RETURNS & EXCHANGES

When you shop with Roots & Wings Design, you can do so with the confidence of knowing that if you are not completely satisfied with your purchase, you can return it to Roots & Wings Design online store and we will provide you with an exchange, credit, repair or replacement, within the guidelines outlined below.

This policy applies to all purchases made from Roots & Wings Design, online or in any other manner.

We do not offer refunds for change of mind.

We do not offer exchange or refunds on sale items, so please choose carefully. 

Size EXCHANGES - we will dispatch the exchange via standard delivery as soon as your return arrives.

For questions regarding returns or exchanges, please use the online form to contacts us
 

PROOF OF PURCHASE

Please note that all returns, exchanges or repair requests must be accompanied by a valid Proof of Purchase document:
Original register receipt (no photocopies accepted)
Online receipt (emailed with all online purchases)
Original return/exchange receipt

A credit card receipt is not sufficient proof of purchase.

RETURN OR EXCHANGE

If you are not completely satisfied with your purchase, Roots & Wings Design will be pleased to offer you an exchange or credit, provided that return is made in accordance with our returns process:

  1. The item is returned within 14 days of sale.
  2. You provide satisfactory Proof of Purchase; and
  3. The item is in a saleable condition (i.e. the original tags and labels are still attached, the item is in its original packaging (if any), and the item is unworn, unused and as sold); 
  4. The item is not a Special Exception (see below); and
  5. A completed Return Form (please email us and request form and authorisation number):

If you are unable to provide satisfactory Proof of Purchase, Roots & Wings Design may, in its absolute discretion, provide you with an exchange to the current value of the item, provided that we can verify that the item was originally purchased from Roots & Wings Design

You will be responsible for paying shipping costs for returning item/s and or exchanges. All shipping and handling costs are non-refundable.

CONSUMER GUARANTEES 

As a consumer, you are entitled to the benefit of statutory consumer guarantees in respect of items purchased from Roots & Wings Design. In accordance with Australian or New Zealand Consumer Law, if the item has a major failure, you may reject the item and seek a refund or exchange, or you may choose to keep the item and seek compensation for any drop in the value of the product if so agreed by R&WD.


GIFT VOUCHERS /BONUS ITEMS/BUNDLED ITEMS 

All Gift Vouchers or bonus items attached to purchased products, or all elements of any bundled items, must also be returned with the original purchase. If not, the value of any such unreturned Gift Card, bonus or bundled item or utilised portion of any Gift Card will be deducted from any refund. 

SPECIAL EXCEPTIONS

Please choose carefully as we do not offer exchange or refund on the following items unless the item is faulty, significantly different from what was shown to you, not doing what it is supposed to do, in breach of manufacturer's warranties or consumer guarantees; or where otherwise required by law.
  1. SALE ITEMS. We do not offer refunds or exchanges on sale items so please   choose carefully.
  2. Gift Vouchers
  3. Custom made and/or altered items
  4. Other merchandise
• Earrings for pierced ears
• Underwear (bottoms)
• Beauty, skin care & bath products
• Candles
• Perfumery
• Hair products
• Books 


We recommend purchasing insurance, as we are not responsible for items not received or damaged in transit.

Remember, you must include a completed Return Form and Proof of Purchase with your goods.
An Online Assistant may call you to process your return

PAYMENT METHOD

In the case of refunds for faulty goods, Roots & Wings Design will refund using your original payment method, or, where appropriate and at Roots & Wings Design’ sole discretion, issue a Roots & Wings online credit. We process all returns within 5 business days of receiving your items and will send you an email with the details of your processed return.