Cancellation Policy

Cancellation & Refund Policy – Roots and Steam

At Roots and Steam, we value customer satisfaction and transparency. Our cancellation and refund policies are designed to ensure a smooth and fair resolution process for all purchase-related concerns.

Cancellation Policy

We understand that mistakes or changes in orders can happen. Below are the conditions under which an order can be canceled:

• Shipment Assigned Orders: Once an order has been assigned for shipment, it is not eligible for cancellation.

• Orders Not Shipped Within 3 Days: If your order hasn’t been shipped within 3 days of the purchase date, it qualifies for cancellation.

• Duplicate/Similar Orders: If your order is identical or similar to a previous one, it can be canceled upon verification.

• Order Placed by Mistake: Orders placed in error are eligible for cancellation if reported before dispatch.

• Incorrect Quantity or Non-Delivery: If the received product differs in quantity or the item was never delivered, it qualifies for cancellation.

Note: Only orders that have not been delivered to the customer are eligible for cancellation.

Refund Policy

Your satisfaction is our top priority. Refunds are processed based on the following conditions:

• Damaged Replacement Plants: If a replacement plant arrives damaged, a refund will be issued after photo verification of the damaged replacement.

• Incorrect Items: If you receive items that differ from your order, you are entitled to a full refund.

• Missing Items: If an item is missing from your package, a refund will be processed upon verification through an image or unboxing video.

• Return to Origin (RTO): Orders returned to us for any reason are eligible for a refund once received back in our facility.

• Undelivered Orders Marked as Delivered: If your order shows as “delivered” but you haven’t received it, you may request a refund upon courier verification. Please report the issue within 7 days of the marked delivery date.

• Damaged Pots or Planters: If your planter arrives with visible scratches or breakage, send us images or a short video, and we’ll promptly initiate a refund.

• Empty Box or Missing Items: If some products are missing or the box arrived empty, submit a video of the package being opened, and we’ll process the refund after verification.

How to Request a Cancellation or Refund

To initiate a cancellation or refund, please reach out to our customer support team at 

support@rootsandstem.com

 or via WhatsApp with your order ID and relevant images/videos for quick resolution.