Return and Refund Policy

Returns Policy

At Roots Supply Solutions, we ensure that every item we supply or repair undergoes rigorous testing and is securely packaged, using anti-static materials when necessary, to guarantee its safe arrival. If you do not notify us of any issues within 7 days of receiving your order, we will assume that the items were delivered in perfect condition and are functioning as expected.

Return Guidelines:
If you wish to return an item for any reason, please notify us within 7 days of receiving your order. Once your return request is acknowledged, you have an additional 7 days to send the item back, along with its original packaging and all associated documentation, for evaluation.

Conditions for Returns:
If you wish to return an item for reasons not specified below, you must inform us in writing within 7 days of receiving the item, stating the reason for the return. The item must then be returned within 7 days in its original, unopened condition and packaging, suitable for immediate resale. Please note that such returns will be subject to a 35% restocking fee.

Authorized Returns:
We’re happy to process returns in the following situations:

1. Faulty Items Upon Receipt:
We provide a comprehensive 12-month return-to-base warranty on all reconditioned, service exchange, and new parts. If you encounter any issues within 12 months of delivery, please contact our Customer Relationship Team for assistance and guidance on the next steps. Refer to our warranty page for detailed terms and conditions.

2. Damaged During Transit:
If your items arrive damaged, please inform us within 7 days. We will arrange for a replacement unit, if available, or provide a full refund through the original payment method. Shipping costs will be reimbursed if the damage is attributable to our packaging or carrier. Please do not return any damaged items without prior instruction, as they may need to be inspected by the courier. Photographic evidence of the damage may be required to support any claims.

3. Incorrect Items:
If the items received do not match your order, please contact us within 7 days to arrange for collection and return.

We are committed to providing you with a smooth and satisfactory return process. If you have any questions or need additional help, don’t hesitate to get in touch with our Customer Support Team.