Refund policy
RETURN & EXCHANGE POLICY
We're sorry you didn't love your Ocean Root product!
RETURN WINDOW We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
ELIGIBILITY To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You'll also need the receipt or proof of purchase.
IMPORTANT NOTICE – CONSUMABLE PRODUCTS & SKIN CARE Due to the nature of consumable products and skin care items, returns are only accepted on unopened, unused products in their original sealed packaging. We are unable to accept returns on opened or partially used consumable or skin care products for health and safety reasons.
FINAL SALE ITEMS All skin balm and hand cream products are final sale and are not eligible for returns or exchanges. Due to the personal care nature of these products, we are unable to accept returns once the order has been fulfilled, regardless of whether the product has been opened. All sales on skin balms and hand cream products are considered final at the time of purchase.
If you received a skin balm or hand cream product that is defective or damaged, please contact us immediately at help@ocean-root.com and we will make it right.
RETURN PROCESSING FEE All approved returns are subject to a $5.95 return processing fee, which covers handling costs. This fee will be deducted from your refund.
HOW TO START A RETURN Contact us at help@ocean-root.com. Returns must be sent to: 17011 Nautical Pointe Ln, Houston, Texas, 77095. Items sent back without first requesting a return will not be accepted.
If you received a skin balm product that is defective or damaged, please contact us immediately at help@ocean-root.com and we will make it right.
EXCHANGES Choose an exchange over a return and we'll waive your $5.95 return processing fee entirely — no deductions from your exchange order. The processing fee waiver applies to exchanges on orders with a minimum purchase of $30.00.
To request an exchange, contact us at help@ocean-root.com and we'll guide you through the process.
DAMAGES & ISSUES Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you received the wrong item, so we can make it right.
SALE ITEMS & GIFT CARDS We cannot accept returns on sale items or gift cards.
GIFT CARD REFUNDS We cannot refund partially used Gift Cards. We will process cancellations and refunds only if the Gift Card has not been used. Once processed, the refund will be deposited to your original payment method within a few business days.
REFUNDS Once we receive and inspect your return, we'll notify you of approval status. If approved, you'll be refunded to your original payment method within 10 business days. If more than 15 business days have passed since approval, contact us at help@ocean-root.com.