Refund policy

We want you to feel confident ordering from Roo. If something isn’t right, we’ll work with you to make it right within the guidelines below.

Returns

We offer 30-day returns on eligible items. This means you have 30 days from the date you receive your order to request a return.

To be eligible for a return, items must be:

  • Unused, unworn, and in original condition
  • Free of dirt, wear, or damage
  • Returned with original packaging and tags (if applicable)
  • Accompanied by proof of purchase

Items sent back without first requesting a return will not be accepted.

How to Start a Return

To initiate a return, contact us at info@roogardening.com with your order number and a brief explanation.

If your return is approved, we’ll provide instructions on how and where to send your item.

Return Shipping Costs

  • Return shipping costs are the responsibility of the customer
  • If a return is due to an error on our part (wrong item, defect, or damage), we will cover return shipping
  • If a prepaid return label is provided for a standard return, the cost of return shipping may be deducted from your refund

Original shipping costs are non-refundable.

Damaged or Incorrect Items

Please inspect your order upon delivery. If your item arrives damaged, defective, or incorrect, contact us as soon as possible so we can evaluate the issue and resolve it promptly.

Non-Returnable Items

The following items are not eligible for return:

  • Sale or clearance items
  • Gift cards
  • Custom or personalized products

If you have questions about whether your item qualifies, please contact us before initiating a return.

Exchanges

We do not offer direct exchanges.
The fastest way to get a different item is to return your original purchase (if eligible) and place a new order once the return is approved.

Refunds

Once we receive and inspect your return, we’ll notify you of the approval status.

If approved:

  • Refunds are issued to the original payment method
  • Refunds are processed within 5–10 business days after approval
  • Processing times may vary depending on your bank or card issuer

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at info@roogardening.com.

European Union 14-Day Cooling-Off Period

If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days of delivery, for any reason and without justification.

Returned items must be unused, in original condition, and include original packaging and proof of purchase. Return shipping costs are the responsibility of the customer unless the return is due to an error on our part.

Questions

If you have any questions about returns or refunds, reach out anytime at info@roogardening.com. We’re here to help.