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Refund policy

Last Updated: October 15, 2026

This Returns & Refund Policy applies to orders placed on www.rootdirect.com (the RootDirect website) and is part of our Terms of Sale. Nothing in this policy limits the rights you have under a manufacturer's warranty or under applicable law.

At a Glance

  • Return window: 10 days after delivery, for new, unused items in their original packaging.
  • Every return needs a Return Merchandise Authorization (RMA) number before you ship it.
  • Restocking fee: up to 15% on returns that are not our fault; you pay the return shipping.
  • Damaged, defective, wrong, or missing item: tell us within 7 days of delivery. No fee, and we pay the shipping.
  • Refunds go back to your original payment method within 10 business days after we receive and inspect the return.

1. Eligibility and Return Window

1.1 You may return most items bought on the RootDirect website within 10 days after delivery. The window starts on the delivery date shown in the carrier's tracking.

1.2 Items listed in section 4 (Non-Returnable Items) cannot be returned.

1.3 If an item arrives damaged, defective, wrong, or missing, skip this section and report it under section 6 within 7 days of delivery. There is no fee, and we pay the shipping.

2. How to Start a Return

2.1 Every return needs a Return Merchandise Authorization (RMA) number before you ship anything back.

2.2 Request an RMA in any of these ways:

2.3 Tell us your order number, the item and quantity you want to return, and the reason for the return. For a damaged item, attach photos of the item and the packaging.

2.4 We reply with an RMA number, return instructions, and the return address. Ship the return only to the address on the RMA.

2.5 Write the RMA number on the outside of the package. A return that arrives without an RMA number may be refused or delayed.

2.6 Ship the return within 14 days after we issue the RMA. We recommend a tracked shipping service. You are responsible for the return until it reaches us.

3. Condition Requirements

3.1 Returned items must be new and unused, in the original manufacturer's packaging, with all accessories, parts, manuals, and documentation.

3.2 Keep the manufacturer's packaging clean. Do not write on it, tape over it, or use it as the shipping box. Pack it inside a separate outer shipping box.

3.3 If a return does not meet these requirements, we may refuse it. We will contact you to discuss your options.

4. Non-Returnable Items

4.1 The following items cannot be returned. Section 6 still applies if the item arrives damaged or defective, or if we shipped the wrong item.

  • Special-order and drop-ship items
  • Cut-to-length wire, cable, and rope
  • Hazardous materials and lithium batteries, unless defective
  • Opened personal protective equipment (PPE) and hygiene items, including respirators, hearing protection, gloves, and eyewear
  • Opened consumables, including chemicals, adhesives, blades, and bits
  • Clearance and final-sale items
  • Items that are not new and resalable in their original packaging

4.2 Not sure whether an item can be returned? Contact us before you order.

5. Restocking Fee and Return Shipping

5.1 A restocking fee of up to 15% of the item price applies to returns that are not due to our error, a product defect, or transit damage. We deduct the fee from your refund.

5.2 You pay the return shipping on those returns.

5.3 When the return is due to our error, a product defect, or transit damage, there is no restocking fee and we send you a prepaid return shipping label.

6. Damaged, Defective, Wrong, or Missing Items

6.1 Inspect your order when it arrives. Report any damaged, defective, wrong, or missing item within 7 days of delivery, using any of the contact methods in section 2.

6.2 Include photos of the item, the packaging, and the shipping label. For a missing item, tell us what is missing and send a photo of what you received.

6.3 Keep the item and all packaging until we tell you the claim is resolved. The carrier may need to inspect them.

6.4 We will send a replacement or refund you, at our cost. No restocking fee applies, and if the item needs to come back to us we send a prepaid return label.

6.5 If the 7-day window has passed, contact us anyway. Late reports are handled at our discretion, because the carrier's claim window may have closed.

6.6 A defect that appears after the 7-day window is usually covered by the manufacturer's warranty. Contact us and we will tell you how to proceed.

6.7 Packages that are lost or stolen in transit are covered by our Shipping Policy.

7. Refund Method and Timing

7.1 Refunds go to your original payment method.

7.2 We issue the refund within 10 business days after we receive and inspect your return, and we email you when it is issued.

7.3 Your bank, card issuer, or payment provider may take additional time to post the refund to your account.

7.4 Original shipping charges are not refunded, except on returns under section 6 (our error, a product defect, or transit damage).

8. Exchanges

8.1 We do not process direct exchanges. To exchange an item, return it under this policy and place a new order for the item you want.

8.2 You do not have to wait for the return to be processed. Place the new order right away, and we refund the returned item under section 7.

8.3 If we shipped the wrong item, section 6 applies and we send the correct item at our cost.

9. Business Accounts on Payment Terms

9.1 If you buy on an approved business account with payment terms (net terms), including a Pro account ordering on terms through the RootDirect website, your returns are governed by section 7 (Returns) of our Terms & Conditions of Sale (Business Accounts) at https://www.rootbrothers.com/contact/terms-service.

9.2 A return authorization is still required for those orders. If that document and this policy differ for a business-account order, that document controls.

10. Contact

10.1 Questions about a return or refund? Contact the RootDirect team:

  • Email: sales@rootdirect.com
  • Phone: (773) 264-5000
  • Hours: Monday–Friday, 8:00 AM – 5:00 PM Central
  • Mail: Root Brothers Manufacturing & Supply Company, 651 Conkey St, Hammond, IN 46324

10.2 We may update this policy at any time. Changes take effect when they are posted on the RootDirect website and apply to orders placed after the posting date.