Refund policy

Although it’s unlikely you’ll ever experience an issue, the following terms are applicable for any products that You purchased with Us.


Live Arrival Guarantee

We take great pride in delivering healthy and happy plants. While we take the time to package each plant with care and expertise, once they leave our hands, the whole thing is… Well, out of our hands.

For that reason, between December 1 to March 1, live arrival is only guaranteed if You choose UPS Next Day shipping at checkout. Slower shipping options may be selected, but note that this voids Your rights to any guarantees.

All other times of the year, live arrival is only guaranteed for UPS 2 Day or faster shipping services. Again, slower services can be selected at Your risk.

Refunds & Cancellations

All purchases, once placed, are final. If You purchased the wrong plant by mistake, We might be able to correct  it depending on where it is in the fulfillment process. You can always reach out to hello@wordpress-1204909-4420875.cloudwaysapps.com to see what We can do. 

If You are unhappy with your order for any reason, We kindly ask that You follow the steps for filing a claim within six hours of delivery.

Please be aware that We cannot compensate for damage that is considered reasonable  – including, but not limited to:

  • Folds in leaves
  • Loss of foliage that’s small to moderate for the size of the plant
  • Browning on variegation
  • Cold damage if inappropriate shipping was selected

 

All refunds and/or replacements will be given at Our discretion and by purchasing a plant with Us, You acknowledge we reserve the right to determine what is reasonable.

Lost Plants & Late Deliveries

Sometimes a shipping carrier loses a plant. 

When this happens, just let Us know the plant never arrived. We’ll attempt to sort things out with the carrier. If it is indeed to be found lost, We’ll refund or replace Your order.

If it’s running late, just hang tight. There’s a good chance the plant will show up just fine even if it is a bit behind schedule. If You find that it didn’t fare well when it does arrive, please contact Us at hello@wordpress-1204909-4420875.cloudwaysapps.com if You haven’t already.

What We Need For Claims

Please email hello@wordpress-1204909-4420875.cloudwaysapps.com within six hours of delivery for all issues. 

Regardless of the issue, We’ll need the email address You used to complete Your purchase and the name of the plant that has an issue.

If Your claim is related to damage, pest, or disease We’ll also need:

  • Attach a photo of the plant from the top down; and
  • Attach close-up photos of the issue itself
  • Attach photos of the box/packaging if this is related to damage obtained during shipping

Our Claims Process

We will review the information You send Us, usually within 1 business day.

Sometimes We’ll ask for additional information or photos to help Us make a decision. We request that you respond to Our requests for additional information or photos within 48 hours.

If We deem the plant has an issue (pests or disease) or was lost during shipment (shipping issues), We’ll issue a refund or replace it free of charge. 

If a refund is authorized for any other reason, You may be asked to ship the plant back to Us in the original substrate, pot, and packaging for a full refund (including return shipping.) A refund will be issued within 7 business days after arrival.

We do not accept returns of plants in inadequate packaging. If You attempt to send a plant back in inadequate packaging, such as an envelope or a too-small-box, it will result in the package being returned to You and/or Your refund being forfeited. 

Interpretation and Definitions

Interpretation

The words of which the initial letter is capitalized have meanings defined under the following conditions.

The following definitions shall have the same meaning regardless of whether they appear in singular, plural, apostrophized, or contractions.

Definitions

For the purposes of this Return and Refund Policy:

You/Your means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.

Company (referred to as either “the Company”, “We”, “Us” or “Our” in this Agreement) refers to Rare Roots Co.

Service refers to the Website.

Website refers to Rare Roots Co, accessible from https://rareroots.co/

Goods refer to the items offered for sale on the Service.

Orders mean a request by You to purchase Goods from Us.

Conditions for Returns

If Your purchase has an issue (it was lost in shipment, arrived damaged, or had pests/disease issues), please refer to the instructions in “Filing A Claim” above and contact Us to open a claim.

We reserve the right to refuse refunds or replacements of any merchandise. We are unable to offer refunds or replacements for any claims opened greater than 6 hours after delivery. Failure to provide the required information or photos necessary for us to process Your claim in a timely manner may result in Your claim being denied. All decisions regarding refunds and replacements are final and are made in Our sole discretion.

Contact us

If you have any questions about Our Returns, Refunds, & Replacement Policy, please contact us:

By email: hello@wordpress-1204909-4420875.cloudwaysapps.com