Return Policy
The most important thing to us is that you and your curls are happy! Please don’t hesitate to reach out to us if you are unsatisfied in any way by emailing us at support@strictlyroots.ca. If you’re more the type to speak over the phone, give us a call at +1 (647) 507-6687. If you don’t reach us directly, leave a voicemail and we’ll be happy to get back to you!
At this time we are unable to accept returns or exchanges for items that have been shipped and/or received.
With that being said, you are able to cancel your order if it has not yet been prepped for shipment and/or sent out for shipment.
Sale Items
Sale prices are only applicable on select items during the promotion period as stated per promotion. We unfortunately cannot backdate orders and/or change pricing once items have already been purchased. To avoid missing out on any current or upcoming promotions please subscribe to our mailing list! We’d be happy to have you as a part of our Strictly Roots family.
Damaged or Defective Products
Although we prepare and pack our items with love and care, we know things happen. Damaged or defective products may be returned to us after first contacting at support@strictlyroots.ca. Please place your name and order # in the subject line and include images of the products (as received by you) in your email to us.
Exchanges (if applicable):
We only replace items if they are defective or damaged, and at our discretion.
This means we may grant an exchange if we feel we caused the issue prior to shipping out, as we cannot guarantee any items once shipped (due to carrier and other unforeseen events). Please send us an email at support@strictlyroots.ca to discuss exchange options and if granted, it will be exchanged for the same item only. Please place your name and order # in the subject line and include images of the products (as received by you) in your email to us.
To return your product, we will provide you with the address via email. Depending on where you live, the time it may take for your exchanged product to reach you may vary.
Returns (if applicable):
To return your product, we will provide you with our return address via email.
Please do not send your purchase back to our return address unless you have made arrangements with a Strictly Roots representative. You will be responsible for paying for your own return shipping costs. Shipping fees originally paid by
you for your order are non-refundable.
You should consider using a trackable shipping service or purchasing shipping insurance such as REGULAR PARCEL (Canada) or TRACKED PACKET – AIR (USA). We don’t guarantee that we will receive your returned item.
Refunds (if applicable):
Refunds will be determined by our support team after you have contacted us. If a refund has been approved, please allow 3-7 business days for the refund to be processed, as your bank account or credit card company may take some time before it is officially posted.
Shipping costs are non-refundable. If you receive a refund, the paid cost of shipping will be deducted from your refund total.
Your happiness is our number one concern. If you would like to contact us with any questions or concerns, please don’t hesitate to email us at support@strictlyroots.ca and we’ll get back to you as soon as we can!