Refund policy

Rooted Arborist Supply: Arborist Return & Exchange Policy 🌲

 

At Rooted Arborist Supply, we understand the critical safety demands of professional arboriculture. We stand behind the quality of our gear. If you're not fully satisfied, we're here to help, provided the equipment meets our safety and resale standards.

 

1. General Return Conditions

 

  • Eligibility Window: Returns or exchanges must be initiated within 30 days of the original purchase date.

  • Condition of Gear: All items must be returned in new, unused, and completely resalable condition. This means:

    • No signs of wear, dirt, grease, sap, or use.

    • All original tags, safety labels, factory packaging, and instructions must be intact.

  • Proof of Purchase: A valid receipt, packing slip, or order confirmation is required for all transactions.

  • Refund Method: Refunds will be credited to the original form of payment. Allow 5–10 business days for processing after we receive and inspect the returned items.

 

2. Safety & Rigging Gear: Strict Final Sale Policy

 

Due to the essential, life-saving nature of this equipment, we maintain a Zero-Tolerance Policy on returns for safety-critical gear to guarantee the integrity and trustworthiness of every item we sell.

The following items are FINAL SALE and cannot be returned or exchanged if their original sealed packaging has been opened, removed, tampered with, or if the item shows any sign of use or wear:

Category Non-Returnable Items (If Opened/Used)
Life Safety Arborist Saddles (Harnesses), Climbing Helmets (if tags removed or worn), Lanyards, Positioning Straps, and Ascenders/Descenders (e.g., rope grabs, friction brakes).
Rope & Cordage Climbing and Rigging Ropes (if the spool or factory package has been opened or uncoiled), Throw Lines, and Spliced Slings.
Hardware Carabiners, Quick Links, Swivels, Pulleys (if removed from original sealed packaging), and Rigging Blocks/Ports.
Rigging Accessories Friction Savers/Redirects and Anchor Slings (if removed from sealed package).
Export to Sheets

 

3. Chainsaws & Power Equipment

 

The integrity of our power equipment is managed separately due to fueling requirements:

  • Final Sale (Non-Returnable): Chainsaws, Engines, and Motors that have been filled with gas, oil, or any fluid, or have been run, are considered used and are not eligible for return. This includes fluid containers like bar oil or pre-mix fuel once opened.

  • Returnable Condition: Chainsaws and power tools may only be returned if they are unopened, unfueled, un-oiled, and in their original, sealed factory box, meeting all General Return Conditions.

 

4. Returnable Equipment (Non-Safety)

 

These items may be returned or exchanged, provided they are in new, unused, and resalable condition with all tags and packaging intact:

  • Apparel & Footwear: Jackets, shirts, trousers, and unworn work boots (must be only tried on indoors).

  • Storage & Transport: Gear bags, rope bags, equipment backpacks.

  • Accessories: Guidebooks, unopened saw chains, files, sharpening tools, and felling wedges.

 

5. Warranty Claims (Defective Items)

 

If equipment fails due to a manufacturing defect, we will facilitate a warranty claim:

  1. Contact Us Immediately: Do not return defective gear without first contacting our support team at [Your Support Email] or [Your Phone Number].

  2. Manufacturer Review: All claims (especially for safety and power gear) are subject to the original manufacturer's inspection and approval. We will provide guidance on this process.

  3. Resolution: If approved by the manufacturer, the resolution may be a repair, replacement, or refund. Note: This policy does not cover damage from normal wear and tear, misuse, improper maintenance, or accidents.

 

6. How to Initiate a Return

 

  1. Request Authorization: Email us at [Your Support Email] with your order number and the item(s) you wish to return.

  2. Receive RMA: We will issue a Return Merchandise Authorization (RMA) number and detailed shipping instructions. Returns shipped without an RMA number will be rejected.

  3. Shipping Responsibility: The customer is responsible for all return shipping costs, unless the return is due to our error (e.g., wrong item shipped). We strongly recommend using a trackable service and purchasing insurance. We are not responsible for returns lost or damaged in transit.

  4. Restocking Fee: Returns accepted outside of these strict conditions may be subject to a 15% restocking fee.