Refund policy

30-day satisfaction policy

Eligible return requests must be made within 30 days of delivery. Founders Release purchases are not automatically final sale. Eligible products may be unopened or gently used. Reasonable product trial may qualify as gently used; products that are substantially consumed, intentionally altered, misused, or otherwise outside normal product evaluation may be excluded.

Normal preference/change-of-mind return shipping is the customer’s responsibility.

Founders Release payment and cancellation

Founders Release purchases are pre-orders. Customers pay 100% of the purchase price when the order is placed.

Production begins for a product when Nomadic Roots authorizes or commits that product's Founders Release production run for manufacturing.

You may cancel an applicable Founders Release product for a full refund until production begins for that product. Once production begins for that product, voluntary pre-order cancellation ends, subject to applicable law. For mixed-product orders, cancellation eligibility is evaluated by applicable product/item; production of one product does not end cancellation eligibility for another product that has not entered production.

Production notices and material delays

Email is the authoritative channel for material Founders Release production communications. Communications include order confirmation, material production updates when warranted, applicable-product production-start notification, material-delay or revised-estimate notification when applicable, and shipping/tracking notification. There is no fixed production-update cadence. The production-start email documents the milestone; customer acknowledgement or opening of the email is not required for production to begin.

If the estimated dispatch timeframe materially changes, affected customers will receive a revised estimate by email. Before applicable-product production begins, the Founders Release cancellation right remains available. Once production has begun, schedule delay alone does not create an additional voluntary cancellation right, subject to applicable law.

See our Shipping Policy for estimated dispatch, destinations and transit information.

Product/order changes

You may request product/order changes before production begins for the applicable product. Changes are subject to availability and feasibility and are not guaranteed. Product/order modifications are not promised after applicable-product production begins.

Damaged, defective, leaking, or incorrect merchandise

If merchandise arrives damaged, defective, leaking, or incorrect, please contact Client Services, preferably within 7 days of delivery, so the issue can be addressed promptly. This preferred reporting period does not waive rights under applicable law. We may request reasonable documentation, including photographs where appropriate. For qualifying merchandise, Nomadic Roots covers the appropriate resolution and associated shipping costs.

Exchanges and replacements

We do not offer standard direct exchanges. For ordinary preference changes, return an eligible product and place a new order, subject to availability. For damaged, defective, leaking, or incorrect merchandise, a replacement may be offered when appropriate and inventory permits. Replacement inventory is not guaranteed. If replacement is unavailable, an appropriate refund or another remedy may be provided.

How to request a return or cancellation

Contact Client Services at clientservices@nomadicroots.com. Include your name, order number, the applicable product/item, and the reason for your request. Returns must not be sent before contacting Client Services and receiving return instructions.

Refund initiation

Once a refund is approved, Nomadic Roots initiates the refund to the original payment method within 5 business days. Additional posting time may be required by your bank, card issuer, or payment provider.

Lost, delayed or disputed deliveries

For carrier loss, material transit delays, or delivered-but-not-received claims, contact Client Services. Nomadic Roots may investigate with the carrier and customer. A report of a missing package or a delivered tracking status does not automatically result in a refund or replacement. Depending on the circumstances, resolution may include replacement when appropriate and inventory permits, a refund when appropriate, or another remedy required by applicable law.

Inability to fulfill

If Nomadic Roots determines that it cannot fulfill a Founders Release product, the affected purchase will be refunded, including applicable item-level tax where required. For mixed orders, available products may be fulfilled when appropriate and unavailable items refunded rather than automatically cancelling the entire order. Mandatory store credit will not replace a refund.

Legal rights

Nothing in these voluntary policies limits rights or remedies available under applicable law.