Returns Policy

Cancellations / Change of Mind / Returning Non-Defective Items

• You can cancel your order or return non-defective items within 7 days of delivery if the items are unused, unassembled, and in original packaging.
• Email returns@rootsandresin.co.za with pictures and reasons for the return or cancellation.
• Handling fees: Minimum 5% or R100, deducted from the refund/credit.
• The customer bears the delivery and collection costs for non-defective items.
• For orders with free delivery promotions, the cost of initial delivery and collection (equivalent to the delivery fee to the customer's area) will be deducted from the refund.
• The right to cancel or return does not apply to custom-made or personalised items.
• Refunds for cancellations or returns will be processed within 30 days of the cancellation date.
• If the original packaging has been discarded, it is the customer's responsibility to ensure that goods are reasonably packaged and protected before being returned. Damages that occur as a result of absent or insufficient packaging/protection will carry additional charges that the customer will be liable for at Roots and Resin discretion.
• Roots and Resin reserves the right to refuse the return of products that have been assembled, partly assembled, or where the original packaging has been discarded. Return of such products could carry charges at Roots and Resin's discretion.
• If you paid for the products to be assembled, assembled items cannot be returned.
• Quality control inspection can take up to 3 working days.
• For Click and Collect orders, it is the customer's sole responsibility to return the item to the collection point. Roots and Resin will not be liable for any return costs.

Returning Defective or Damaged Items

• Inspect all goods upon delivery.
• Report visible damage immediately; refuse delivery if necessary.
• Report hidden damage within 48 hours. If damage is reported after 48 hours, it is reasonable for Roots & Resin Furniture to assume the damage was caused post-delivery. If customers are not present on delivery, they must check products or have a responsible representative check products within the 48-hour window.
• Email returns@rootsandresin.co.za with pictures and details.
• Roots and Resin will decide on repair, replacement, or refund.
• For Click and Collect orders, it is the customer's responsibility to return the item to the collection point. Roots and Resin will not be liable for any return costs.
• If the product is found not to be defective, the customer will bear all transport costs and handling fees.
• Where an item is replaced, Roots and Resin will be liable for collection and delivery costs.
• Exchanged items will be delivered to the original delivery address. If the delivery address is different, additional fees will apply.
• If any parts of a product are found missing, the customer must report this to Roots and Resin within 48 hours of receiving the item. After this 48-hour period, the return or replacement of the product or part will be at Roots and Resin's discretion.

Warranty Claims

• All products have a 1-year warranty unless specified otherwise.
• The original sales invoice or other proof of purchase is required for all warranty claims.
• Covers factory faults or defects, not wear and tear or misuse.
• Warranties cannot be claimed where the product has been altered in any way from its original state.
• If within 1 year after delivery, you find that the product is defective/faulty, unsuitable for the purpose for which it was indicated in the product description (or otherwise generally intended), not legal or not reasonably durable (based on circumstances and product type), Roots and Resin is entitled to repair or replace the defective/faulty part (if available) or repair or replace the whole product (if available). Should Roots and Resin not be able to repair or replace the product, you are entitled to an online credit or a refund.
• For warranty claims, please email returns@rootsandresin.co.za with a description of your problem and your original order number. Please note you will be required to upload pictures of the items that are defective. Once submitted, we will review the request within 72 hours and will contact you to make any necessary arrangements.
• Replacement or repair is based on product condition and usage.
• The warranty does not cover commercial use unless stated otherwise.

Refunds

• Processed within 7 working days after the refund has been approved/processed; may take up to an additional 5 working days to reflect in the bank account.
• Refunds are made via the original payment method.