Returns

At Rootside, we want you to be happy with your purchase. If there is a problem with your order, email us at storesupport.hq@gmail.com and we'll work with you to make it right.

Damaged, defective, or incorrect items

If your item arrives damaged, defective, or is the wrong product, contact us within 30 days of delivery.

To open a claim we need:

Your order number
A description of the problem
Clear photos or video showing the issue, and the shipping box if it was damaged in transit

Photos are required for damage and defect claims. We can't process these without them, as our suppliers require evidence to authorise a replacement.

Once we have your evidence we'll review and determine the best resolution — usually a replacement or a full refund. For items that arrive damaged, you will normally not be asked to return them.

Missing items

If an item or accessory is missing, contact us within 30 days of delivery with your order number and details of what's missing.

Orders marked delivered but not received

If tracking shows delivery but the parcel hasn't arrived, please check with your household and neighbours and allow two business days — carriers occasionally scan early. If it still hasn't appeared, contact us and we'll investigate with the carrier.

Change-of-mind returns

You may return an item within 30 days of delivery.

Contact us first. We'll send return instructions and the correct address. Return shipping for change-of-mind returns is the customer's responsibility, and items must be returned complete, with all accessories.

For lower-value items we may waive the return entirely and simply refund you. We'll tell you if that applies — you don't need to ask.

Unauthorized returns

Please contact us before sending anything back.

Items sent to an address we did not provide may be delayed, lost, or impossible to identify, and we cannot guarantee a refund for unauthorized returns.

Refunds

Approved refunds are issued to your original payment method within 2 business days of the returned item reaching us — or within 2 business days of approval where no return is required.

Your bank or payment provider may then take a further 5 to 7 business days for the funds to appear.

One resolution per order

Each order issue is resolved once — either a replacement or a refund, not both.

Exchanges

We don't offer direct exchanges. Return the original item if eligible and place a new order — it's faster.

Items damaged through misuse

We cannot refund or replace damage caused by misuse, accidents, or failure to follow the product's instructions.

For example, where instructions state a motor base must not be submerged in water, damage from submerging it is not covered.

Returning part of a bundle

Bundles are fulfilled as individual products, so you may return one item from a set rather than the whole thing. The refund is calculated at that item's share of the bundle price, not its full standalone price.