Refund policy

We want you to keep your furniture because you love it, not because you are stuck with it. This policy explains what is covered, what is not, and exactly what happens if your piece arrives damaged, defective or not what you ordered. It is written plainly on purpose: there are no hidden restocking fees and no fine-print traps.

Every piece is made to order

Rootelier does not hold stock. Every piece is cut and finished after you order it, to the size and finish you chose. That has one consequence worth stating plainly before you buy: we cannot accept a return for change of mind. A made-to-order piece cannot be resold to anyone else, and there is no warehouse for it to come back to.

This does not affect your position if something arrives damaged, defective or not what you ordered. That case is covered below, and it costs you nothing.

What that means before you order

Because the piece is final once production starts, the time to get it right is before you order:

Check the dimensions against the room, the doorway and the stairwell the piece has to travel through. Every product page lists the size, and we will confirm any measurement by email before you commit.
Check the finish. Finish tones read differently under different light, and a screen is not a reliable guide. Ask us and we will tell you what to expect.
Ask anything you are unsure about. We reply to questions about custom work as quickly as we can.

You can cancel at no cost within 24 hours of ordering, provided production has not started. See Cancellations below.

Damaged, defective or wrong items

This is different, and the rules are simple. If your piece arrives damaged, arrives with a manufacturing defect, or is not what you ordered, email support@rootelier.com within 14 calendar days of delivery with:

your order number
photographs of the item showing the problem
photographs of the outer packaging, including any damage to it

You do not need to ship anything back. Once we have seen the photographs we will either send a replacement or refund you in full, and we will tell you which within 1 to 2 business days. There is no return label to print, no carrier to book, and no cost to you.

Keep the packaging until the matter is settled. In the rare case where we do need the item collected, we arrange and pay for that ourselves.

Refunds

Once we have confirmed the problem from your photographs, we email you to confirm the outcome. Approved refunds are issued to your original payment method within 5 business days. Your bank or card issuer may take a further 3 to 10 business days to post the credit, and that part is out of our hands.

Refunds cover the price you paid for the item plus any sales tax charged on it. Because shipping to you was free, there is no outbound shipping cost to deduct.

Exchanges

If a piece arrives damaged, defective or wrong and you would rather have a replacement than a refund, say so in the same email and we will take that into account. You do not send the original back, and there is nothing further to pay.

Bundles

A bundle is sold and priced as a single item. If one component of a bundle arrives damaged, defective or wrong, we replace or refund that component on its own and the rest of the bundle is unaffected. Nothing is returned.

Change of mind does not apply to a bundle, for the same reason it does not apply to any other piece: the components are cut to order and cannot be resold.

Cancellations

Email us within 24 hours of placing an order and we will cancel it in full at no cost, provided production has not started. Contact details are at the bottom of this page.

After production starts a piece cannot be cancelled, because the material has been committed to your specification and cannot be used for another order.

Your statutory rights

Nothing in this policy limits any right you have under applicable US federal or state consumer protection law, including any implied warranty of merchantability or fitness that cannot lawfully be excluded in your state.