Root

Information

returns policy

Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time.

Root Classic Returns Policy

When your item arrived, you must check it as soon as possible following receipt and always before use Please ensure that a returns authorisation number is obtained before attempting to return any items to us (please see the section headed "What to do to return your item to us" below).

Your right to change your mind

We've all done it, ordered something and then realised later that it is no longer needed. You have 14 days to cancel your order under our 14 day return period policy, which starts on the day after you received the item. It's so simple, please follow the steps set out below (please see the section headed "What to do to return your item to us"). All items must be returned unused and in the original packaging as they were in when received by you.

Wrong item received

We apologise if you have received the wrong item by mistake. This is not common and we want to resolve this as quickly as possible for you. To receive a refund or a replacement, you must return the item in the same condition you received it and within 14 days from the day on which you received the item.

Damaged or faulty items

Please accept our apologies if you have received an item that is damaged or faulty. We understand how frustrating this can be and want to resolve this as quickly as possible for you. Our Returns Policy for faulty items upholds your statutory rights.

Item not received

We apologise if you have not received your item. This is not common and we want to resolve this as quickly as possible for you. To receive a refund or a replacement, you must inform us that you have not received your item within 21 days from the day on which you received an email from us confirming that the item had been despatched.

Your statutory rights

Our Returns Policy does not affect your statutory rights.

Warranties

We ask you to keep all warranty information that may accompany your item as this may give you extra rights.

Technical support services

Technical support is available between the hours of 9am and 5pm Monday to Friday at support@rootclassic.com

What to do to return your item to us

Contact us through your account via our online message centre.

You must inform our customer service team of your order number, the item you are returning and the reason for return. We will then provide you with a unique returns authorisation number and will confirm the address you need to return the item to.

Please package the item securely and include inside the package your order number, name and address Please obtain a proof of postage from the Post Office when you send your item to us. Proof of postage does not cost anything without it, however, we may not be able to process your refund or replacement in the rare event that your item is lost in transit

If you request a replacement and the product is no longer available, we will process the refund back to the original credit/debit card/PayPal account used to purchase the item.

Any item you have accepted and then return is your responsibility until it reaches our warehouse. Please ensure that you send your item back to us using a delivery service that insures you for the value of the goods.

What we'll do next

All products returned to us are checked by our Returns Department. returns@rootclassic.com.

If you are entitled to a refund then we will refund the price of your item (including the cost of delivery).

Returns are usually processed within 7 working days of receipt of a cancelled order, and at the latest within 28 days of receipt.

We will only refund the original credit/debit card/PayPal account used to purchase the item.

Return of replacement goods

If an item you ordered was found to be faulty and we replaced it, you have the right to cancel your order in respect of the replacement product within 7 working days starting on the day after you received the replacement item and receive a refund.

Cost of returning items

Please note that we can only refund the postage costs for returning an item where:

we sent you the wrong item, or the item is damaged or faulty; or where you are returning a substitute or replacement item which you do not want to keep. We will not refund postage for items found to be in good working order. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.

Complaints

If you are not satisfied with the way in which we have handled the return, replacement or repair of any item, we apologise. Please contact our customer service representatives on the number provided to you in your order confirmation or at cs@rootclassic.com. By post at 90 Lots Road, Chelsea, London SW10 0QD.
(c) Copyright 2012 Root Classic. All rights reserved