Refund policy

30 Day Guarantee

At Rootmate, we want to ensure that you truly love your Rooties when they arrive. That's why we offer a 30-day guarantee. If it didn't meet your expectations, wasn't what you expected, or simply isn't right for you, you can return it hassle-free for a refund. Shipping costs are not included, and a 3% administrative fee will be charged.

Requirements:

  • The planter must be unused
  • Keep the box for return
  • Maintain the Rootie in good condition (No scratches or dents)

**Not applicable for orders of more than 6 pieces.

For cancellations exceeding 6 pieces, a cancellation penalty of 15% of the total order will be charged if the order has not yet been shipped. Once the order is shipped, a 15% penalty of the total order plus shipping costs will be charged.

If the cancellation is due to any non-compliance by Rootmate, penalties are waived, and a 100% refund will be provided.

What's the return process? To request a refund for the guarantee, please fill out the following form: 30 Day Guarantee. You will need to have the following information handy:

  • Order number
  • Reason for refund request
  • Payment method used for purchase
  • (If paid by card) Official ID of the cardholder
  • Photo of the card used for the deposit showing only the last 4 digits and the cardholder's name
  • Upload a photo of the Rootie to show it's in good condition

Refunds will be processed within 10 business days once the Rooties have been returned to Rootmate or the courier for return.

Other refunds, exchanges, or returns

Rootmate provides a 20-day warranty once the pots arrive to report any manufacturing defects, not installation-related. We'll cover the corresponding shipping costs, but we may ask for your assistance with logistics.

Warranties

Each Rootie (pot) comes with a 1-year warranty on paint** and shape (there should be no leaks in the material, except in the drainage hole). Rootmate is responsible if there are cracks in the piece joints. ***

Proper maintenance is the responsibility of the customer. Rootmate is not responsible for water spills, scratches, or damage during pot installation.

** If your Rootie (pot) has paint lifting due to moisture accumulation in the water tray, it's due to customer-provided maintenance, so it's not covered by the warranty.

*** Shipping costs not included.