Return Policy
1. What If My Order Is Damaged Or Defective?
1. Notification Period: Please notify us of any damage within 48 hours of receiving the order. Damage reported to us after 48 hours may not be eligible for refund or replacement.
2. If you have concerns with product quality/quantity, please let us know prior to use of the products, while seals are still intact, within 48 hours of receiving your order. If issues are reported after use has begun, we are not able to replace or refund the item.
3. Contact Us: For assistance with damaged orders or other order-related concerns, please reach out to our customer support team via email at team@rogershood.com.
4. In order to help us serve you best, please provide your order number, a description of the damage, and clear photographic evidence of damaged products and packaging. If photos of the damage are not provided, we cannot guarantee our ability to refund or replace your items. This is a required part of our refund/replacement process.
5. Return Authorization: Await our confirmation before shipping the damaged item back to us. Damaged items may not need to be returned, and can be disposed of instead. Please await our confirmation before returning or disposing of damaged items.
6. Replacement or Refund: We will inspect photos of damage, and process a replacement or issue a refund, based on your preference.
7. Claims: Please allow us to submit a claim with the carrier so that we can issue your refund or replacement quicker. If customers submit claims with the carriers themselves, we are unable to refund or replace your order.
2. What If My Order Is Lost?
1. Notification Period: Please notify us if you have not received your package within 30 days of the original anticipated delivery date. Lost/missing packages reported to us after 30 days may not be eligible for refund or replacement.
2. Contact Us: Reach out to our customer support team via email at team@rogershood.com. Provide your order number and relevant details.
3. Investigation: We will initiate an investigation with the shipping carrier and provide updates on the status.
4. Resolution: Depending on the investigation outcome, we will send a replacement order or issue a refund. Per carrier policies, we are not able to refund or replace lost international orders until 30 days have passed since shipping. We appreciate your patience as we abide by these guidelines.
5. RogersHood Apothecary is not responsible for stolen packages. If a package was confirmed delivered to the correct address and you suspect it may have been stolen, unfortunately we are unable to take any further action.
6. Claims: Please allow us to submit a claim with the carrier so that we can issue your refund or replacement quicker. If customers submit claims with the carriers themselves, we are unable to refund or replace your order.
3. What If I No Longer Want My Order?
At RogersHood Apothecary, we are committed to providing the highest quality products made with care. Due to the nature of our products, all sales are final and we do not accept returns or exchanges once an order has been shipped.
Need to Cancel an Order?
If you need to cancel your order, you may do so before it ships by contacting our customer support team at team@rogershood.com. Please include your order number and “CANCEL” in the subject line for faster processing.
Once an order has shipped, it cannot be canceled, refunded, or returned.
4. Shipping Issues or Damaged Products:
If your order arrives damaged or there is an issue with your shipment, please contact us within 48 hours of delivery.
Canadian customers are responsible for return shipping costs if they choose to have it returned to sender.
Email team@rogershood.com with your order number, a description of the issue, and clear photos of the products and packaging.
We will work with you to resolve the situation as quickly as possible.
Thank you for choosing RogersHood Apothecary. We appreciate your understanding of our return policies, and if you have any questions or concerns, our customer support team is here to assist you.
Reach out to team@rogershood.com with any questions or concerns.