We are confident that you will love our products. However, if for any reason you are not fully satisfied with your purchase, our customer service team are ready to make sure that your case is professionally and efficiently dealt with.
If you change your mind:
You can cancel your order within 5 days from the date of delivery by contacting us by either phone or email for credit or a refund. You will also need to ensure that we receive the item back within 3 days of notifying us. We do not cover the cost of returns.
It is your responsibility to ensure that goods are returned in a resalable condition and that they are received by us within 3 days of cancellation. If either of these conditions is not met, then you will not be able to return the goods and receive a full refund.
If your item is damaged in transit:
In the rare case that your item is damaged by the courier, we will be more than happy to send a replacement. Contact us as soon as possible with your order number, either by phone or email.
If you wish to change your order:
If you want to make any changes to the products that you have ordered, then please contact us as soon as possible to let us know how we can help. If you wish to change your order after it has already been packed and sent out, then you will need to ensure that we receive any unwanted items back within 3 days of notifying us. We do not cover the cost of returns.
If you have any other queries:
If you have any other problems with an order at any point in the process, then please do not hesitate to call.
We are open to queries Monday to Friday, 9:30 – 5:30.
Overview
Our refund and returns policy lasts 15 days. If 15 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as edibles, flowers, Oils, body & hair products, soap, candles, cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
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- Gift cards
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- Downloadable software products
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- Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted:
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- Book with obvious signs of use
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- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
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- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
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- Any item that is returned more than 15 days after delivery
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 working days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at contact@rootandresin.co.ke
Clearance Sale items
Only regular priced or regular sale items may be refunded. Clearance sale items cannot be returned or refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at contact@rootandresin.co.ke and send your item to our shipping return address.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping returns
To return your product, you should mail or return your product to: The Root & Resin Shop, Unit A6, Ground Floor, Table 54 Building, Forest Line Road, Ngong Town , Next To KCB Ngong.
You will be responsible for paying for your shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item when using your own shipping method
Need help?
Contact us at contact@rootandresin.co.ke for questions related to refunds and returns.