Refund policy

Return Policy

At Decor Root, we want you to feel complete confidence in the ceramic finish, tactile texture, and timber craftsmanship of our decor. Our return policy is structured in full accordance with the Australian Consumer Law (ACL). Due to the high vulnerability of high-fired ceramics to chipping and potting soil contamination, please review our return conditions below carefully.

1. Return Window

Customers have the right to request a return within 30 days from the documented date of delivery. Return requests submitted after this 30-day period will not be accepted for change of mind.

2. Change of Mind Eligibility & Conditions

To qualify for a valid return and subsequent refund under our change-of-mind policy, your items must strictly adhere to the following criteria:

  • The ceramic pot, terracotta planter, saucer, or wooden plant stand must be completely unpotted, unplanted, unused, and in its original, brand-new condition.
  • Potting Soil & Water Exposure Notice: Planters and saucers cannot be returned if potting mix, soil, living roots, fertilizer, or water has been introduced into the vessel. Terracotta and unglazed ceramics naturally absorb mineral salts and damp soil marks, rendering used vessels strictly ineligible for return.
  • Ceramic rims, drainage holes, and saucers must show zero hairline fractures, chips, scuffs, or water-scale staining.
  • Wooden plant stands must not show screw assembly friction marks, timber indentations, or floor dirt.
  • All original packaging, molded high-density foam buffers, internal corner protectors, silicone base feet pads, and branded hangtags must remain fully intact inside the return parcel.
  • Items showing signs of outdoor weathering, plant repotting, soil residues, or damaged cartons will be strictly rejected during our quality inspection.

3. Australian Consumer Law (ACL) Guarantee

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

4. Return Shipping Costs

For change-of-mind returns, the customer is responsible for paying all shipping costs associated with returning their items. Return shipping costs are non-refundable. Due to the heavy and fragile nature of high-density stoneware, we recommend using a trackable shipping service and purchasing parcel transit insurance, as Decor Root cannot guarantee receipt of returned items without tracking proof.

5. How to Initiate a Return

  1. Contact our customer concierge team at support@decorroot.shop within 30 days of delivery. Please include your order number, planter model/size, and reason for return.
  2. Our support team will review your request and provide you with an authorized return warehouse address, an RMA number, and specialized fragile-cushioning repackaging instructions.
  3. Do not mail your items back to the address printed on the original shipping label or our corporate administrative address. Returns sent to unauthorized addresses cannot be processed.

Refund Policy

This Refund Policy details our procedures regarding order cancellations and the financial resolution of authorized returns.

1. Order Cancellations and Modifications

  • If you need to cancel or modify your order (such as changing a planter diameter, glaze finish, or delivery address), contact us immediately at support@decorroot.shop.
  • We enforce a strict 1 - 2 hour cancellation window from the exact time of purchase.
  • Once this window has passed, your order is automatically transmitted to our automated fulfillment network and cannot be altered or canceled. If you no longer want the items, you will need to accept delivery and follow our standard Return Policy.

2. Inspection and Approval Process

Once your returned package arrives at our designated logistics facility, our ceramic quality team will inspect each item under bright lighting to verify compliance with our return conditions (100% soil-free, chip-free rims, undamaged timber joints, and intact molded foam packaging). Following inspection, we will send you an email notifying you whether your refund has been approved or rejected.

3. Refund Timing

If your return is approved, your refund will be processed immediately. The funds will automatically be credited back to your original payment method (e.g., Credit Card, PayPal) within 3 to 10 business days.

4. Delayed or Missing Refunds

If you have received an approval notice but have not seen the credit reflected in your account:

  • Check your bank account or credit card statement again.
  • Contact your bank or financial institution, as processing times vary before funds officially post.
  • If you have completed these steps and still have not received your refund, please contact us at support@decorroot.shop for further assistance.