or once the order has been handed to the carrier, it can no longer be canceled and our all-sales-final policy applies.
To give yourself the best chance of a successful cancellation, contact us as soon as possible after placing your order.
How to Request a Cancellation
Within 24 hours of placing your order, email our support team at [email protected]with your order number and the email address used at checkout. Put “Cancellation Request” in the subject line so we can act on it quickly.
We will confirm by email whether your order was successfully canceled. If the order has already shipped, we will let you know and the order will stand under our all-sales-final policy.
Orders That Have Already Shipped
Once an order leaves our facility, it cannot be canceled, returned, refunded, or exchanged. This protects every customer by ensuring each product arrives fresh, untampered with, and in its original condition from our facility. Please review your cart, shipping address, and product selections carefully before checking out.
Refunds on Canceled Orders
If we confirm cancellation within the 24-hour window and before your order ships, you will receive a full refund to your original payment method. Refunds are issued within 5 to 10 business days, depending on your bank or card provider. You will receive an email confirmation once the refund has been processed.
Orders Canceled by Pure Roots Botanicals
We reserve the right to cancel any order at our discretion, including for suspected fraud, pricing or product errors, quantity limits, restrictions in your state or jurisdiction, or an inability to verify that you meet the minimum age requirement. If we cancel an order you have paid for, you will receive a full refund.
Damaged, Defective, or Incorrect Orders
This policy covers cancellations only. If your order arrives damaged, defective, or incorrect, do not treat it as a cancellation. Contact our support team within 48 hours of delivery and we will make it right. See our Delivery page for the steps.
Subscription and Recurring Orders
If you are enrolled in a recurring or subscription order, you may cancel future shipments at any time through your account or by contacting support. Cancellations must be received before the next billing date to stop that cycle. Orders that have already been billed and prepared for shipment follow the 24-hour cancellation window above.
Changes to This Policy
We may update this Order Cancellation Policy at any time by posting the revised version on this page. The “Last updated” date above reflects the most recent changes. Your continued use of our site and placement of orders after changes are posted constitutes acceptance of the updated policy.
Questions
Questions about canceling an order can be sent through our Contact Us form or by emailing [email protected]. Our team responds within one business day.