At Roots Plants Shop, we take as much care in packaging your plants as we do in growing them. However, we understand that sometimes returns or exchanges are necessary. This policy outlines our process to ensure your gardening experience remains as pleasant as our Agapanthus blooms.
Our Return Policy
We accept returns within 15 days of receiving your order. Plants should be in their original condition with tags intact, just like when we carefully selected them from our nursery of All Ornamental Trees and All Annual Bedding plants.
Important Note:
Due to the perishable nature of our products, we cannot accept returns on:
- Bare Root Fruit Trees (Apple Trees, Apricot Trees, etc.)
- All Pond Plants
- Autumn Planting Vegetables
- Any plants that have been planted or removed from their original packaging
How to Initiate a Return or Exchange
Follow these simple steps, as straightforward as planting our All Vegetable Plants:
- Contact Us: Email our team at [email protected] within 15 days of receiving your order. Include your order number and photos of the items you wish to return.
- Wait for Approval: Our team will review your request within 2 business days (as promptly as our order processing).
- Package Your Return: Once approved, carefully repackage the items in their original packaging, just like we protect our delicate Aquilegia during shipping.
- Ship Back: Send the package to our nursery at:
Roots Plants Shop
1156 Simpson Square
LOUISVILLE, US 30434
Refund Process
Once we receive and inspect your return (with the same care we give our All Soft Fruit Plants), we’ll process your refund within 5 business days. Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal).
Shipping costs are non-refundable, except in cases where we made an error in your order (like sending the wrong variety of Apple Trees).
Exchange Process
If you’d like to exchange an item (perhaps swapping Bacopa for a different variety), follow the return process above and include a note specifying your desired exchange. We’ll ship your new items once we receive the return.
Damaged or Incorrect Items
If your All Climbing Plants or other items arrive damaged or incorrect, contact us immediately at [email protected] with photos. We’ll arrange for replacement or refund without requiring you to ship back the items.
Return Request Template
Subject: Return Request for Order #[Your Order Number]
Dear Roots Plants Shop Team,
I would like to request a return/exchange for my recent order (#[Your Order Number]). Below are the details:
- Items to return: [List items, e.g., 1x Agapanthus, 2x All Shrubs]
- Reason for return: [Please specify]
- Preferred resolution: Refund/Exchange (if exchange, please specify desired items)
Attached are photos of the items as requested. Please let me know the next steps.
Thank you,
[Your Full Name] [Your Email Address] [Your Order Number]International Returns
For our global customers (excluding Asia and certain remote areas), return shipping costs are the responsibility of the customer, just like choosing between our Standard Shipping with DHL/FedEx or Free Shipping with EMS.
If you have any questions about our policy, contact our team who are as attentive as our All Vegetable Plants care specialists at [email protected].
Happy gardening,
The Roots Plants Shop Team