ROOTSI SHIPPING, RETURNS, REFUNDS & CANCELLATIONS POLICY

Effective Date: September 2026

1. MULTI-VENDOR SHIPPING

Rootsi is a multi-vendor marketplace.

Products purchased from different sellers may be shipped from different locations.

One checkout may therefore result in:

• multiple parcels;
• multiple tracking numbers; and
• separate shipping charges.

2. SHIPPING CHARGES

Shipping charges depend on factors including collection location, delivery destination, parcel dimensions, weight, courier and selected delivery method.

Applicable shipping charges will be displayed during checkout where available.

3. SELLER RESPONSIBILITIES

Sellers must:

• package plants appropriately;
• reasonably protect products against normal courier movement;
• provide accurate parcel information;
• prepare orders within required dispatch periods; and
• hand parcels to the applicable courier/service.

4. BUYER RESPONSIBILITIES

Buyers must provide accurate:

• recipient information;
• delivery address;
• telephone number;
• postal code; and
• other information reasonably necessary for delivery.

Additional delivery costs caused by incorrect information supplied by the buyer may be charged where legally permissible.

5. TRACKING

Tracking information will be supplied where available.

6. DELIVERY DELAYS

Courier delivery periods are estimates unless expressly guaranteed.

Weather, traffic, public holidays, remote locations, operational problems and other circumstances may cause delays.

7. LOST PARCELS

If a parcel appears to be lost, contact:

admin@rootsi.co.za

Rootsi may investigate with the seller and courier before determining the appropriate resolution.

8. DAMAGED PARCELS

If a parcel arrives damaged:

1. photograph the external parcel;
2. photograph the internal packaging;
3. photograph the affected product;
4. retain the packaging; and
5. report the issue promptly to Rootsi.

9. LIVE PLANT RETURNS

Live plants are living and potentially perishable products.

Ordinary change-of-mind returns may therefore not always be possible or appropriate.

This does not remove statutory rights concerning defective, unsafe, incorrect or materially misrepresented products where those rights apply.

10. REFUNDS

Where a refund is approved, it will normally be processed through the original payment method where reasonably possible.

Payment-provider or banking processing periods may affect how long funds take to reflect.

11. PARTIAL REFUNDS

A partial refund may be agreed where the buyer keeps a product but an accepted material problem justifies an adjustment.

12. STORE CREDIT

Rootsi credit may be offered as an optional remedy.

A consumer will not be required to accept store credit where applicable law entitles the consumer to another remedy.

13. BUYER CANCELLATIONS

Orders that have not yet been processed or dispatched may be eligible for cancellation depending on the circumstances and applicable law.

Once a live plant has been prepared for dispatch or dispatched, cancellation may not always be possible.

Auction purchases are additionally subject to Rootsi\'s Auction Terms.

14. SELLER CANCELLATIONS

A seller who cannot fulfil an order must notify Rootsi promptly.

Where appropriate, the affected buyer will receive a refund.

Repeated seller cancellations may result in marketplace restrictions.

15. CONTACT

Shipping and refund enquiries:

admin@rootsi.co.za