Refund policy
Refund Policy
Returns
Our return policy lasts 30 days from the date of delivery. After 30 days, we are unable to offer a refund or exchange for eligible products.
To qualify for a return, items must be:
- Unused
- In original condition
- In original packaging
Proof of purchase or order confirmation is required for all return requests.
To begin a return request, please contact us at:
[your email here]
Non-Returnable Products
Due to the perishable and biological nature of certain products, we cannot accept returns or offer refunds on:
- Live worms
- Worm castings
- Soil amendments
- Bedding materials
- Other consumable or biological products
However, qualifying live worm orders are covered under our Live Arrival Guarantee policy.
Live Arrival Guarantee
If your live worms arrive dead on arrival (DOA), you must:
- Contact us within 2 hours of confirmed delivery
- Provide clear photos or videos of the shipment and contents
- Retain original packaging until the claim is reviewed
Approved claims may qualify for:
- Replacement shipment
- Store credit
- Partial or full refund at our discretion
The Live Arrival Guarantee does not cover:
- Incorrect shipping addresses
- Delayed package retrieval
- Weather exposure after delivery
- Carrier delays outside our control
- Improper care after delivery
Refunds (If Applicable)
Once your return is received and inspected, we will notify you by email regarding approval or rejection of your refund.
If approved, your refund will be processed back to your original payment method within several business days depending on your payment provider.
Shipping costs are non-refundable unless the error was caused by Root & Cast.
Late or Missing Refunds
If you have not received your refund:
- Check your bank account again
- Contact your credit card provider
- Contact your bank, as processing times may vary
If you still have not received your refund, please contact us at:
[your email here]
Exchanges
We only replace items if they arrive damaged, defective, or incorrect.
If you need an exchange, please contact us at:
[your email here]
Customers may be asked to provide photos of damaged or incorrect items before approval.
Return Shipping
Customers are responsible for return shipping costs unless the return is due to an error made by Root & Cast.
We recommend using a trackable shipping service or purchasing shipping insurance for higher-value returns, as we cannot guarantee receipt of returned packages.
Shipping Address for Returns
Root & Cast
[your return mailing address here]
Contact Information
For questions regarding returns, refunds, or exchanges, please contact:
Root & Cast
Email: holyvermicast@gmail.com