Refund policy

1. Overview

We want you to be happy with your purchase. This policy outlines when and how returns, refunds, and replacements are handled for orders placed through our online store.

Nothing in this policy limits your rights under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage.

2. Change-of-mind returns

Because our products are food-grade consumables (kava), we are unable to accept change-of-mind returns on any product that has been opened, used, or where the packaging seal has been broken.

For health and safety reasons, change-of-mind returns are strictly limited to:

  • Unopened, unused products in their original, undamaged packaging

  • Returned within 30 days of receiving your order

  • Accompanied by proof of purchase (order confirmation, receipt, or invoice)

If you meet the above conditions and wish to request a change-of-mind return, please contact us at admin@rootsoffiji.com.au before sending anything back.

Please be aware:

  • Return shipping for change-of-mind returns is at your cost.

  • Original shipping costs are non-refundable.

We reserve the right to decline a change-of-mind return if the above conditions are not met.

3. Damaged, defective, or incorrect items

Please inspect your order as soon as it arrives and contact us immediately if:

  • Your order arrives damaged,

  • You receive the wrong item, or

  • You believe the product is defective or unsafe.

Email us at admin@rootsoffiji.com.au with:

  • Your name and order number

  • A description of the issue

  • Clear photos of the product, packaging, and any visible damage or defect

We will evaluate the issue and, where appropriate under ACL or at our discretion, offer one or more of the following:

  • A replacement product

  • A partial or full refund

  • Store credit

If the issue is our fault (incorrect item, damage, or defect), we will cover reasonable return shipping costs or provide a prepaid return label if a return is required.

4. Non-returnable items

Unless required by law, we do not accept returns on:

  • Opened or partially used kava or other consumable products

  • Products where the packaging seal has been broken

  • Sale items or clearance items

  • Gift cards

If you are unsure whether your item is eligible for return, contact us at admin@rootsoffiji.com.au before sending anything back.

5. How to start a return

To request a return, please contact us at admin@rootsoffiji.com.au.

Do not send products back to us without first submitting a request and receiving instructions. Items sent back without an approved return will not be accepted.

If your return is approved, we will provide:

  • The return address:
    [INSERT RETURN ADDRESS – BUSINESS NAME, STREET, SUBURB, STATE, POSTCODE]

  • Any return shipping label (if applicable)

  • Instructions on how and where to send your package

Ensure returned items are packaged securely. We are not responsible for products damaged or lost in transit when being returned to us (unless we have arranged the courier/label).

6. Exchanges

We do not process direct item-for-item exchanges.

If you would like a different product:

  1. Follow the steps above to request a return (if eligible).

  2. Once your return is approved and processed, place a new order for the product you want.

If we have sent the wrong item or the product is defective, we may send a replacement directly at our discretion.

7. Refunds

Once we receive and inspect your return (where a return is required), we will notify you by email whether your refund has been approved or declined.

If approved:

  • Refunds will be processed to your original payment method

  • Allow up to 10 business days for the refund to appear in your account

Unless required by law:

  • Shipping costs from the original order are non-refundable (except where we sent the wrong item or the product is defective)

  • Any shipping costs for change-of-mind returns are at your expense

If more than 15 business days have passed since we confirmed your refund and you have not received it, contact us at admin@rootsoffiji.com.au.

8. Questions

If you have any questions about this policy or how it applies to you, contact us at:

Email: admin@rootsoffiji.com.au