Refund policy

We have a no return, no refund policy for live plants and soils. Due to conditions beyond our control once a plant is shipped out, we can't accept any returns or refunds.

We carefully package and photograph each shipment before leaving and take all precautions possible. So we only ship well rooted, healthy, acclimated plants.

If your plant arrives dead or damaged, please send us a message and attach images as soon as you receive it. We will see what we can do for you.

Hydroponic towers and accessories have a 30 day warranty against manufacturing defects. They can be returned or exchanged at any time during the 30 days.

You can always contact us for any questions at NewRootsCanada@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if any item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.