Returns & Refunds
We want you to love every squish. If something's not right, here's how we'll make it right.
Popped, damaged or faulty? We replace it free.
If any item pops, tears, leaks or arrives damaged within 30 days of delivery, email support@therootstead.com with your order number and a photo. We'll send a free replacement or a full refund for that item, whichever you prefer. You don't need to send anything back.
Wrong item or missing piece?
Email us within 30 days of delivery with your order number and a photo of what you received. We'll send the missing or correct item at no cost.
Changed your mind?
You can return unused items in their original packaging within 30 days of delivery. Email us first to get return instructions — returns sent without contacting us can't be processed. Return shipping is paid by the customer, and once we receive the item we'll refund the product price to your original payment method.
Refund timing
Approved refunds are issued within 2 business days. Depending on your bank, it can take 5–10 business days to appear on your statement.
Items we can't accept for change-of-mind returns
Items that have been used, washed, or aren't in their original packaging, unless they're faulty (see above — faulty items are always covered).
UK customers
You have the right to cancel your order within 14 days of delivery under UK consumer law, in addition to the policy above.
Before opening a dispute, talk to us
If anything goes wrong, please email us first. We reply within 24 hours on business days and we'll almost always sort it faster than a bank dispute can.