Refund policy
We want every Urban Roots piece you bring home to feel loved, cared for, and thriving.
Our products are crafted with intention — from the ceramic shell to the living plant and self-watering system. If something doesn’t arrive as expected, or your plant struggles in the first few weeks, we’re here to help.
🌱 Our 30-Day Green Guarantee
We want your plant to thrive from day one.
Every Urban Roots order is protected for 30 days.
What’s Covered
We’ll gladly replace or support you through:
Significant decline within 30 days (beyond normal adjustment)
Plants that arrive with pests, rot, or severe damage
Product defects that affect performance
Missing or incorrect parts
Just send us a photo so we can help diagnose the issue and arrange the right solution.
Every order includes one complimentary replacement within the guarantee window.
🌼 What’s Not Covered
(And thank you for understanding these boundaries — they help us keep the guarantee sustainable.)
Normal acclimation (a few yellow leaves, slight drooping)
Issues caused by incorrect light, watering, or care
Accidental or pet-related damage
Cosmetic imperfections that do not affect function
Modifying, removing, or tampering with the watering system or pot
🌿 Returns (For Non-Plant Items)
If you need to return your item for reasons outside the Green Guarantee, you have 30 days from the day you receive it.
To qualify, your item must:
- Be in its original condition
- Be unopened, unused, and unaltered
- Be returned in original packaging (this helps protect it in transit)
- Please keep your receipt or proof of purchase.
To begin a return, email us at hello@urban-roots.co
We’ll walk you through the next steps.
Return parcels may be sent to:
32 Jalan PJU 1A/42B, Ara Damansara, 47301 Petaling Jaya
If you have any concerns at all, we’re always here to help: hello@urban-roots.co or our whatsapp #
🌸 Damages on Arrival
We check every piece carefully before it leaves us, but if something arrives damaged or incorrect, please reach out immediately with photos and we’ll make it right as quickly as possible.
🌾 Exchanges
If you’d like something different, the easiest way is to:
Submit a return request
Once approved, place a new order for the item you want
This keeps the process smooth and fair for everyone.
🌻 Refunds
Once your return reaches us, we’ll inspect it and update you on approval.
If approved, your refund will be sent to your original payment method within 10 business days.
(Your bank or card issuer may take a little longer to reflect the amount.)
If more than 15 business days have passed after your return was approved, please get in touch and we’ll follow up right away.
✨ A Closing Note
Our goal is simple: we want you to feel confident and cared for when you bring an Urban Roots piece into your home. Our policies and guarantees are designed to honour the craft, the plant’s wellbeing, and your experience.
We’re always here to help you grow something beautiful.
