Refund policy

Returns

We want you to be happy with your NWVI order. You may request a return within 30 days of receiving your order.

To be eligible for a return, the item must be unused, clean, and in the same condition in which it was received, with its original packaging where applicable.

Because ROOT / 01 is a personal-care applicator designed for use with scalp and hair products, used products cannot be returned for change-of-mind reasons.

To request a return, please contact us through our Contact page with your order number and reason for the return. Please do not send a product back before receiving return instructions from us.

Damaged, defective or incorrect items

Please inspect your order when it arrives.

If your item arrives damaged, defective, leaking due to a product defect, or you receive the wrong item, contact us as soon as possible and include your order number and clear photos or video showing the issue.

If the issue is confirmed, we will work with you to provide an appropriate replacement or refund.

Non-returnable items

We cannot accept returns for:

  • Products that have been used or filled with oil or another product, except where the item is defective
  • Products damaged through misuse or improper cleaning
  • Items returned without prior authorization
  • Gift cards, if offered

Exchanges

If you would like a different color or variant, please contact us before returning your item. Exchanges are subject to availability.

Refunds

Once an approved return is received and inspected, we will notify you of the outcome.

If approved, the refund will be issued to your original payment method. Your bank or payment provider may require additional time to process and post the refund.

Original shipping charges are not refundable unless the product arrived damaged, defective, or incorrect.

Cancellations

If you need to cancel or modify an order, contact us as soon as possible. We will try to accommodate the request, but we cannot guarantee changes or cancellations once an order has entered fulfillment.

Contact

For return or refund questions, please contact us through our Contact page.