Last updated: October 27, 2026
We want every Gentle Root product to earn its place in your home. If it doesn't work for you, send it back within 60 days for a full refund. For U.S. orders, the return label is on us.
Our 60-day money-back guarantee
- You have 60 days from the date of delivery to request a return.
- You get a full refund of the price you paid for the returned items. Original shipping charges and Shipping Protection are not refunded, unless the item arrived damaged, defective or wrong.
- U.S. orders: we send you a prepaid return label, so returning costs you nothing.
- Orders shipped outside the United States: we email you return instructions. For change-of-mind returns from outside the United States, return shipping is paid by the customer.
- Products can be used, tried and installed. You do not need the original packaging, but please send back all the parts that came in the box.
How to start a return
- Email us at gentle.root.project@gmail.com within 60 days of delivery, with your order number and the items you want to return. A short note on why helps us improve, but it is not required.
- We reply with your prepaid return label (U.S. orders) or return instructions (orders outside the United States), and the return address.
- Pack the items, attach the label and drop the package off with the carrier within 14 days of our email.
Please don't send items back without contacting us first: returns without a label from us may be delayed or lost.
Refund timing
Once your return reaches us, we issue your refund to your original payment method within 5 business days and send you a confirmation email. Depending on your bank or card issuer, it may take a few more business days to appear on your statement.
Damaged, defective or wrong items
If an item arrives damaged, stops working or is not what you ordered, email us within 30 days of delivery with your order number and a photo of the problem. We will send a free replacement or a full refund, whichever you prefer, and you will not pay for any return shipping, wherever we shipped your order. In some cases we may not need the item back.
If you think a product has a safety problem, stop using it and contact us right away.
Exchanges
Need a different size or model (for example a different Gentle HugGate or Gentle HugYard size)? Email us and we will help you swap it: we handle an exchange as a return plus a new order, so you get the right item without waiting for the refund.
Exclusions
There are no exclusions: every Gentle Root product is covered by the 60-day guarantee. Requests made more than 60 days after delivery are not eligible, except for damaged, defective or wrong items reported within 30 days.
Gifts
If you received a Gentle Root product as a gift, you can return it within 60 days of delivery for store credit in your name. Just tell us the order number or the name of the person who bought it.
Questions
Email gentle.root.project@gmail.com. Gentle Root LLC, 8 The Green, Ste A, Dover, DE 19901, USA.