Returns & Refunds
Last updated: 14 October 2026
If something is not quite right with your order, we are here to help. Contact sales@rootstoconnection.com or call 01449 706338.
Your right to cancel an online order
For most goods bought online, UK consumers can tell us they want to cancel within 14 days after the day the goods are received, without giving a reason. You then have a further 14 days to send the goods back after telling us.
You may inspect goods as you would in a shop. Original packaging is helpful but is not a condition of your statutory cancellation right. We may reduce a refund for a loss in value caused by handling beyond what is necessary to check the goods' nature, characteristics and function, where the law permits.
Our additional 30-day returns offer
We also accept unused goods returned within 30 days of receipt, in their original condition with their packaging and labels, for a refund, exchange or store credit. Tell us which you would prefer. An exchange depends on stock availability.
This additional offer does not replace or limit your legal cancellation rights or your rights if goods are faulty, not as described or not fit for purpose. Sale items have the same statutory rights as full-price items.
How to return an item
Contact us with your order number or other proof of purchase and the items you wish to return. You do not need our permission to exercise a statutory cancellation right. Please pack your return securely and keep proof of posting or tracking.
Returns address
Roots to Connection
Magnolia
Borley Green
Woolpit
Bury St Edmunds
Suffolk
IP30 9RW
United Kingdom
Return postage and delivery charges
You pay the direct cost of returning goods when you change your mind. If we sent the wrong item, or goods are faulty, damaged on arrival or not as described, contact us so we can arrange the return and cover the reasonable return costs.
If you cancel your whole order under your statutory cancellation right, we refund the cost of our least expensive standard delivery option as well as the goods. Any extra cost you paid for an upgraded delivery service is not refunded.
When and how we refund you
Refunds go back to your original payment method, unless you expressly agree otherwise. For a statutory cancellation, we refund without undue delay and within 14 days of receiving the returned goods or evidence that you have sent them back, whichever is earlier. For returns under our additional 30-day offer, we refund within 14 days of receiving the goods.
We will confirm when your refund has been processed. Your bank or payment provider may take additional time to show it in your account. Please contact us if a refund has not arrived.
Faulty, damaged or incorrect goods
UK consumers normally have 30 days to reject goods that are faulty, not as described or not fit for purpose and receive a refund. Rights to repair, replacement or other remedies may continue after that period. Contact us with details of the problem; photos can help but are not a condition of your legal rights. A refund due for rejected faulty goods is paid without undue delay and within 14 days after we agree you are entitled to it.
Exceptions to change-of-mind returns
Some goods have legal exceptions to the cancellation right, including personalised or custom-made goods, goods that deteriorate rapidly, and sealed goods unsuitable for return for health or hygiene reasons once unsealed. These exceptions do not remove your rights where goods are faulty or not as described.
This policy covers goods bought directly from Roots to Connection. For purchases made on another retailer's website, such as Tropic, contact that retailer and follow its returns policy. Nothing here limits any mandatory consumer rights that apply to your purchase.