Return Policy
Return and Withdrawal Policy
Last updated: 1 January 2026
This return and withdrawal policy (hereinafter referred to as the “Policy”) governs the conditions under which customers (individual consumers) may exercise the right of withdrawal from distance contracts concluded with SC Pro Natura Biotechnologies S.R.L., having its registered office at Jud. Ilfov, Sat Snagov, Comuna Snagov, Șoseaua Principală, Bl. D1, Etaj Parter, registered with the Registrul Comertului (Trade Register) under no. J2024020346007, CUI (tax identification number) RO50513932 (hereinafter referred to as “Rootful” or the “Seller”), through the online store rootful.ro.
We want every experience with Rootful products to be an exceptional one. Our dietary supplements — greens and superfoods — are manufactured in accordance with the highest quality and food safety standards. However, we understand that there are situations in which returning a product may be necessary, and this Policy explains exactly how this process works.
1. Right of withdrawal — 14 calendar days
In accordance with art. 9 of OUG 34/2014 (Government Emergency Ordinance 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 para. (3) and art. 14 of OUG 34/2014.
The withdrawal period is 14 calendar days and begins to run:
- for orders consisting of a single product: from the day on which you or a third party designated by you (other than the carrier) acquire physical possession of the product;
- for orders consisting of multiple products delivered separately: from the day on which you acquire physical possession of the last product;
- for orders with periodic delivery (subscriptions): from the day on which you acquire physical possession of the first product delivered under the subscription (see section 8 for details).
In order to comply with the withdrawal deadline, it is sufficient to send the communication concerning the exercise of the right of withdrawal before the expiry of the 14-day period.
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 does not apply to the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and which have been unsealed by the consumer after delivery.
Rootful dietary supplements (greens, superfoods, and all other products intended for human consumption) are sealed products. Once the packaging seal has been broken or the product has been opened, return is no longer possible, as we cannot guarantee the integrity, safety, and conformity of the product for another consumer. This restriction exists solely for the protection of your health and that of all our customers.
Furthermore, the right of withdrawal does not apply to:
- Art. 16 lit. (c): the supply of goods made to the consumer’s specifications or clearly personalised;
- Art. 16 lit. (d): the supply of goods which are liable to deteriorate or expire rapidly;
- Art. 16 lit. (i): the supply of digital content which is not supplied on a tangible medium if the 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 may use one of the following methods:
- Completing the Model Withdrawal Form (available in section 4 below) and sending it to the email address support@rootfulnutrition.com or by post to the address Jud. Ilfov, Sat Snagov, Comuna Snagov, Șoseaua Principală, Bl. D1, Etaj Parter;
- Sending a letter by post to the address 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 information;
- Sending an email to the address support@rootfulnutrition.com clearly stating your intention to withdraw, the order number, the product(s) concerned, and your contact information.
Steps to follow:
- Send the withdrawal statement (the completed form or an email/letter) within the 14 calendar day period;
- Await confirmation from the Rootful team (you will receive a confirmation email within a maximum of 24 business hours);
- Return the product(s) within no more than 14 calendar days from the date on which you communicated your decision to withdraw (see section 5 for return conditions);
- The refund shall be made in accordance with the provisions of section 7.
4. Model Withdrawal Form
In accordance with the Annex to OUG 34/2014 (Annex to Government Emergency Ordinance 34/2014), we provide you with the following model withdrawal form. Completing and sending this form is not mandatory — you may use any unequivocal statement — however, using it facilitates the processing of your request.
(please complete and submit this form only if you wish to withdraw from the contract)
To: SC Pro Natura Biotechnologies S.R.L., having its registered office at Jud. Ilfov, Sat Snagov, Comuna Snagov, Șoseaua Principală, Bl. D1, Etaj Parter
Email: support@rootfulnutrition.com
I/We hereby give notice that I/we withdraw from the contract of sale of the following products:
Product(s) (*): ___________________________________________
Order number (*): ___________________________________________
Order date (*) / Date of receipt (*): ___________________________________________
Name of consumer(s): ___________________________________________
Address of consumer(s): ___________________________________________
Date: ___________________________________________
Signature of consumer(s) (only where this form is submitted on paper):
___________________________________________
(*) Complete or delete as appropriate.
5. Product return conditions
For a return to be accepted, the products must cumulatively meet the following conditions:
- The product must be in its original packaging, sealed, and unopened — the safety seal must be intact;
- The product must not show any signs of use, damage, or alteration;
- The product must be accompanied by all accessories, labels, and documents received upon delivery (including the invoice);
- The return must be made within 14 calendar days from the date of communication of the withdrawal decision.
Packaging instructions for return:
- Place the product(s) in the original packaging;
- Include in the parcel a copy of the withdrawal form or the withdrawal confirmation received by email;
- Seal the parcel appropriately to prevent damage during transit;
- Ship the parcel to the following address: Jud. Ilfov, Sat Snagov, Comuna Snagov, Șoseaua Principală, Bl. D1, Etaj Parter.
6. Return costs
In accordance with art. 14 para. (1) of OUG 34/2014, in the event of exercising the right of withdrawal, the consumer shall bear the direct cost of returning the goods.
| Cost type | Borne by | Details |
|---|---|---|
| Return shipping cost | Consumer | The consumer selects the courier and bears the cost of shipping the product back to Rootful. |
| Initial (standard) delivery cost | Rootful | The standard initial delivery cost shall be refunded. If you selected a delivery method more expensive than the standard method, the difference shall remain at your expense (art. 13 para. (3) OUG 34/2014). |
| Product price | Rootful | The price of the returned products shall be refunded in full in accordance with the conditions of this Policy. |
7. Refund
In accordance with art. 13 of OUG 34/2014, Rootful shall reimburse all payments received from the consumer, including the standard delivery costs, without undue delay and in any event no later than 14 calendar days from the date on which it is informed of the decision to withdraw.
Refund method: The refund shall be made using the same means of payment used by the consumer for the initial transaction, unless the consumer has expressly agreed to a different method of reimbursement and provided that such method does not entail any additional costs for the consumer.
Refund timeline:
| Stage | Timeframe |
|---|---|
| Inspection of the returned product | Up to 5 business days from receipt of the parcel |
| Initiation of the refund | Up to 14 calendar days from the date of the withdrawal communication (but not before receipt of the goods or proof of dispatch) |
| Bank processing | 3–10 business days (depending on the issuing bank / payment processor) |
8. Right of withdrawal and the Subscription Programme
The Rootful Subscription Programme entails periodic deliveries of dietary supplements over a minimum commitment period of 3 (three) months, in accordance with the terms and conditions accepted at the time of enrolment. This section details 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 exclusively to the first delivery under the Subscription Programme. The 14-day period begins to run from the day on which the consumer or a third party designated by the consumer (other than the carrier) acquires physical possession of the first parcel.
8.2. Subsequent deliveries (2nd month, 3rd month, etc.)
Subsequent deliveries following the first shipment, made during the minimum commitment period of 3 months, constitute performance of the subscription contract to which the consumer has given express consent. These do not constitute separate contracts and, consequently, do not carry an individual right of withdrawal.
Summary of the right of withdrawal under the subscription:
| Delivery | Right of withdrawal (14 days) | Effect on subscription |
|---|---|---|
| First delivery | Yes — applicable | Withdrawal cancels the entire subscription |
| 2nd delivery (within the 3-month commitment) | No — contract performance | Subscription continues as per the contract |
| 3rd delivery (within the 3-month commitment) | No — contract performance | Subscription continues as per the contract |
| Deliveries after the minimum commitment period | No — but the subscription may be cancelled at any time | Cancellation takes effect from the next scheduled delivery |
8.3. Cancellation of subscription after the minimum commitment period
After the expiry of the 3-month minimum commitment period, you may cancel your subscription at any time from your account on rootful.ro or by contacting the support team at support@rootfulnutrition.com. The cancellation shall take effect from the next scheduled delivery. Products already dispatched cannot be the subject of cancellation.
9. Damaged or non-conforming products
Separately from the right of withdrawal, in the event that you receive a product that is damaged during transit, defective, expired, or non-conforming with the order placed, Rootful guarantees that the situation shall be remedied through replacement or a full refund, regardless of the condition of the packaging.
What falls within this category:
- Products with packaging damaged or destroyed during transit;
- Products whose expiry date has passed at the time of delivery;
- Products different from those ordered (shipping error);
- Products exhibiting visible manufacturing defects;
- Quantity delivered less than the quantity ordered and invoiced.
Reporting procedure:
- Contact us within no more than 48 hours of receiving the parcel at the email address support@rootfulnutrition.com;
- Describe the issue identified and attach clear photographs of the product and the packaging;
- The Rootful team shall review the request and communicate the solution to you within no more than 2 business days;
- Depending on the circumstances, you shall receive a replacement product (at no additional cost) or a full refund (including shipping costs).
Legal guarantee of conformity: The provisions of this section do not in any way limit the consumer’s rights provided for under Romanian legislation regarding the legal guarantee of conformity (Legea nr. 449/2003 (Law no. 449/2003) on the sale of products and associated guarantees, as subsequently amended).
10. Contact
For any questions related to the right of withdrawal, returns, or complaints, you may contact us through the following means:
| Company | SC Pro Natura Biotechnologies S.R.L. |
| Address | Jud. Ilfov, Sat Snagov, Comuna Snagov, Șoseaua Principală, Bl. D1, Etaj Parter |
| support@rootfulnutrition.com |
Alternative Dispute Resolution (ADR)
In accordance with European and national legislation on alternative dispute resolution, you have the right to refer your case to an alternative dispute resolution body if a complaint addressed to Rootful has not been resolved to your satisfaction.
- Autoritatea Nationala pentru Protectia Consumatorilor (ANPC) (National Authority for Consumer Protection): https://anpc.ro/
- Solutionarea Alternativa a Litigiilor (SAL) (Alternative Dispute Resolution): https://anpc.ro/ce-este-sal/
- European Online Dispute Resolution (ODR) Platform: https://ec.europa.eu/consumers/odr
The Rootful team is always available to find an amicable solution for any situation. We encourage you to contact us directly before resorting to dispute resolution bodies — we shall do our utmost to resolve the matter swiftly and in your favour.
