Earth Root

Returns & Refunds

Simple and fair, with a 30-day promise on every bar.

Returns14 daysUnopened, from delivery
Opened productsReaction or damageThe only exceptions
The 30-day promiseUse it, then decideSee section 3

Earth Root · Last updated 19 October 2026

How returns and refunds work for Earth Root: what qualifies, what to do, and how long each step takes.

1. Returns within 14 days

You can return your order within 14 days of delivery if:

  • the product is unopened and unused, in its original packaging, and
  • you have your order number or receipt.

Return shipping is paid by you, unless your order arrived damaged or wrong. Items sent back without a return authorisation can’t be accepted.

2. Opened products

For hygiene reasons, we can’t accept returns of opened products, with two exceptions:

  • An allergic reaction. Stop using it, and email us within 14 days of delivery with a short description and a photo.
  • Damaged or faulty on arrival. Email us within 48 hours of delivery with a photo.

3. The 30-day promise

The 30-day promise covers the Earth Root Brightening Soap Bar. Give it a real chance. If you’ve used it properly for 30 days and you’re not happy, you can ask for your money back.

  1. Use it for 30 days. Use the bar every day, as directed on the pack, for 30 days in a row.
  2. Take two photos. One of the area before your first use, and one on day 30. Take both in similar light, with no filters or editing.
  3. Send them within 30 days. Email both photos and your order number to contact@softr.store within 30 days after your 30 days end.
  4. Get your refund. If your request meets these conditions, we refund your order. You don’t need to send the product back.

Requests without both photos, or sent outside the 30-day window after day 30, aren’t covered.

4. Cancelling an order

Changed your mind before it ships? Email us within 2 hours of ordering and we’ll cancel it. If it has already shipped, follow the return steps below.

5. How to start a return

  1. Email us at contact@softr.store with your order number, the reason for the return, and photos if it arrived damaged.
  2. Get your authorisation. We send you the return address and instructions.
  3. Send it back with a tracked service, within 14 days of delivery.

6. How refunds work

  • Check, up to 7 business days. Once your return arrives (or your 30-day request comes in), we check it and let you know whether the refund is approved.
  • Refund, up to 10 business days. Approved refunds go back to your original payment method. Your bank may need a few extra days to show it.
  • Confirmation. You get an email the moment the refund is sent.

7. Damaged, wrong or missing orders

  • Damaged or faulty: email us within 48 hours of delivery with a photo. We send a replacement or a full refund, your choice.
  • Wrong item: we cover the return shipping and send the right one.
  • Never arrived: if it’s past the estimated delivery window, tell us and we’ll open an investigation with the carrier.

Still have a question?

Email contact@softr.store and include your order number if it’s about an order. We reply within 1 business day.

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