Our Commitment to Your Satisfaction

At Root & Reach Botanicals, we're committed to your success as a plant parent. We understand that working with living plants requires special consideration, and we've designed our return and refund policy to be fair to both our customers and the nature of living products.

Plant Health Guarantee

What's Covered

• Plants arriving dead, severely damaged, or diseased
• Incorrect plants shipped (wrong variety or size)
• Packaging failures that result in plant damage
• Missing plants from your order

What's Not Covered

• Normal shipping stress (temporary wilting or leaf drop)
• Damage from customer delays in unboxing
• Plant decline due to inadequate care after delivery
• Natural plant variations in size, color, or growth pattern

Reporting Plant Issues

Immediate Reporting (0-48 Hours)

• Report arrival issues within 48 hours of delivery
• Email photos of the entire plant and any damage
• Include order number and detailed description of issues
• Our customer service team will assess and respond within 24 hours

Required Documentation

• Clear photos of the plant in original packaging
• Photos showing roots, stems, and foliage condition
• Unboxing documentation if damage suspected
• Description of delivery conditions and timing

Resolution Timeline

Return Process for Plant Accessories

Non-Living Items

• 30-day return window for plant care products
• Items must be unused and in original packaging
• Customer responsible for return shipping costs
• Refunds processed within 5-7 business days

Returnable Items

• Plant pots and planters (unused condition)
• Plant care tools and accessories
• Plant food and fertilizers (if sealed/unopened)
• Books and educational materials

Non-Returnable Items

• Live plants (except under health guarantee)
• Opened fertilizers or plant treatments
• Personalized or custom plant arrangements
• Digital plant care guides or consultations

Refund Methods & Processing

Refund Timeline

• Plant health claims: Immediate store credit or 3-5 business days for refunds
• Accessory returns: 5-7 business days after we receive items
• Commercial orders: Standard processing applies to refund timing

Refund Methods

• Original payment method (credit card, PayPal, etc.)
• Store credit
• Commercial account credit for business customers
• Gift cards for future purchases

Shipping Refunds

• Shipping costs refunded for plant health issues
• Shipping costs not refunded for customer preference returns
• Expedited shipping refunded if delivery promise not met

Replacement Plant Policy

Preferred Resolution

• We prefer to send replacement plants when possible
• Replacement plants guaranteed to be equal or greater value
• Seasonal availability may require comparable substitutions
• Customer approval required for any plant substitutions

Replacement Processing

• No additional shipping charges for replacement plants
• Expedited processing for time-sensitive replacements
• Weather delays apply to replacement shipments
• Tracking and delivery notifications for all replacements

Customer Care Support

Plant Health Assessment

• Expert consultation for borderline plant health issues
• Photo diagnosis service for post-delivery concerns
• Care adjustment recommendations before replacement decisions
• Follow-up support to ensure replacement plant success

Educational Support

• Care guides specific to your plants and environment
• Troubleshooting assistance for new plant parents
• Seasonal care adjustments and reminders
• Access to plant experts for ongoing questions

Special Circumstances

Rare & Limited Plants

• Replacement priority for rare plant health issues
• Store credit option when replacements unavailable
• Wait list enrollment for future availability
• Comparable rare plant substitutions with customer approval

Seasonal & Holiday Policies

• Extended return windows during holiday seasons
• Weather-related extensions during extreme conditions
• Gift return accommodations for recipient preferences
• Special handling for time-sensitive plant gifts