RETURNS & REFUNDS POLICY
QUALITY AND PRODUCE
At Rootz HotHouse we delight ourselves in pleasing our clients with hand selected fresh and high quality corps delivered to you at your front door.
It is important to remember that both fruit and vegetables are a perishable, organic product that will react to indoor environment and external weather conditions. Unfortunately once the crop is harvester, a number of changes may result in their longevity being reduced.
Air conditioning: extreme change of hot or cold temperature may also have an adverse effect on the harvested and unharvested crop. Unfortunately, with all the none foreseen variables, it is difficult for Rootz HotHouse to covenant the produce quality in every case and most after distribution of the crop.
As each crop is unique, it would also be your requirements and concerns surrounding your (Grown to Orders) /Pre-Orders. For that reason, we ask that you please contact us via email at to discuss your queries or concerns in relation to your order.
All refunds for our services and crops are only privileged for our 'Loyal One' program and individual contract agreements. Non-VIP members will only qualify for an exchange when it adheres to our 24 Hour Returns Policy (see below). If the value of your order is below $75, we will offer a credit on your next purchase. If it is above $75, we will keep a $35 administration & delivery/collection fee and refund the balance.
WHEN A REFUND/CREDIT OR EXCHANGE WILL BE CONSIDERED
Crop is visibly moldy, or has become overripe/wilted (subject to produce characteristic) Crop is damaged, or has physically deteriorated within 24 hours at delivery location.
WHEN WILL YOU NOT BE GIVEN A REFUND?
Change of mind once order has been despatched/harvested or delivered. If you received your order more than 24 hours after delivery notification, and the produce has deteriorated. If the order was a delivered, and after two attempts to contact you for collection. at delivery location, we will forfeit your order or $75 (whichever is lowest) as administration costs.
Expectation of taste/flavour of crop such as rambo radish and cilantro. With every fruit & vegetable they all have their own characteristics based on the variety/cultivar traits and growing condition. No crop will be 100% on point, even in taste regardless when we do our best in growing and harvesting of a Class A or Expert grade quality crop.
Appearance; We harvest our crops for its general quality and reputation. Unsightly, imperfect corp(s) can still be classed as Expert quality - which helps us reduce wastage on planet Earth.
Commercial Reselling; If you are reselling our products/crops to clients without a prior agreement with us, we will not provide any refund, credit or exchanges. If you hold a "Loyal One" Membership, this membership will be revoked without any compensation.
Rootz HotHouse reserves the rights to the final decision including to void all guarantees and agreements based on the dispute resolution process.
24-HOUR RETURNS POLICY
On average, fresh crops should last between 24-48 hours, and 5-7 days depending on the type of produce. Chilled crops should last between 7 to 10 days if kept in a refrigerator. Should your fruit or vegetables perish within 24 hours of the delivery date, and we are satisfied that all care instructions provided have been followed, Rootz HotHouse will be more than happy to consider an exchange request for non-VIP members, or refund/credit for "Loyal One" members.
Rootz HotHouse reserves the rights to request photos or images of the original fruit/vegetables.
Rootz HotHouse requires that any dissatisfaction with the freshness of the fruit/vegetables be communicated to us within 24 hours of delivery.
In order assist us in quality control, it is our policy for you to return the original produce in the disputed condition at your own expense. Regretfully, we will not arrange an exchange of produce for you if the original produce has been disposed, and or photos are not available.
Should you need to cancel your (Grown to Order)/Pre-Order(s) before our concierge purchase, money will be refunded minus a $25 administrative fee only IF 48 hours notice is received by Rootz HotHouse prior to the scheduled delivery date. We are unable to cancel orders that are already purchased or prepared, and are out for delivery.
Cancellations; received after the applicable period stated above (if delivery is on the same day) are void. No refunds or credit will be issued to avoid administrative fee.
Contact us at to discuss your options.
Note: Any refunds for orders placed online are credited back to the original card on which the order was purchased, if that form of payment is selected. Refunds for "Loyal One" membership purchases may be processed through the original bank card used or bank account transfer only.