Refund policy
Last updated: December 2, 2025
At New Roots, we want you to feel confident in your purchase. If something is not right, we are here to help.
This Return & Refund Policy applies to purchases made directly through shopnewroots.com
60 Day Return Policy
We offer a 60 day return period, which means you have 60 days from the date your order is delivered to request a return.
To be eligible for a return, your item must generally be:
Unused and unworn, where applicable
In its original packaging
Complete with any tags, accessories, inserts, or components originally included
You will also need your receipt, order confirmation, or other proof of purchase.
Returns requested after the 60 day return period may not be accepted unless otherwise required by applicable law.
How to Start a Return
To request a return, please contact us at:
hello@shopnewroots.com
Please include your name, order number, and the reason for your return so we can assist you as quickly as possible.
If your return is accepted, we will provide instructions explaining how and where to send your package and, where applicable, provide a return shipping label.
Please do not send products back without contacting us first.
Items returned without prior authorization may not be accepted or may experience significant processing delays.
Return Address
Approved returns should be sent to:
Everline Brand LLC
1021 E Lincolnway, 10599
Cheyenne, WY 82001
Laramie, United States
Please ensure your return is securely packaged and follows the instructions provided by our customer support team.
Damaged, Defective, or Incorrect Items
Please inspect your order as soon as possible after delivery.
If your item arrives damaged, defective, or if you receive an incorrect product, contact us at hello@shopnewroots.com as soon as reasonably possible.
Please include your order number and a description of the issue.
We may request photographs or other information that allows us to evaluate the problem.
If the issue is confirmed, we will work with you to provide an appropriate resolution, which may include a replacement, refund, or other suitable remedy.
Exceptions and Non Returnable Items
Certain products may not be eligible for return.
Examples may include:
Perishable goods
Custom or personalized products
Certain personal care products
Hazardous materials
Flammable liquids or gases
Gift cards
Please contact us at hello@shopnewroots.com if you are unsure whether your item is eligible for return.
Nothing in this section limits any rights that cannot legally be excluded under applicable consumer protection law.
Exchanges
The fastest way to receive a different product is generally to return the original item and, once the return has been accepted, place a separate order for the replacement.
If you believe you received the wrong product or need an exchange because of a product issue, please contact us before placing another order.
European Union 14 Day Cooling Off Period
If your order is shipped to a country within the European Union, you may have a legal right to cancel or return your order within 14 days of receiving it, without providing a reason.
This statutory right applies independently from our standard 60 day return policy.
To exercise this right, contact us at hello@shopnewroots.com within the applicable 14 day period.
Returned products should be in substantially the same condition in which they were received and include their original packaging and components where reasonably possible.
You will also need proof of purchase.
Nothing in this policy is intended to restrict any mandatory consumer rights available under European Union law.
Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, the refund will be issued to the original payment method used for your purchase.
We aim to process approved refunds within 10 business days.
Please remember that your bank, credit card company, or payment provider may require additional time to process and post the refund to your account.
If more than 15 business days have passed since we confirmed that your refund was approved and you have not received it, please contact us at:
Original Shipping Charges
Unless otherwise required by applicable law, original shipping charges are generally non refundable.
If the return results from an incorrect, damaged, or defective item sent to you, we may also refund applicable shipping costs or provide another appropriate resolution.
Refund Method
Refunds are issued only to the original payment method used for the order.
We cannot normally issue refunds to a different card, bank account, or payment method.
If your original payment method is no longer available, please contact your bank or payment provider for assistance.
Orders Returned to Sender
Orders may occasionally be returned to us because of an incorrect or incomplete address, refusal of delivery, unsuccessful delivery attempts, or failure to collect a package.
If this happens, please contact us at hello@shopnewroots.com.
Additional shipping charges may apply if you request that the order be shipped again.
Any refund will be handled in accordance with this policy and applicable law.
Suspected Fraud or Abuse
We reserve the right, where permitted by law, to refuse or limit a return or refund where we reasonably believe that the policy is being abused or that a request involves fraudulent activity.
This may include repeated excessive return requests, false claims regarding product condition or delivery, or attempts to obtain multiple refunds for the same purchase.
This provision does not affect any mandatory consumer rights.
Consumer Rights
This policy is intended to operate alongside applicable consumer protection laws.
Nothing in this Return & Refund Policy excludes, restricts, or limits any rights that cannot legally be excluded or restricted.
Where applicable law provides you with greater rights than this policy, those legal rights will apply.
Contact Us
If you have questions about a return, refund, exchange, damaged item, or your order, please contact:
New Roots
Operated by:
Everline Brand LLC
1021 E Lincolnway, 10599
Cheyenne, WY 82001
Laramie, United States
Website: shopnewroots.com
Email: hello@shopnewroots.com
Phone: +1 7747341285