Refund policy

Ask for a return when your order arrives. Please check it as soon as you get it and tell us right away if something isn't right.

To be returned, an item must be unused, in its original packaging and in the condition you received it, with your order number or receipt.

To start a return, email us at countryrootsltd@gmail.com. Items sent back without asking first can't be accepted.

If we accept your return, we'll tell you where to send it. Return shipping is paid by you unless we made a mistake or the item arrived damaged.

Damaged or wrong items

Please check your order when it arrives. If something is damaged, defective or not what you ordered, contact us right away so we can make it right.

We will replace any broken glass products of ours if an accident happens. Take a photo, email it to countryrootsltd@gmail.com, and we'll arrange a replacement for the cost of shipping.

Live goods and perishables

Perishable goods can't be returned.

That includes live insects, mites, nematodes and worms, and our liquid ferments and natural inputs, which are living feeds.

If live goods arrive dead, send us a photo within 24 hours of delivery and we'll replace them or refund you.

Opened bags of soil, compost, castings, minerals or amendments can't be returned.

Event tickets

For a question about an event ticket, email us at countryrootsltd@gmail.com.

Soil and water tests

A soil or water test can't be refunded once the lab has run your sample. To cancel before then, email us.

Refunds and exchanges

We'll let you know once we've received and checked your return, and whether the refund is approved. Approved refunds go back to your original payment method within 10 business days; your bank may take a little longer to post it.

To exchange an item, return the one you have, and once the return is accepted, place a new order for the one you want.