Effective Date: 1 September 2025

Operated by Lokal et al Ventures Pty Ltd [ABN 45 683 838 904] trading as Roots etc™

We strive to ensure that all our customers are satisfied with their purchases, however, we understand that there are occasions when items may need to be returned for a store credit or refund (depending on the circumstances) so we have established the following policy to ensure this process is as simple as possible.

Our Returns and Refunds Policy forms part of, and must be read in conjunction with, our Terms & Conditions. If you place a pre-order, our Pre-Order Policy also applies. It outlines additional terms around production timelines, payment structure (including forfeiture of deposits in certain cases), and how returns for pre-ordered items are handled. Where there’s any inconsistency, the Pre-Order Policy will apply specifically to pre-order transactions.

Please note: our Returns and Refunds Policy does not affect your statutory rights to return products that are incorrect, damaged or faulty/not fit for purpose.

When can I initiate a RETURN?

We ask that you let us know within 30 days of receiving your order that you wish to initiate a return via info@rootsetc.com.au or via our Contact Us page, and specify in Subject Title RETURNS.

For the step‑by‑step process, see below sections on How to Return Products.

I RECEIVED THE WRONG ORDER

If you receive an item that you did not order, or if the contents of your order are incorrect, we apologise for the inconvenience and are committed to making things right as quickly as possible. Email us as soon as the error is discovered (and no later than the 30-day return policy). We will ask you to return the incorrect product and let us know if you would like us to:

• send the correct item; or
• provide you with a refund.

Follow the steps in How to Return Products below.  Received item must be unused with the original tags still attached and in the original packaging for processing of returns.

MY ORDER WAS DAMAGED IN TRANSIT

Despite our best efforts and those of our shipping partners to protect your products during transit, damages can sometimes occur. In the event that your package is damaged. Email us as soon as the damage is discovered (and no later than the 30-day return policy). We will ask you to provide images of the package delivery, including but not limited to, photo of the damaged box prior to opening, and damage to the product. Let us know if you would like us to:

• send a replacement; or
• issue refund.

Follow the steps in How to Return Products below. Received item must be unused with the original tags still attached and in the original packaging for processing of returns.

MY ORDER HAS A MANUFACTURING FAULT (OR I THINK IT DOES!)

Email us as soon as the fault is discovered (and no later than the 30-day return policy).  We may request photos or ask that the item be returned for inspection.  After confirming the fault, we will, at your option:

• send a replacement, or
• issue a refund.

See How to Return Products below for the return steps.  Received item must be unused with the original tags still attached and in the original packaging for processing of returns.

I HAVE CHANGED MY MIND, CAN I RETURN MY PRODUCT?    

If for any reason you are not completely satisfied with your purchase, we will happily accept Australia-based returns if the item is unused and in the original condition (with the original tags still attached and in the original packaging)

Notify us within 30 days days of Purchase. Please note that we do not refund the postage fees for change of mind returns. Please see below How to Return Change-of-Mind Products for details.

CAN I RETURN A SALE ITEM?

Unfortunately, we cannot accept returns for sale items or clearance items (unless they are faulty, damaged or delivered incorrect product).

CAN I RETURN AN INTERNATIONAL PURCHASE?

Unfortunately, we cannot accept returns for international orders (unless they are faulty, damaged or delivered incorrect product).

I ORDERED THE WRONG ITEM - CAN I RETURN IT FOR A REFUND?

We can offer a refund for the product once the originally purchased, unopened product has been returned to us.

CUSTOM PRODUCTS

Personalised or custom-made items are unable to be returned.

Pre-order items follow the same returns process as in-stock items once received. If your item was pre-ordered, and you're requesting a return after it has been delivered, you’re welcome to follow our standard return process, provided your item meets the return conditions.

Please note: If your order was cancelled before delivery due to non-payment of the second instalment (in the case of Half Now, Half Later 50/50 split payment), our Pre-Order Policy will apply. In that case, part of your deposit may be retained to cover reasonable costs.

DO YOU NEED TO UNDERTAKE A QUALITY CHECK?

Yes.  Upon receipt of a returned item for valid reasons, we will perform a quality check to confirm the unused condition of the product, confirm the issue and work with you to arrange the appropriate remedy (repair, replacement or refund, as required under the Australian Consumer Law). This check is crucial to ensuring that we address the issue appropriately and provide a Solution such as a replacement, repair, or refund, depending on the specific case and customer preference. If the damage is confirmed to be due to shipping or a manufacturing defect, we will proceed with the corrective action at no additional cost to the customer. 

HOW TO RETURN PRODUCTS

To return an incorrect, faulty or damaged product, please follow the simple steps below:

Let us know the issue and that you would like to arrange a product return. We will advise the best address for you to send the products to. Contact us via info@rootsetc.com.au or via our Contact Us page, and specify in Subject Title RETURNS.

To ensure a smooth return process, please include your order number, required images, and complete any necessary return authorisation forms provided by us. Items returned without proper documentation may be delayed in processing.

Pack and seal the item/s in their original shipping package and post them back to us.  Ensure item is unused and must be in the original condition (with the original tags still attached and in the original packaging)

HOW TO RETURN CHANGE OF MIND PRODUCTS

To return a change of mind product (Australia-based purchases), please follow the simple steps below:

Let us know you would like to arrange a product return. We will advise the best address for you to send the products to. Contact us via info@rootsetc.com.au or via our Contact Us page, and specify in Subject Title RETURNS.

To ensure a smooth return process, please include your order number and complete any necessary return authorisation forms provided by us. Items returned without proper documentation may be delayed in processing.

Pack and seal the item/s in their original shipping package and post them back to us.  Ensure item is unused and must be in the original condition (with the original tags still attached and in the original packaging)

Provided that we receive the products in their unused and unopened condition we will arrange for a refund or credit note. Your refund or credit note is awarded after the return item has been received and inspected by Roots etc™. Please keep all email references regarding your refund or credit note.

SHOULD I RETURN BY REGISTERD POST?

We recommend that you return the product via Registered post. Roots etc™ will not be responsible for parcels lost or damaged in transit if you choose not to return by Registered post.

Return shipping cost is covered by you unless the item is faulty, damaged or incorrect product delivered.

PROCESSING TIMES FOR RETURNS

Once we receive your returned item, please allow up to 7-14 business days for your return to be processed and inspected. Refunds or store credits will be issued only after the returned item has passed a quality check to confirm it meets our returns criteria. We will organise a refund or replacement depending on the option you have selected.

WILL A RESTOCK FEE APPLY?

Restocking fees may apply in certain cases. Customers will be notified of any applicable fees or costs during the return process.

WILL YOU REFUND MY POSTAGE COSTS TO RETURN AN ITEM?

No. We will not refund postage costs for returned items except in cases where the return is due to an error on our part, such as if the item is damaged, faulty or incorrect.  If you are returning an item due to personal preference or dissatisfaction where no error on our part has occurred, you will be responsible for covering the return postage costs.  

DISPUTE RESOLUTION

Any disputes or disagreements related to returns and refunds will be resolved through negotiation or mediation in accordance with our Website Terms and Conditions. In the event of unresolved disputes, the parties may seek resolution through arbitration or small claims court as applicable.

POLICY UPDATES

We reserve the right to update or modify this Returns and Refund Policy at any time.  Customers will be notified of any significant changes, and the revised policy will be effective from the date specified.