At Roots Plants, we take pride in providing quality plants and gardening supplies to enthusiasts and professionals alike. We understand that sometimes things don’t go as planned, and we’re here to help with our straightforward returns and exchanges process.

Returns & Exchanges Timeframe

We accept returns and exchanges within 15 days of receiving your items. Please inspect your plants upon arrival and contact us promptly if you have any concerns.

Return Process

Follow these simple steps to return or exchange an item:

  1. Contact Us: Email us at [email protected] within 15 days of receiving your order. Include your order number and details about the reason for return.
  2. Receive Instructions: Our customer service team will respond within 2 business days with return authorization and shipping instructions.
  3. Package Items: Carefully repackage the plants in their original packaging if possible, ensuring they’re protected for transit.
  4. Ship Back: Send the package to our address at 1156 Simpson Square, LOUISVILLE, US 30434. Please note that return shipping costs are the customer’s responsibility unless the return is due to our error.

Refund Information

Once we receive and inspect your returned items:

  • Refunds will be processed within 5-7 business days
  • Your refund will be credited to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Original shipping costs are non-refundable
  • Return shipping costs are not refunded unless the return is due to our error

Exchange Process

For exchanges, follow the same process as returns. Once we receive your returned item, we’ll ship your replacement product. Please note that additional shipping charges may apply for exchanges.

Important Note: Non-Returnable Items

Due to the perishable nature of certain plants and the specific planting seasons, the following products are final sale and cannot be returned or exchanged:

  • Bare Root Fruit Trees
  • Autumn Planting Vegetables
  • All Pond Plants (due to potential water contamination concerns)
  • Any seasonal plants that have been planted or removed from their original containers

We recommend researching plant requirements before purchase and planting promptly upon arrival for best results.

Return Request Template

Use the following template when emailing us about your return or exchange:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Roots Plants Team, I would like to request a [return/exchange] for my order #[Your Order Number] placed on [Order Date]. Product(s) to return: – [Product Name 1] – [Product Name 2] Reason for return/exchange: [Please describe the reason] I understand that I am responsible for return shipping costs unless this return is due to an error on your part. Please send me the return authorization and shipping instructions. Thank you, [Your Full Name] [Your Email Address] [Your Phone Number – optional]

Condition of Returned Items

To be eligible for return or exchange, items must be:

  • In their original packaging when possible
  • Unplanted and in resalable condition
  • Accompanied by the original receipt or proof of purchase

We reserve the right to refuse returns that don’t meet these conditions or that show signs of mishandling.

If you have any questions about our returns policy, don’t hesitate to contact us at [email protected]. We’re here to help you create the garden of your dreams!

Happy gardening,
The Team at Roots Plants Sales Shop