At Black Root Global, we value transparency and customer satisfaction. This policy outlines our process for returns, refunds, cancellations, and warranties, ensuring fairness and compliance with the Consumer Protection Act (CPA).

Returns Window

  • Returns are accepted for defective, damaged, or incorrectly supplied products only.
  • You must notify us of any such issue within 48 hours of delivery, with supporting evidence (for example: photos).
  • We do not accept returns for change of mind.

Return Process

  • To initiate a return, email our support team at info@blackrootglobal.co.za, providing your order number and a description (with photos) of the issue.
  • We will respond with instructions on how to return the item, including the address to send it back to.

Return Shipping Costs

  • If the return is due to a defect, damage, or incorrect item, Black Root Global will cover the cost of return shipping (or reimburse return shipping after review).
  • Return shipping for change-of-mind returns is not applicable, as change-of-mind returns are not accepted.

Refunds

  • After we receive and inspect the returned item, we will process your refund within 7 business days, provided the claim is valid.
  • Refunds will be issued to your original payment method.
  • If your claim is rejected (for example, if the item is found not to be defective or damaged), we will notify you and return the item to you, or discuss another resolution.

Faulty or Damaged Items

  • If your product arrives faulty, defective, or damaged, please contact us within 48 hours of delivery.
  • We will evaluate your claim and offer one of the following, depending on supplier or manufacturer terms:
    1. A replacement of the same item
    2. A repair, if feasible
    3. A full refund

Warranty & Manufacturer Claims

  • Some products are covered by a supplier or manufacturer warranty.
  • Black Root Global facilitates warranty claims — we will guide you through the process and liaise with our suppliers or manufacturers on your behalf.
  • Warranty coverage depends on the original manufacturer’s terms and conditions.

Non-Returnable Items

  • Certain items may not be eligible for return, such as personalized or custom products (if applicable), or items clearly marked “non-returnable” on the product page.
  • Any such exceptions will be clearly indicated in the relevant product listing.

Disclaimer & Limitation of Liability

  • Black Root Global sources its products from trusted international suppliers.
  • While we strive to ensure product quality and accurate descriptions, we are not liable for damage or defects resulting from supplier production processes.
  • Our liability is limited to replacement, repair, or refund policies as detailed above.
  • We are not responsible for indirect losses, and our maximum liability is limited to the value of the purchased item.

Contact Information

  • For any questions or to initiate a return, please email info@blackrootglobal.co.za.
  • Be sure to include your order number, a description of the issue, and any photos (especially for defective or damaged items).