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Returns & Replacements - FAQ


We want you to love every item you order from us. If something isn't right, we'll fix it fast.

1) What should I do if my product arrives damaged or not working?

Contact us within 7 days of delivery with your order number and clear photo or short video showing the issue. We’ll open a case with our support team to arrange a replacement or refund.

2) How long do I have to request a return?

Notify us within 7 days for defective/damaged items. If the product listing includes “Free Return”, you typically have up to 15 days after delivery to send it back.

3) Do I have to pay for return shipping?
  • Free Return eligible: We’ll provide a prepaid return label.
  • Not Free Return: Return shipping may be buyer-paid; we’ll confirm before you ship.
4) Can I exchange an item?

We’ll process a refund or replacement, and you can place a new order for the item you want.

5) How long does a refund take?

After the supplier receives and verifies the return, refunds usually post within 5–10 business days to your original payment method.

6) What if returning the item costs more than it’s worth?

For low-value items, we may offer a partial refund without requiring a return, depending on the approval and the evidence provided.

7) What items are not eligible for return?
  • Intimate apparel/undergarments
  • Food/perishables
  • Personalized or customized items
  • Gift cards or digital downloads

Defective items in these categories are still covered—contact us.

8) How do I start a return or refund request?
  1. Email support@branchandroots.com
  2. Include order #, photos/video, and a brief description.
  3. We’ll confirm next steps (refund, replacement, or Free Return label).
9) What if my package never arrives?

If tracking shows no delivery past the estimated window, we’ll investigate. Confirmed lost packages receive a full refund or replacement.

10) How do “Free Return” products work?

Listings marked “Free Return” allow returns within 15 days of delivery (in eligible countries, including the U.S.). You’ll receive a prepaid label, and a refund is issued after inspection.

11) How can I check if an item has Free Return?

Look for the “Free Return” badge on the product page under the policy/benefits section. If you don’t see it, the product likely isn’t eligible.

12) How can I contact you?

Email us at support@branchandroots.com or use our Contact page. We typically respond within 24–48 hours.