Buyer Protection Policy

Buyer Protection Policy

Effective Date: February 12, 2026

The Roots@Home Buyer Protection Policy is designed to give you confidence when shopping in our Marketplace. We want every transaction to be safe, secure, and satisfactory.

Our Commitment: If an eligible purchase doesn't arrive, arrives damaged, or is significantly different from the listing description, we'll work with you to make it right.

Buyer Protection covers purchases when:

Item Not Received

  • The item was never delivered
  • Tracking shows delivery to the wrong address
  • The seller cannot provide proof of shipment

Note: You must wait until the estimated delivery date has passed before filing a claim for non-delivery.

Item Not as Described

  • The item is materially different from the listing (wrong size, color, model)
  • The condition is worse than described (e.g., listed as "like new" but arrives damaged)
  • The item is missing major components or accessories shown in the listing
  • The item is counterfeit or a replica when listed as authentic

Damaged During Shipping

  • The item arrives broken, cracked, or otherwise damaged
  • The packaging shows clear signs of mishandling

Important: Take photos of the damaged item and packaging immediately upon receipt. This evidence is required for damage claims.

Defective or Non-Functional

  • The item doesn't work as intended
  • The item has defects not disclosed in the listing

Buyer Protection does NOT cover:

  • Buyer's Remorse: Changed your mind or found a better price elsewhere
  • Minor Discrepancies: Slight color variations due to photography or monitor settings
  • Wear and Tear: Normal signs of use on items listed as "used" or "good" condition
  • Delayed Delivery: Items that arrive late but are otherwise as described
  • Incorrect Address: Items delivered to the address you provided, even if incorrect
  • Customs Issues: Items held or seized by customs (international orders)
  • Prohibited Items: Purchases of items that violate our policies
  • Direct Transactions: Purchases made outside the Roots@Home platform

When to File

You can file a Buyer Protection claim:

  • Non-Delivery: After the estimated delivery date has passed
  • Item Issues: Within 14 days of delivery

Claims filed after 14 days may not be eligible for protection.

How to File

  1. Go to your Orders page
  2. Find the order in question and click View Details
  3. Click Request Return or Report Issue
  4. Select the reason for your claim
  5. Provide a detailed description and upload photos (if applicable)
  6. Submit your claim

Required Evidence

To support your claim, you may need to provide:

  • Photos of the item showing the issue
  • Photos of the packaging (for damage claims)
  • Screenshots of the original listing
  • Tracking information
  • Communication with the seller

Return Window

Eligible items can be returned within 14 days of delivery.

Return Process

  1. Request Approval: File a return request through your order page
  2. Seller Response: The seller has 48 hours to approve or deny your request
  3. Ship the Item: Once approved, ship the item back with tracking
  4. Seller Receives: The seller confirms receipt of the returned item
  5. Refund Issued: Your refund is processed within 3-5 business days

Return Shipping Costs

  • Item Not as Described or Defective: Seller pays return shipping
  • Buyer's Remorse: Buyer pays return shipping (if seller accepts returns)

Refund Methods

Refunds are issued to your original payment method:

  • Credit/Debit Card: 5-10 business days
  • Bank Account: 3-5 business days

Refunds include the item price and original shipping costs (if applicable). Return shipping costs are not refunded unless the seller was at fault.

We strive to resolve all buyer protection claims quickly and fairly:

  • Seller Response: 48 hours to respond to your claim
  • Investigation: 3-5 business days for Roots@Home to review evidence
  • Decision: You'll receive a decision via email and in-app notification
  • Refund Processing: 3-5 business days after decision

Total Timeline: Most claims are resolved within 7-10 business days.

To maintain eligibility for Buyer Protection, you must:

  • Communicate First: Attempt to resolve issues directly with the seller before filing a claim
  • Provide Accurate Information: Ensure your shipping address and contact details are correct
  • Inspect Upon Delivery: Check items immediately and report issues within 14 days
  • Preserve Evidence: Keep packaging, photos, and documentation for damage or defect claims
  • Act in Good Faith: File claims only for legitimate issues, not to abuse the system
  • Return Items Properly: Ship returns with tracking and in the same condition received

Warning: Fraudulent claims or abuse of the Buyer Protection system may result in account suspension or termination.

If you have questions about Buyer Protection or need help with a claim, please contact us:

Email: support@rootsathome.com
Company: Roots@Home

Our support team is available Monday-Friday, 9 AM - 5 PM EST.

Last updated: February 12, 2026