Refund policy
RootFix Returns and Refunds Policy
The short version
You can return unopened, sealed products within 30 days of delivery for a full refund of the product price. Opened supplements can't come back, for safety reasons. If something arrives damaged, wrong, or missing, tell us within 7 days and we'll fix it at no cost to you.
We'd rather sort things out than have you stuck with a product that isn't working. Email info@grassrootsfm.com and a real person on our team will answer.
What you can and can't return
|
Item |
Returnable? |
|---|---|
|
Unopened, with the safety seal intact, within 30 days of delivery |
Yes, full refund of the product price |
|
Opened, or the seal is broken |
No |
|
Bought more than 30 days ago |
No |
|
Marked "final sale" on the product page |
No |
|
Refrigerated products (some probiotics) |
Only if damaged or wrong |
|
Damaged, defective, or not what you ordered |
Yes, at any point within 7 days of delivery (see below) |
Why we can't take back opened bottles: once a seal is broken, we can't confirm how the product was stored or handled, so we can't resell it or safely give it to someone else. This is standard across supplement sellers.
If a product didn't agree with you, stop taking it and let us know. If you're a GrassRoots patient, mention it at your next visit too. That's information your clinician will want.
Damaged, wrong, or missing orders
Email us within 7 days of delivery with your order number and a photo of the problem (a cracked bottle, a broken seal, the wrong item). You don't need to send anything back. We'll ship a replacement or refund you in full, including shipping, whichever you prefer.
If tracking shows your package as delivered but you can't find it, check with neighbors and your local post office first, then email us. We'll work with the carrier to trace it.
If your order hasn't arrived within 10 business days of shipping, email us and we'll look into it.
How to return something
- Email info@grassrootsfm.com with your order number and the items you want to return. Please don't mail anything before you hear back from us.
- We'll reply within 2 business days with the return address and instructions.
- Pack the unopened items securely and ship them back. We suggest a trackable method, since we can't refund a package we never receive.
If you're local, you can drop unopened items at the clinic, 89 South Main Street in West Lebanon, during office hours. Email us first so the front desk knows it's coming.
Return shipping. You cover return shipping unless the return is because of our mistake. Original shipping charges aren't refunded.
Refunds. Once your return arrives and we've checked it, we'll refund the product price to your original payment method within 5 business days and email you to confirm. Your bank may take another 5 to 10 business days to post it. If you used a discount code, the refund is the amount you actually paid.
Cancellations, exchanges, and contact
Cancelling. Email us as soon as you can. If your order hasn't shipped, we'll cancel it and refund you in full. Once it's shipped, the return rules above apply.
Exchanges. We don't swap products directly. Return the unopened item for a refund and place a new order for what you want.
Questions about a return go to info@grassrootsfm.com, GrassRoots Functional Medicine (RootFix), 89 South Main Street, West Lebanon, NH 03784.
Effective October 20, 2026.