Refund policy
Last updated: 21 September 2026
Physical products
You can request a return of your tungsten electrode case within thirty days of delivery. The case and cap must be unused and in their original condition.
How to return a physical product
Reply to your order receipt or email hello@rootpass.co with your order number before mailing a return. We will provide the return instructions and address. Please do not send a return to an address on your package without contacting us first.
You pay return postage unless the item arrived damaged, defective or incorrect. There is no restocking fee, and we do not deduct the cost of the original free shipping from an approved refund.
Damaged, defective or incorrect items
If something is wrong with your order, contact us with your order number and a description of the issue. Photos can help us resolve the problem. We cover return postage when an item is damaged, defective or incorrect, and will arrange a replacement or refund with you.
Physical product refunds
We aim to respond within two business days. Once we receive and check your return, we will email you about the refund. Approved refunds are processed within five business days of approval to the original payment method. Your bank or card issuer may take a further five to ten business days to show the money in your account.
Digital products
Root Pass sells digital products. Because the files are delivered instantly and cannot be returned, this policy sets out exactly when we refund and how to ask.
Our thirty day guarantee
If the guide does not tell you something you did not already know, email us within thirty days of your purchase and we will refund you in full. You keep the file. We will not ask you to prove anything or argue with you about it.
How to request a refund
Reply to your order receipt, or email hello@rootpass.co from the address you used at checkout, with your order number. Both reach the same inbox and either one is enough. We aim to respond within two business days and to process approved refunds within five business days of approval.
Refunds are issued to the original payment method. Depending on your bank or card issuer it can take a further five to ten business days for the money to appear.
What is not covered
- Requests made more than thirty days after purchase
- Duplicate accounts or repeated purchases made to claim repeated refunds
- Chargebacks raised without contacting us first. If something is wrong, email us; we will fix it faster than your bank will
If your download did not work
That is not a refund situation, it is a support situation, and we will sort it out. Email hello@rootpass.co with your order number and we will send you the file directly.
Your statutory rights
Nothing in this policy limits any right you have under applicable consumer law.
Contact
Root Pass · hello@rootpass.co
