Refunds Policy

1. Your right to a refund

Under the Sale of Goods and Supply of Services Act 1996 and the Consumer Protection (Distance Selling) Order 2005 you have certain rights to a refund. This policy explains how those rights apply to your purchases from Roots by the Sea Ltd (trading as Roots by the Sea ).

2. Refund window

You can request a refund within 14 days of:

• The date of purchase, for one-off services
• The date of delivery, for physical goods (if applicable)
• The first day of a new billing period, for recurring subscriptions

Some services may not be eligible for refund once they have been substantially delivered (e.g. a one-to-one consultation that has already taken place). Check your specific purchase or subscription confirmation for details.

3. How to request a refund

Email us at roots@roots.com with:

• Your order or subscription reference
• The reason you'd like a refund
• Whether you'd like a refund or a credit

We aim to respond within 3 working days and process approved refunds within 14 days.

4. How refunds are paid

Refunds are credited back to the original payment method used for the purchase:

• Card payments: refunded to the original card. Allow 3-5 working days to appear on your statement.
• Direct Debit: paid by bank transfer to the same bank account.

5. When you may not be entitled to a refund

You may not be entitled to a refund if:

• The service has been fully delivered before you change your mind
• The product is bespoke or made-to-order
• You have already used a substantial portion of a credit-based service
• The refund window has expired

This does not affect your statutory rights if the goods or services are faulty, not as described, or not fit for purpose.

6. Faulty goods or services

If a service was not delivered as agreed, or a product is faulty, you have additional rights under Isle of Man consumer protection law. Contact us at roots@roots.com and we will work with you to put it right — through repair, replacement, partial refund or full refund as appropriate.

7. Disputes

If we cannot agree on a refund and you believe you are entitled to one, you may:

• Contact your card issuer to raise a chargeback (card payments)
• Use the Direct Debit Guarantee to claim a refund from your bank (DD payments)
• Refer the matter to the Isle of Man Office of Fair Trading

8. Contact

For all refund requests: roots@roots.com.