Returns and Refunds Policy

At Roots and Vines, we are committed to delivering high-quality products and customer satisfaction. However, we understand that there may be times when you wish to return an item. This policy outlines your legal rights and our procedures for returns and refunds.

Order Cancellation

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order for any reason within 14 days of receiving the goods. To cancel your order, please contact us within this period. Once we receive your cancellation request, we will provide a full refund, including the original delivery cost.

Exceptions to Cancellation Rights:
The following items are exempt from the right to cancel:

  • Perishable goods (such as fresh food or plants)
  • Items made to order or personalized goods

Returning Your Order

If you are not satisfied with your order or if the goods are faulty, you may return them to us within 14 days of receipt. Please contact us within this period to arrange a return. We will issue a refund once we receive the goods in unused, undamaged, and in-date condition.

For faulty or damaged items, you have the right to a full refund, replacement, or repair within 30 days of receiving the goods as per the Consumer Rights Act 2015.

Return the goods to:

Roots and Vines
12 West Street
Tavistock
Devon
PL19 8AD
United Kingdom

Goods must be securely packaged and returned via a traceable delivery method. Refunds will be processed within 14 days of receiving the returned items and will be credited to the original payment method. Please note that we do not refund postage and delivery charges for returns unless the goods are faulty or not as described.

Failed Delivery and Redelivery

If delivery attempts are unsuccessful, and the courier has followed your instructions, we cannot issue a refund. If you wish to receive the goods, we can arrange for them to be re-sent, but you will be charged the standard delivery fee. Unfortunately, we cannot be responsible for any spoilt perishable items in such cases.

Complaints Procedure

We take complaints seriously and aim to resolve them as quickly as possible. If you wish to make a complaint, please contact us at:

Please provide the following information:

  • Order number
  • Detailed description of the issue
  • Contact details (name, phone number, and/or email)

We will acknowledge your complaint within 48 hours and aim to resolve it or provide a resolution timeframe as soon as possible.

Refund Procedure

If you are returning goods in line with our policy, we will process your refund within 14 days of receiving the returned goods in satisfactory condition. Refunds will be issued to the original payment method. For faulty or misdescribed goods, the original delivery cost will also be refunded.

 

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