Returns & Exchanges

AGN Roots – Returns & Exchanges

We are deeply committed to delivering a high-quality product and championing a greener path to sourcing nutrition. Should you feel discontent with your purchase, please get in touch with us at CustomerService@agnroots.com and provide details of your experience.

Description of Scenario Replacement Eligibility Refund Eligibility
Lost after confirmation of delivery  No No
Delivery confirmation not received Yes Yes
Product damaged upon arrival (images shared) Yes No
Inadvertent product damage by the customer during unboxing with a sharp tool (cut pouch) No No
Shipping Box damage or wet from recent weather No No
Theft after delivery confirmation without a Police Report No No
Theft after delivery confirmation with a Police Report Yes No
Sensitivities experienced (dairy, protein, lactose) No No
Returned to Sender or confirmed "lost in transit" Yes Yes
Request within 10 days from the delivery confirmation to return the unopened package Yes Yes
Request for refund, chargeback, or replacement for any reason after 10 days from delivery confirmation No No
Request for refund, chargeback, or replacement for product not received after 10 days from delivery confirmation. No No

Is your claim eligible for a replacement or refund?

 Can I return unopened products?
  • Returns or refunds may be requested within 10 days of delivery confirmation, provided the item is sealed and in its original condition.
  • Due to the sensitive nature of the product as a perishable, return requests, refunds, and chargebacks made after 10 days from the confirmation of delivery are expressly prohibited.
Opened or Used Products
  • For health, safety, and regulatory reasons, these items are not eligible for return, refund, or exchange under any circumstances.
Reporting Window
  • Customers must notify us of any delivery issue (including damage, defect, or missing package) within 10 calendar days of the carrier’s confirmed delivery date.
  • Reports made after this 10-day period will not be eligible for review, replacement, refund or chargeback.
Delivery Confirmation
  • We rely on carrier tracking and delivery confirmation records as proof of delivery.
  • If a package is marked as delivered but not received, customers must notify us immediately so a claim can be filed. Claims made after the 10-day window will not be accepted.
Stolen Product (after Carrier Delivery Confirmation)
  • Once an order has been marked as delivered by the carrier, ownership of the package transfers to the buyer.
  • AGN Roots is not responsible for lost or stolen packages after delivery is confirmed.
  • At our discretion, a replacement may be shipped only if a police report documenting the theft is provided.
  • Customers who believe they are victims of theft should:
    • File a police report.
    • Contact the carrier (some carriers reimburse if the delivery was improper).
    • Check if homeowner’s/renter’s insurance covers stolen packages.
Shipping Box Damage
  • Claims based solely on the condition of the outer shipping box or mailer—such as signs of carrier-applied tape, scuffing, or water exposure—do not qualify for replacement.
  • These materials are designed to withstand transit and may show wear. The shipment is considered delivered as long as the product pouch remains intact and uncompromised.
Non-Fraud Related Chargebacks
  • Submitting a chargeback for an item that has been received, opened, used, or claimed outside the 10-day reporting period is considered a violation of our published terms.
  • We provide proof of delivery, product description, and policy language to the issuing bank as part of any dispute resolution.
  • Chargebacks filed outside of this policy will be contested as fraudulent.
Product Sensitivity or digestive-related intolerance
  • Whey protein is a dairy-based product. As with all dairy proteins, some individuals may experience sensitivity or intolerance.
  • Customers are responsible for confirming dietary compatibility prior to purchase.
  • Returns, refunds, or chargebacks based on sensitivity, intolerance, taste, preference, or mixability are expressly excluded from our return/refund policy.
  • We encourage you to contact our customer service team with any concerns before opening or using your product so we can help you find the best resolution.
Return Shipping
  • Return shipping is the customer's responsibility; it's advised to insure your return package.

If you processed your order through Amazon.com, please utilize their 24/7 Customer Service process to handle any shipping or return issues. We take customer personal data very seriously and, as such, are not privy to your personal information in any capacity when you order through Amazon.com. Amazon orders made outside the customer service window (90 days from purchase) are not elgible for our exchange or replacement policy.

 Replacement or Return Request Reason Replacement Eligibility
Damaged upon arrival (images shared) Yes
All other reasons including subscription mismanagement No

We recommend electing to join the Subscribe & Save program for many reasons other than for first-time or one-off orders. The savings inherent to the subscription feature hinge considerably upon the customers' successful management of their account orders with the full understanding of sale finality.

Important Note: Orders made through the Subscribe & Save program are NOT eligible for a refund or return for any reason other than listed above.

Please proactively manage your subscription account to help us keep this program available (Subscribe & Save).