Withdrawal and Returns Policy

Last updated: 15 September 2026

This withdrawal and returns policy (hereinafter the “Policy”) sets out the conditions under which customers (consumers who are natural persons) may exercise the right of withdrawal from distance contracts concluded with SC Pro Natura Biotechnologies S.R.L., with its registered office in Jud. Ilfov, Sat Snagov, Comuna Snagov, Șoseaua Principală, Bl. D1, Etaj Parter, registered with the Trade Register under no. J2024020346007, CUI (Unique Registration Code) RO50513932 (hereinafter “Rootful” or “the Seller”), through the online shop rootfulnutrition.com.

We want every experience with Rootful products to be an exceptional one. Our food supplements, gummies and capsules, are manufactured to the highest standards of quality and food safety. We do understand, however, that there are situations in which returning a product may be necessary, and this Policy explains exactly how that process works.

1. Right of withdrawal: 14 calendar days

In accordance with art. 9 of OUG 34/2014, you have the right to withdraw from the distance contract without giving any reason and without incurring any costs other than those provided for in art. 13(3) and art. 14 of OUG 34/2014.

The withdrawal period is 14 calendar days and begins:

• for orders with a single product: on the day on which you, or a third party designated by you (other than the carrier), take physical possession of the product;
• for orders with several products delivered separately: on the day on which you take physical possession of the last product;
• for orders with regular delivery (subscriptions): on the day on which you take physical possession of the first product delivered under the subscription (see section 8 for details).

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning the exercise of the right of withdrawal before the 14-day period has expired.

2. Exceptions to the right of withdrawal

In accordance with art. 16 of OUG 34/2014, the right of withdrawal does not apply in the following situations relevant to Rootful products:

The right of withdrawal also does not apply to:

• Art. 16 letter (c): the supply of goods made to the consumer's specifications or clearly personalised;
• Art. 16 letter (d): the supply of goods which are liable to deteriorate or expire rapidly;
• Art. 16 letter (i): the supply of digital content which is not supplied on a tangible medium, if performance has begun with the consumer's prior express consent.

3. How to exercise the right of withdrawal

To exercise your right of withdrawal, you must inform us of your decision to withdraw from the contract by means of an unequivocal statement. You can use one of the following methods:

1. Completing the online withdrawal and returns form, available at rootfulnutrition.com/en/pages/formular-retur. This is the quickest method: the request goes straight to our team and you receive confirmation by e-mail;
2. Sending an e-mail to support@rootfulnutrition.com clearly stating your intention to withdraw, the order number, the product(s) concerned and your contact details;
3. Sending a letter by post to the registered office in Jud. Ilfov, Sat Snagov, Comuna Snagov, Șoseaua Principală, Bl. D1, Etaj Parter, clearly stating your intention to withdraw, the order identification details and your contact details.

Steps to follow:

1. Send the withdrawal statement (the completed online form or an e-mail/letter) within the 14 calendar day period;
2. Wait for confirmation from the Rootful team (you will receive a confirmation e-mail within a maximum of 24 working hours);
3. Return the product(s) within no more than 14 calendar days of the date on which you informed us of your decision to withdraw (see section 5 for the return conditions);
4. The refund will be made in accordance with the provisions of section 7.

4. The withdrawal form

In accordance with the Annex to OUG 34/2014, we provide you with a model withdrawal form. Using it is not mandatory, as you can use any unequivocal statement, but completing it helps us process your request more quickly.

The form is available online, in interactive format. It contains all the elements required by the Annex to OUG 34/2014 (the addressee, the products, the order number and date, the date of receipt, the consumer's name and address, the date of the statement) and is sent directly to our team, with no need to print or scan anything.

5. Conditions for returning products

For a return to be accepted, the products must meet all of the following conditions:

• The product must be in its original packaging, sealed and unopened, with the safety seal intact;
• The product must show no signs of use, damage or alteration;
• The product must be accompanied by all the accessories, labels and documents received on delivery (including the invoice);
• The return must be made within 14 calendar days of communicating the decision to withdraw.

Packing instructions for returns:

1. Place the product(s) in the original packaging;
2. Include in the parcel a copy of the withdrawal confirmation you received by e-mail;
3. Seal the parcel properly to prevent damage in transit;
4. Send the parcel to our warehouse address: ROOTFUL Nutrition, Strada Frasinului nr. 11, Oras Otopeni, Jud. Ilfov, postcode 075100, recipient phone number 0753 014 098.

6. Return costs

In accordance with art. 14(1) of OUG 34/2014, where the right of withdrawal is exercised, the consumer bears the direct cost of returning the products.

7. Refunds

In accordance with art. 13 of OUG 34/2014, Rootful will refund all payments received from the consumer, including the costs of standard delivery, without undue delay and in any event within no more than 14 calendar days of the date on which it is informed of the decision to withdraw.

Refund method: The refund will be made using the same means of payment used by the consumer for the original transaction, unless the consumer has expressly agreed to a different refund method and provided that this does not incur any additional costs for the consumer. For orders paid cash on delivery to the courier, the refund is made by bank transfer to the IBAN account indicated by the consumer in the withdrawal form.

Refund timeline:

8. The right of withdrawal and the Subscription Programme

The Rootful Subscription Programme involves regular deliveries of food supplements over a minimum commitment period of 3 (three) months, in accordance with the terms and conditions accepted at sign-up. This section explains in detail how the right of withdrawal applies in the context of the subscription.

8.1. Right of withdrawal for the first delivery

The 14 calendar day right of withdrawal provided for by OUG 34/2014 applies only to the first delivery under the Subscription Programme. The 14-day period begins on the day on which the consumer, or a third party designated by the consumer (other than the carrier), takes physical possession of the first parcel.

8.2. Subsequent deliveries (month 2, month 3, etc.)

Deliveries after the first shipment, made within the 3-month minimum commitment period, constitute performance of the subscription contract to which the consumer has expressly agreed. They are not separate contracts and therefore do not carry an individual right of withdrawal.

Summary of the right of withdrawal under the subscription:

8.3. Cancelling the subscription after the minimum commitment period

Once the 3-month minimum commitment period has expired, you can cancel the subscription at any time from your account on rootfulnutrition.com or by contacting the support team at support@rootfulnutrition.com. Cancellation will take effect from the next scheduled delivery. Products already dispatched cannot be cancelled.

9. Damaged or non-conforming products

Separately from the right of withdrawal, if you receive a product that is damaged in transit, defective, expired or does not match the order you placed, Rootful guarantees to put the situation right through replacement or a full refund, regardless of the condition of the packaging.

What falls into this category:

• Products whose packaging was damaged or destroyed in transit;
• Products whose expiry date has passed at the time of delivery;
• Products different from those ordered (dispatch error);
• Products with visible manufacturing defects;
• A delivered quantity lower than the quantity ordered and invoiced.

Reporting procedure:

1. Submit the online form within no more than 48 hours of receiving the parcel, choosing the appropriate request type (damaged, wrong or expired product);
2. Describe the problem and send clear photographs of the product and packaging in reply to the confirmation e-mail you receive;
3. The Rootful team will review the request and let you know the solution within no more than 2 working days;
4. Depending on the case, you will receive a replacement product (at no extra cost) or a full refund (including shipping costs).

Legal guarantee of conformity: The provisions of this section in no way limit the consumer's rights under Romanian law on the legal guarantee of conformity (Law no. 449/2003 on the sale of products and associated guarantees, as subsequently amended).

10. Contact

For any questions about the right of withdrawal, returns or complaints, you can contact us by the following means:

Alternative dispute resolution (SAL)

In accordance with European and national legislation on alternative dispute resolution, you have the right to turn to an alternative dispute resolution body if a complaint made to Rootful has not been resolved satisfactorily.

• ANPC (National Authority for Consumer Protection): https://anpc.ro/
• Alternative Dispute Resolution (SAL): https://anpc.ro/ce-este-sal/
• European Online Dispute Resolution platform (SOL/ODR): https://ec.europa.eu/consumers/odr

The Rootful team is always available to find an amicable solution to any situation. We encourage you to contact us directly before turning to dispute resolution bodies, because we will do everything we can to resolve the situation quickly and in your favour.