Returns & Refunds Policy

We take real pride in the quality of everything that leaves our shop. If something isn't right with your order, here's exactly what you're entitled to and how we'll put it right. Nothing in this policy affects your statutory rights.

Cancelling your order

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order for any reason within 14 days of receiving your goods. Just contact us within that period and, once the goods are back with us, we'll give you a full refund including the original standard delivery cost.

The following items are exempt from the right to cancel:

• Perishable goods, such as fresh food, chilled items and plants
• Items made to order or personalised, including bespoke hampers

Returning your order

If you're not satisfied with your order, contact us within 14 days of receipt to arrange a return, then send the goods back to us within a further 14 days. We'll issue your refund once we receive the goods in unused, undamaged and in-date condition.

Please package goods securely and return them via a traceable delivery method to:

Refunds are processed within 14 days of receiving the returned items and credited to your original payment method. We don't refund return postage unless the goods are faulty or not as described.

Faulty or damaged items

Under the Consumer Rights Act 2015, if your goods arrive faulty, damaged or not as described, you're entitled to a full refund, replacement or repair within 30 days of receiving them — and we'll refund the original delivery cost too. If anything arrives in less than perfect condition, please get in touch straight away, ideally with a photo, and we'll sort it quickly.

Failed delivery and redelivery

If a delivery attempt is unsuccessful and the courier has followed the instructions you provided at checkout, we're unable to issue a refund. We can arrange for your goods to be re-sent, but the standard delivery fee will apply, and we regret we can't be responsible for perishable items that spoil in these circumstances.

Making a complaint

We take complaints seriously and aim to resolve them quickly. Please contact us with your order number, a description of the issue, and your contact details:

• Email: hello@rootsandvines.co.uk
• Phone: 01822 616818

We'll acknowledge your complaint within 48 hours and either resolve it or give you a clear timeframe for doing so.