Refund policy

Replacement & Re-shipment Policy – Roots and Steam

At Roots and Steam, we strive to make every delivery a positive experience. However, if you receive an incorrect, damaged, or incomplete order, our replacement and re-shipment policy ensures you get a prompt resolution.

Replacement Eligibility

Replacement claims are valid for up to 10 days from the delivery date.
To ensure a smooth process, please contact our customer support team with clear images or videos of the issue.

Eligible Scenarios:

  • Wrong or Damaged Product: Contact our support team with product images to initiate a replacement.

  • Plants: Replacements are available only if the plant is severely damaged (e.g., uprooted roots, broken stems, or completely dried leaves).
    Note: Replacement is applicable only if the plant is not curable.

  • Planters/Pots: Replacement is provided only in case of visible cracks or major damage.

  • Missing or Incorrect Quantity: If items are missing or quantities differ, the order is eligible for re-shipment or refund. Please preserve the original box and shipping label for verification.

  • Empty Box or Missing Items: A video of the unboxing showing the sealed package is required for eligibility.

  • Replacement Plant Arrived Damaged: If your replacement plant arrives in poor condition, provide an image of it in its temporary pot to claim a refund.

Timelines

  • Replacement Delivery: Replacement products are typically delivered within 7–10 working days after your request is approved.

  • Return Processing: Return requests are processed within 7–10 working days from the date we receive the returned product.

Return to Origin (RTO) Policy

We aim to deliver successfully on the first attempt, but in case an order is returned to us (RTO):

  • Prepaid Orders: Eligible for reshipment only (no refund).

  • Partially Paid Orders: Eligible for reshipment only (no refund).

  • Customer Fault RTO: If an order is returned due to incorrect address, unavailability, or refusal at delivery, reshipment is possible.
    Refunds (if chosen instead of reshipment) will be processed after deduction of 25–30% shipping and handling charges.

By placing an order, you agree to our RTO Policy.

Notes

  • Replacement plants will be sent in temporary pots for transit safety.

  • For multiple plant replacements, a separate replacement form must be filled for each damaged plant individually.