Return & Refund Policy

1. General Return Policy

At VINTAGE ROOTS, we take immense pride in the quality and craftsmanship of our small-batch beverage concentrates. However, because our products are classified as consumable food items, we must adhere to strict health, safety, and FDA guidelines regarding returns.

If you are unsatisfied with the flavor profile of a syrup, we encourage you to reach out to our customer service team. While we cannot accept a physical return of the bottle, we are always happy to discuss mixing tips, recipes, or offer a discount on a different flavor for your next purchase to ensure you have a great experience.

2. Damaged or Broken Items (In Transit)

We pack our glass bottles in heavy-duty, shock-absorbent packaging. However, we understand that transit accidents occur. If your order arrives damaged, shattered, or heavily leaking, we will make it right immediately.

• Notification Window: You must notify us within 48 hours of the carrier's stated delivery time.
• Required Evidence: Please email vintageroots406@gmail.com with your Order Number and clear photographs of the damaged shipping box and the broken/damaged bottles inside.
• Resolution: Once we verify the damage via your photos, we will send a replacement order via expedited shipping at absolutely no cost to you. If you prefer, we can issue a full refund for the damaged items instead.
• Safety: Do not attempt to consume or salvage syrup from shattered glass bottles. Please dispose of broken glass safely.

3. Incorrect Orders

If we made a mistake in our warehouse and sent you the wrong flavor or quantity, we sincerely apologize for the inconvenience.

• Please contact us within 7 days of delivery with your Order Number and a photo showing the incorrect items received.
• We will immediately ship out the correct items to you at our expense.
• Because we cannot accept returns on food items, you are welcome to keep, discard, or gift the incorrect bottles you received. You do not need to mail them back to us.

4. Refund Processing

If a refund is approved (due to transit damage, inventory shortage, or an order cancellation prior to shipping), the following timeline applies:

• Refunds are automatically processed to the original method of payment used at checkout (e.g., Credit Card, PayPal, Apple Pay).
• Once we initiate the refund on our end, please allow 5 to 10 business days for your bank or credit card company to process and post the funds to your account statement.
• If you have not received your refund after 10 business days, please contact your credit card company or bank first, as they often have specific processing times before a refund officially posts.

5. Non-Refundable Items & Scenarios

We do not issue refunds or accept returns in the following scenarios:

• Taste Preferences: Because taste is subjective, we do not refund products simply because you did not care for the flavor.
• Incorrect Addresses: Orders delivered to the wrong address because the customer provided incorrect shipping details at checkout.
• Stolen Packages: Orders marked as "Delivered" by the carrier (USPS/UPS/FedEx) but stolen from your porch or mailbox. We recommend shipping to a secure location if package theft is an issue in your area.
• Gift Cards: Digital or physical gift cards are non-refundable and cannot be exchanged for cash.