Refund policy

Return / Refund Policy

If you've changed your mind, need to update your order, or noticed an error, please review the following return guidelines.

We understand that preferences can shift. If you decide not to keep your order, you may return eligible items within 14 days of delivery for a full refund, provided they meet the conditions outlined below.

Once your approved return is confirmed as in transit back to our facility, we will promptly process your refund.

Important Return Conditions

  • All items must be returned sealed, unopened, and in their original condition.
  • The clear vacuum-sealed bag that the product comes in must remain fully intact. If the vacuum seal has been broken, tampered with, punctured, or opened in any way, the product is not eligible for return or refund.
  • Smokeable and edible products are not returnable or refundable. This includes, but is not limited to, flower, pre-rolls, concentrates, gummies, marshmallows, and other consumable products.
  • Products with broken seals, opened packaging, altered packaging, or any signs of use will not qualify for a refund.
  • All returns must be authorized prior to being sent back. Unauthorized returnsโ€”items sent without prior approvalโ€”will not be accepted.
  • Any unauthorized returns or items returned with broken seals, including broken vacuum seals, may be shipped back to the customer at the customerโ€™s expense.
  • Products that become damaged, broken, or defective due to use, mishandling, improper storage, or normal wear after being opened are not eligible for return, exchange, or refund. This includes vapes, vape carts, vape pens, and other similar products.

Gummies & Marshmallows โ€“ Heat & Storage Policy

Gummies and marshmallows are temperature-sensitive products and may soften, melt, stick together, or change in texture when exposed to excessive heat or humidity during transit or after delivery.

Because temperature and storage conditions are outside of our control once a package has been transferred to the shipping carrier, melting, softening, sticking, or texture changes caused by heat or improper storage are not eligible for return, replacement, exchange, or refund.

We strongly recommend retrieving packages as soon as possible after delivery and storing gummies and marshmallows in a cool, dry location away from direct sunlight and excessive heat.

Once an order has been transferred to the shipping carrier, Island Roots cannot control the temperatures, weather conditions, or length of time the package may be exposed to heat during transit or after delivery.

Customers are responsible for promptly retrieving packages after delivery and properly storing products in a cool, dry place away from direct sunlight and excessive heat.

Opened Products: Once gummies or marshmallows have been opened, we cannot verify how the products were handled, stored, or the conditions they were exposed to. Therefore, opened products are not eligible for refunds, replacements, or credits due to melting, sticking, texture changes, or other heat-related issues.

Island Roots is not responsible for product damage or changes caused by heat, humidity, improper storage, or packages left outdoors after delivery.

Address & Shipping Issues

  • Orders returned due to incorrect or incomplete addresses provided by the customer will be refunded minus the original shipping cost.

  • This applies even to orders that qualified for free shipping, as we must recover the actual shipping expense incurred when the order was sent.

If you have any questions or need assistance, please contact us at info@islandroots.shop โ€” weโ€™re always happy to help and appreciate your support of our small family business.