Refund & Returns Policy.
We want every piece of Potent Roots gear to hit right. If something is not right with your order, here is exactly how returns, exchanges and refunds work for Potent Roots merch and accessories.
to start a return from the day your order is delivered.
to report a damaged, defective or wrong item.
for your refund to show up after we receive and check your return.
1. What you can return
You can return or exchange most Potent Roots merch within 30 days of delivery, including hoodies, T-shirts, hats, book bags, rolling trays, lighters and pillows.
- Items must be unused, unworn and unwashed, with original tags and packaging.
- Items must be free of smoke odor, stains, pet hair or damage.
- Proof of purchase (your order number) is required.
2. What we cannot take back
- Face masks, for health and hygiene reasons.
- Items marked Final Sale or Clearance.
- Gift cards.
- Items that were worn, washed, used or damaged after delivery.
- Original shipping charges are not refundable.
3. How to start a return or exchange
- Email Support@PotentRoots.com within 30 days of delivery with your order number, the item, and the reason for the return.
- We will reply within 2 business days with return instructions and the return address.
- Pack the item securely and ship it back with a tracking number. Returns sent without approval may be delayed.
You pay return shipping unless the item arrived damaged, defective or wrong.
4. Refunds
Once your return arrives, we inspect it and email you to confirm. Approved refunds go back to your original payment method within 5 to 10 business days, depending on your bank or card company.
Orders that used a Potent Roots discount code (including codes won in the Potent Roots GAME) are refunded for the amount you actually paid. Used codes are not reissued.
5. Exchanges
Need a different size or color? Request an exchange the same way as a return. Exchanges are based on what is in stock. If the item you want is sold out, we will issue a refund instead. Free items won through a promotion, like the free Potent Roots T-shirt, can be exchanged for a different size but are not refundable.
6. Damaged, defective or wrong items
If your order arrives damaged, defective or not what you ordered, email Support@PotentRoots.com within 7 days of delivery with your order number and clear photos of the item and packaging. We will send a replacement or a full refund, and we cover the shipping both ways.
7. Lost or late packages
Once an order ships, you will get tracking. If tracking shows delivered but you cannot find your package, check with neighbors and your local post office first, then contact us. We will help you open a claim with the carrier. For delivery questions, email Delivery@PotentRoots.com.
8. Cancellations
Want to cancel? Email us as soon as possible. If your order has not shipped yet, we will cancel it and refund you in full. Orders that have already shipped follow the return process above.
9. Questions
Reach out before filing a chargeback so we can make it right fast. Email Support@PotentRoots.com or use our contact page.