Warranty Policy

60-Day Satisfaction Guarantee

We want you to feel confident shopping with Rootclub. If you are not completely satisfied with your purchase, contact our customer support team within 60 days of receiving your item and we will help make it right — through a replacement, an exchange, or a refund, depending on the situation.

You can try your product as intended during this time. Opening the packaging or using the product according to its instructions does not, by itself, prevent you from making a claim under our satisfaction guarantee.

What Is Covered

Our 60-day satisfaction guarantee covers:

  • products you have tried as directed but are not satisfied with;

  • items that arrive damaged or faulty; and

  • products that develop a fault during normal use within 60 days of delivery.

The guarantee applies to products purchased directly from Rootclub. Please keep your order confirmation or another proof of purchase so we can locate your order.

How to Make a Claim

Contact our customer support team through the details published on our Contact page within 60 days of delivery. Include:

  • your name and order number;

  • the item you are contacting us about;

  • a description of your concern; and

  • clear photographs or a short video if the item is damaged or faulty.

You do not need to photograph or prove dissatisfaction with a product’s results. Photographs or videos are requested only where they help us assess a physical problem.

Once we have reviewed your request, we will explain the next steps.

Returning Your Product

We may ask you to return the product before arranging an exchange or refund. Please wait for our confirmation and return instructions before sending anything back.

If a return is required, include the remaining product and any accessories supplied with it. Keep the original packaging where possible, but opened packaging does not automatically make your claim ineligible.

You are responsible for return shipping costs for satisfaction claims unless the item is damaged, faulty, or incorrect, in which case we cover them. We recommend using a tracked service and keeping your proof of postage.

Replacements and Refunds

For an approved claim, we will arrange a replacement, an exchange, or a refund, as agreed with you. If a replacement is unavailable, we will offer a refund.

Approved refunds are issued to your original payment method. Please allow up to 10 business days after approval for the funds to appear — the exact timing depends on your bank or card issuer.

Original shipping charges are refunded where the item was damaged, faulty, or incorrect. For other satisfaction claims, original shipping charges are not refundable unless required by law.

What Is Not Covered

This guarantee does not cover:

  • damage caused by misuse, accidents, neglect, or improper storage;

  • damage caused by using a product against its care or usage instructions;

  • unauthorised alterations or repairs;

  • normal wear and tear that does not amount to a product fault; or

  • products purchased from another retailer.

These exclusions do not prevent you from making a claim simply because you tried the product as directed and were not satisfied.

Your Statutory Rights

This guarantee is in addition to your rights under applicable consumer protection law. It does not limit any rights relating to faulty, damaged, or incorrectly described goods.

The 60-day period applies to our voluntary satisfaction guarantee. It does not mean that any legal rights you may have automatically end after 60 days. Where local law gives you stronger rights than this policy does, those rights apply.

Contact Us

Questions about our guarantee or need help with a product? Reach our customer support team through the contact details published on our Contact page. Please include your order number — it lets us find your order straight away.

Thank you for shopping with Rootclub.