Shipping, Returns & Cancellation Policy

01Where We Ship

ROOTÉ may ship products to the United States, Israel, and additional international destinations supported at checkout. Product availability may vary by country because of:

• product classification
• regulatory requirements
• import rules
• prescription requirements
• carrier restrictions
• inventory
• and fulfillment capabilities

The fact that the ROOTÉ website is accessible in a country does not necessarily mean that every ROOTÉ product can legally or operationally be shipped there. The shipping address entered at checkout determines the applicable delivery options.

02Israeli Customers

ROOTÉ currently serves customers in Israel and may provide a localized Hebrew/RTL purchasing experience. Orders shipped to Israel remain subject to Israeli consumer-protection requirements, applicable customs and import rules, product-specific regulatory requirements, and any mandatory rights available to Israeli consumers. Nothing in this Policy is intended to reduce a statutory right available under Israeli law.

03Order Processing

After you place an order, you will receive an order confirmation. Orders are generally processed only after successful payment authorization, inventory confirmation, address validation where applicable, and completion of any required eligibility or medical review.

Estimated processing times are displayed at checkout, in the order confirmation, or in subsequent service communications where available. Orders requiring eligibility or medical review begin fulfillment only after the required review has been completed. Business days generally exclude weekends and applicable public holidays. Processing time is separate from shipping/transit time.

04Orders Requiring Medical or Treatment Review

Certain products or programs may require additional information, eligibility verification, prescription review, or approval by an appropriately licensed healthcare professional. Such orders will not be dispatched until all required approvals are completed. Submitting payment or receiving an automated ROOTÉ recommendation does not itself constitute medical approval. If the required approval is not granted, ROOTÉ will cancel or modify the applicable order and handle any payment already collected in accordance with applicable law and the terms shown at checkout.

05Shipping Methods and Carriers

Available shipping methods and carriers will be displayed at checkout where possible. ROOTÉ may use different carriers depending on destination, parcel size, product type, delivery speed, carrier availability, and fulfillment center. Estimated transit times for the United States, Israel, and other international destinations are shown at checkout or in the applicable shipping estimate where available. Transit times are estimates unless ROOTÉ expressly states that a delivery date is guaranteed.

06Delivery Estimates

Delivery estimates begin after an order has completed processing and has been handed to the carrier. Delivery may be affected by circumstances outside ROOTÉ's reasonable control, including:

• customs processing
• import inspections
• carrier delays
• holidays
• security events
• weather
• strikes
• incorrect address information
• local delivery restrictions
• and other transportation disruptions

ROOTÉ will make reasonable efforts to assist customers when a shipment is delayed. Nothing in this section removes statutory rights that may arise from failure to supply goods within a legally required or contractually agreed period.

07Shipping Costs

Shipping charges, if any, will be displayed before the customer completes payment. ROOTÉ may offer free shipping, discounted shipping, or minimum-spend thresholds in selected markets or during selected promotions. The applicable shipping price shown at checkout forms part of the order.

08Customs, Duties and Import Taxes

International shipments may be subject to:

• customs duties
• VAT
• import taxes
• brokerage fees
• regulatory fees
• or other charges imposed by governmental or carrier authorities

Where ROOTÉ collects such charges at checkout, this will be disclosed. Where such charges are not collected by ROOTÉ and applicable law permits them to be charged separately, the recipient may be responsible for payment. Customers should not assume that an international shipping charge includes customs or import taxes unless checkout expressly states that it does.

09Import Restrictions

Some products may be subject to additional restrictions when shipped internationally. ROOTÉ may cancel or restrict an order if we reasonably determine that:

• the product cannot lawfully be imported
• required documentation is unavailable
• a prescription or other authorization is required
• the carrier will not transport the product
• or supplying it would violate applicable law

Where an order is cancelled by ROOTÉ before shipment for such a reason, amounts collected for the unavailable product will be refunded as required.

10Delivery Address

Customers are responsible for providing a complete and accurate delivery address. Please review your address carefully before completing checkout. If you discover an error, contact support@roote.us as soon as possible. We will attempt to correct the address before dispatch, but we cannot guarantee that changes can be made once an order has entered fulfillment or been transferred to the carrier.

11Tracking

Where tracking is available, ROOTÉ will provide a tracking number or shipment-status link by email, through the customer's account or through another service communication. Carrier tracking information is controlled by the carrier and may occasionally be delayed or inaccurate.

12Packages Marked Delivered

If tracking shows that your package was delivered but you cannot locate it:

• check the delivery location and surrounding area
• check with household members, reception or neighbors where appropriate
• review any carrier delivery photograph or notice
• contact the carrier where appropriate
• and contact ROOTÉ if the shipment still cannot be located

ROOTÉ will reasonably assist with the investigation.

13Lost Shipments

If you believe a shipment has been lost, please contact support@roote.us as soon as reasonably possible. Please provide:

• your order number
• your full name
• delivery address
• and any relevant carrier information

ROOTÉ may open an investigation with the carrier before issuing a replacement or refund. Any internal reporting deadline used by ROOTÉ does not eliminate mandatory rights that applicable law gives the customer.

14Damaged, Incorrect or Defective Products

If your order arrives damaged, defective, leaking, contaminated, incorrect, incomplete, or materially different from what you ordered, please contact ROOTÉ promptly at support@roote.us. Include where reasonably possible:

• your order number
• a description of the issue
• photographs of the product
• photographs of the external packaging
• lot/batch number
• and expiration date where applicable

Do not use a product if you reasonably believe it may be unsafe. ROOTÉ may provide replacement, refund, store credit where agreed, or another remedy depending on the circumstances and applicable law.

15ROOTÉ Voluntary Return Policy

In addition to mandatory statutory rights, ROOTÉ may accept voluntary returns of eligible unopened and unused non-prescription products during any voluntary return period stated on the applicable product page, at checkout, or in the order confirmation. If no separate voluntary return period is stated, the customer retains all mandatory statutory rights but no additional voluntary return period is promised by this Policy.

To qualify under this voluntary policy, a product should generally be:

• unopened
• unused
• in its original packaging
• and in resalable condition

This voluntary policy is in addition to, and does not replace, any greater right available under applicable law. Any voluntary return period offered by ROOTÉ will be disclosed to the customer before or at the time of purchase.

16Opened Products

Because many ROOTÉ products are personal-care, health-related or ingestible products, ROOTÉ may be unable to accept certain opened products under its voluntary return policy for health, hygiene, contamination or safety reasons.

However, the fact that a product has been opened or used does not automatically remove a statutory consumer right where applicable law provides otherwise. In particular, Israeli distance-sale rights should not be reduced merely by ROOTÉ's voluntary “unopened product” policy where the law grants a broader right. Official Israeli consumer guidance states that use of a product does not by itself prevent exercise of the statutory distance-sale cancellation right.

17Medicines and Other Legally Excluded Products

Certain types of products may be excluded from statutory cancellation rights where applicable law expressly provides an exception. Israeli consumer guidance identifies certain perishable goods, including medicines, among products for which the ordinary distance-sale cancellation right may not apply.

ROOTÉ will apply such an exclusion only where the specific product legally falls within that exception. ROOTÉ does not apply a blanket rule that every prescription-strength or regulated product is automatically non-returnable. Instead, return eligibility will depend on:

• the legal classification of the product
• whether it has been dispensed
• applicable safety requirements
• and the mandatory law governing the transaction

18Personalized or Custom Products

Products manufactured or prepared specifically according to individual customer specifications may have different cancellation rights where permitted by law. A treatment recommendation generated for a customer does not automatically make every physical ROOTÉ product a legally “custom-made product.” ROOTÉ will rely on this exception only where the legal requirements for personalized/custom goods are actually satisfied.

19How to Start a Return

To request a return, contact support@roote.us and provide:

• your order number
• name
• product(s) you wish to return
• and reason for the request

ROOTÉ will provide return instructions where required. Do not send a return to a fulfillment center without receiving the applicable return instructions, as different products may be handled at different locations.

20Return Shipping

For voluntary returns that are not related to a defect, incorrect item, non-conformity, or another matter for which ROOTÉ is legally responsible, the customer is responsible for return shipping unless ROOTÉ states otherwise in writing or applicable law requires a different result.

If the cancellation or return results from defective goods, non-conformity, incorrect goods, or another circumstance in which applicable law requires ROOTÉ to bear return costs, ROOTÉ will do so as required. For qualifying Israeli distance-sale cancellations resulting from a defect, non-conformity or failure to supply as agreed, applicable consumer rules generally prohibit charging cancellation fees and place the return/collection obligation on the business as provided by law.

21Refunds

Once ROOTÉ receives and, where appropriate, inspects a returned product, we will notify the customer regarding the refund. Approved refunds will generally be returned to the original payment method. Banking and payment-provider processing time may cause a delay between ROOTÉ issuing a refund and the amount appearing in the customer's account. ROOTÉ will comply with any shorter or specific refund deadline imposed by applicable law.

22Israeli Statutory Cancellation Rights

Israeli consumers purchasing through a qualifying distance-sale transaction may have cancellation rights under the Israeli Consumer Protection Law. These rights exist in addition to ROOTÉ's voluntary return policy. For qualifying goods transactions, Israeli law generally provides a statutory cancellation period in the circumstances specified by law, commonly up to 14 days from the relevant statutory starting point. ROOTÉ will not use this Policy to shorten any mandatory statutory period.

23Cancellation Fees for Israeli Consumers

Where Israeli law permits ROOTÉ to charge a cancellation fee for a qualifying distance-sale cancellation that is not due to a product defect, non-conformity, failure to supply as promised, or another reason exempting the consumer from cancellation fees, the fee will not exceed the amount permitted by Israeli law. This is generally 5% of the transaction price or ₪100, whichever is lower, where that statutory rule applies.

Where cancellation results from a qualifying defect, non-conformity or failure to supply on time, ROOTÉ will not impose a cancellation fee where Israeli law prohibits such a fee.

24Refund Timing for Israeli Cancellations

For qualifying Israeli distance-sale cancellations, ROOTÉ will process the applicable refund within the period required by Israeli law. Current official guidance states that the business must generally return the applicable payment within 14 days after receiving the cancellation notice, subject to the circumstances and statutory rules governing the particular transaction.

25Extended Rights for Certain Israeli Consumers

Israeli law provides extended cancellation rights in certain distance-sale transactions for qualifying senior citizens, new immigrants, and persons with disabilities. In qualifying cases, the cancellation period may extend to four months, subject to statutory conditions, including requirements concerning the nature of the interaction through which the transaction was made.

ROOTÉ will honor these rights where applicable. ROOTÉ may request legally permitted documentation necessary to verify entitlement to the extended statutory period.

26How Israeli Customers Can Cancel

Where Israeli law gives a customer a right to cancel, ROOTÉ will permit cancellation through legally required methods. These may include:

• telephone
• email
• registered mail
• in person where applicable
• and, for qualifying transactions made online, an online cancellation mechanism

Israeli law requires a business that permits transactions online to provide a clear and prominent dedicated cancellation link where the statutory requirements apply. Where required, ROOTÉ provides a clear and accessible online cancellation option, which may be labeled ביטול עסקה / Transaction Cancel as a clearly visible link. Cancellation email: support@roote.us · Cancellation phone: +1 (310) 651-7283 · Mail: 91 ENTERPRISE LLC / ROOTÉ, PO BOX 48112, Los Angeles, CA 90036, United States. ROOTÉ will publish any additional cancellation contact channel or local contact information required by applicable Israeli law.

27Cancelling Before Dispatch

If you want to cancel an order before it ships, contact ROOTÉ as quickly as possible. If the order has not entered irreversible processing, has not been dispensed where relevant, and has not shipped, we will make reasonable efforts to cancel it before dispatch.

If cancellation is successfully completed before dispatch, the applicable payment will be refunded. If the order has already shipped, the applicable return/cancellation rules will apply. Mandatory statutory cancellation rights remain unaffected.

28Recurring Orders and Subscriptions

A recurring order or subscription will begin only after the customer affirmatively agrees to it. Before the subscription is activated, ROOTÉ will clearly disclose:

• the amount charged initially
• recurring price
• billing frequency
• shipment frequency
• program duration where applicable
• automatic-renewal terms
• and how to cancel

Optional recurring billing should not be activated through a pre-checked box.

29Cancelling a Subscription

Customers may cancel future subscription renewals using their account (Account → Subscription → Cancel) or by email at support@roote.us, and through any additional cancellation method required by applicable law. ROOTÉ makes cancellation reasonably straightforward and does not require a customer to speak with a sales representative merely to stop future billing where an online cancellation method is legally required.

30Effect of Subscription Cancellation

Cancelling a subscription means that ROOTÉ will stop applicable future renewals and future recurring shipments after cancellation becomes effective. Cancellation does not necessarily reverse an order already processed, refund a product already delivered, delete the customer's ROOTÉ account, or delete hair-analysis/progress data. Those are separate actions governed by the applicable cancellation, return and privacy rules.

31Orders Already Processing

A recurring order may already have entered processing before the subscription cancellation request is received. Where applicable law permits, an already-processed order may remain payable and may be shipped. Any statutory cancellation right that applies to that order remains unaffected. Any order-processing cutoff that materially affects cancellation of a recurring order will be disclosed before purchase or in the subscription-management experience — a cutoff applies only if it is actually implemented and disclosed to the customer.

32Refunds Do Not Automatically Delete Your ROOTÉ Data

Cancelling or refunding a purchase does not automatically delete your account, hair analysis, photographs, progress history, or other personal information. Privacy deletion requests are handled separately under the ROOTÉ Privacy Policy. Customers may contact support@roote.us to exercise applicable privacy rights.

33Promotional Items and Gifts

Where a purchase includes free products, promotional items, gifts, or bundled discounts, refund calculations may take account of the structure of the original transaction to the extent permitted by applicable law. Mandatory consumer rights will always take priority.

34Bundles and Programs

ROOTÉ programs may contain multiple products and services. Return eligibility may therefore differ between individual components — for example, an unopened physical product, a digital analysis, a clinician service, and a shipped personalized treatment may be subject to different legal rules. Before checkout, ROOTÉ discloses the material cancellation terms applicable to the specific program being purchased.

35Product Safety Issues and Recalls

If ROOTÉ becomes aware of a product safety issue or recall affecting an order, ROOTÉ may contact affected customers, provide instructions, replace the product, issue a refund, or take other appropriate corrective action. Customers should follow any safety or recall instructions promptly.

36Chargebacks

We encourage customers to contact ROOTÉ first if they believe a billing or fulfillment error has occurred so that we can attempt to resolve the issue promptly. Nothing in this section limits rights available through a payment provider or under applicable law. Fraudulent or knowingly false chargebacks may result in restriction of an account where legally permitted.

37Changes to This Policy

ROOTÉ may update this Shipping, Returns & Cancellation Policy as shipping destinations change, carriers change, fulfillment systems evolve, products change, or applicable law changes. The effective date will be updated at the top of this page. Changes will not retroactively eliminate mandatory rights relating to an order already placed.

38Contact ROOTÉ

For shipping, returns, refund or cancellation questions: ROOTÉ / 91 ENTERPRISE LLC — Email: support@roote.us · Phone: +1 (310) 651-7283 · Mail: PO BOX 48112, Los Angeles, CA 90036, United States · Website: https://roote.us.