Refund Policy
Last Updated: June 2026
At Pure Roots Gold, we strive to deliver our products in perfect condition. Refunds are only available for products that are damaged during transit or received with a damaged/tampered seal.
Refund Eligibility
A refund will be considered only if:
- The product is damaged during delivery.
- The product seal is broken, damaged, or appears tampered with upon delivery.
- The wrong product is delivered.
Mandatory Unboxing Video Requirement
To be eligible for any refund or replacement, customers must record a continuous, unedited video while opening the delivery package.
The video must clearly show:
- The sealed outer package before opening.
- The shipping label and order details.
- The complete unboxing process without any cuts or edits.
- The condition of the product and its seal.
Refund or replacement requests submitted without a valid unboxing video will not be accepted.
Reporting a Claim
Any damage, seal issue, or incorrect product must be reported within 24 hours of delivery.
Customers must provide:
- The unboxing video.
- Clear photographs of the product and packaging.
- Order details.
Refund Processing
- After verification of the claim, the refund or replacement request will be approved.
- Approved refunds will be processed to the original payment method within 5–7 business days.
Non-Refundable Situations
Refunds or replacements will not be provided if:
- No unboxing video is provided.
- The unboxing video is edited, incomplete, or unclear.
- The product has been opened, consumed, or used.
- Damage occurred after delivery due to customer handling.
- The claim is reported after 24 hours of delivery.
- The customer changes their mind after receiving the product.
By placing an order with Pure Roots Gold, customers acknowledge and agree to this Refund Policy and the mandatory unboxing video requirement for all damage-related claims.