Dear Gardening Friends,

At Roots Plants Shop, we take immense pride in providing you with the highest quality plants and gardening supplies to help your garden thrive. We understand that sometimes, a plant might not meet your expectations or arrive in less-than-perfect condition after its journey to your garden. That’s why we’ve created a straightforward and fair Returns & Exchanges policy to ensure your complete satisfaction.

Our Returns & Exchanges Promise

We want you to be delighted with your purchase. If you are not completely satisfied, you may return most items within 15 days of receiving your order for a refund or exchange. Please review the details below.

Returns Process

To initiate a return or exchange, please follow these simple steps:

  1. Contact Us: Within 15 days of receiving your order, please email our customer care team at [email protected]. Use the subject line “Return Request” and include your order number and the reason for your return.
  2. Receive Instructions: Our team will respond within 2 business days with a Returns Authorization Number and specific instructions on how and where to send your return.
  3. Pack and Ship: Carefully repackage the item(s) in their original packaging, if possible. Include a copy of your order confirmation or a note with your Returns Authorization Number and full name. Ship the package to the address provided in your instructions.
  4. Processing: Once we receive and inspect the returned item, we will process your refund or ship your replacement exchange.

Please Note: Original shipping costs are non-refundable. For exchanges, we will cover the standard shipping cost to send the replacement item to you.

Refund Timeline & Method

Your satisfaction is our priority. Refunds will be processed promptly:

  • Timeline: Please allow 5-7 business days after we receive your return for the refund to be processed.
  • Method: Refunds will be issued to the original payment method used during purchase (Visa, MasterCard, JCB, or PayPal). The refunded amount will appear on your statement based on your financial institution’s processing times.

Items That Cannot Be Returned or Exchanged

Due to the perishable nature of living plants and to ensure the health and safety of our stock, we are unable to accept returns or exchanges on the following items:

  • Bare Root Fruit Trees: These are seasonal, dormant plants with specific handling requirements.
  • All Pond Plants: These aquatic plants require specialized care and are difficult to transport twice without risk to their health.
  • Annuals & Annual Bedding Plants: These plants have a short lifecycle and are highly sensitive to transport conditions.
  • Any plant that has been planted, removed from its original pot, or is no longer in its original condition.

If you receive one of these items and it is dead on arrival (DOA) or critically damaged, please contact us within 48 hours of delivery with photos, and we will be happy to arrange a replacement or store credit.

Return & Exchange Request Template

To help you get started, here is a template you can use for your email request:

Subject: Return Request – Order #[Your Order Number] Dear Roots Plants Shop Team, I would like to request a return/exchange for my recent order. Order Number: [Your Order Number] Order Date: [Date Order Was Placed] Item(s) to be returned/exchanged: [Product Name(s)] Reason for return/exchange: [Please provide a brief explanation here, e.g., “Plant arrived damaged,” “Incorrect item received,” etc.] Please advise on the next steps. Thank you, [Your Full Name] [Your Phone Number]

Questions?

We are here to help you cultivate beauty in your garden. If you have any questions about our returns process, please don’t hesitate to reach out to our friendly customer service team at [email protected].

Happy Gardening!

The Roots Plants Shop Team