Refund policy

Root & Rise by Nky — Returns & Refunds

This policy applies to every Root & Rise by Nky order, including the Night Hair Protection Kit, the Hair & Scalp Care Kit and the Shedding Discovery and Care Kit.

We want you to receive your Root & Rise products in good condition, with clear information about what you have purchased.

Changed your mind?
We offer a voluntary 14-day return period from delivery for complete kits whose physical products remain unused, unopened and in their original packaging, with all product and hygiene seals intact.

Opening the outer delivery box to inspect your order does not prevent a return under this offer. Please leave the individual product seals and packaging intact.

For hygiene reasons, personal-use items such as satin bonnets, pillowcases, scrunchies, durags, brushes, scalp tools, applicators and hair-care products cannot be accepted as change-of-mind returns once opened, worn or used.

For change-of-mind returns, you are responsible for the direct return courier cost. We do not charge a restocking fee.

This voluntary offer does not limit any statutory cooling-off or other consumer rights. Where a statutory right applies, its conditions take precedence.

Damaged, incorrect, unsafe or defective products
Please check your order as soon as it arrives. If anything is damaged, broken, leaking, missing, incorrect or expired on arrival, email us within 7 days of delivery with your order number and clear photographs of the item and its packaging. Reporting quickly lets us resolve it fast and claim from the courier.

Qualifying faulty-goods claims are handled under the Consumer Protection Act, including the right to an appropriate repair, replacement or refund at your election where the law provides. We cover the necessary return costs for qualifying faulty or incorrect goods.

Faulty-goods cover does not apply to damage caused after delivery by misuse, accidents, improper storage, normal wear and tear, using a product after its expiry date, or not following the product instructions.

Opening a product does not automatically remove your rights if it is defective. You do not need to return unaffected items unless this is necessary to resolve the claim.

Please contact us before returning any used test equipment or lancets so we can arrange safe handling.

Digital guides and trackers
Digital guides and trackers are included with some kits at no separate charge. Accessing them does not, by itself, cancel your right to return qualifying physical goods, and we will not deduct a value for them from your refund.

If a download does not work, contact us for assistance or a replacement link.

Results and expectations
Our kits do not guarantee hair regrowth, reduced shedding or a particular test result. A valid test result indicating low ferritin is not itself a product defect. This does not limit your rights where a product is faulty, unsafe or does not match its description.

How to request a return
Email info@rootrisenky.com with your order number and the items you wish to return. For a fault or delivery problem, describe the issue. We will provide return instructions.

Refunds
Refunds are made to the original payment method where possible. We aim to process voluntary returns within seven business days of receiving and checking the goods. Statutory refunds will be made within the applicable legal deadline, including within 30 days of cancellation where section 44 of the Electronic Communications and Transactions Act applies. Your bank or card provider may need extra time to show the refund in your account.

Nothing in this policy excludes or limits your rights under South African consumer law.