Refund policy

Australian Consumer Law guarantees

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to choose a refund or replacement for major failures with goods. However, if a failure with the goods or a service does not amount to a major failure, you will not be eligible for a refund or replacement. In such cases, you may have the option to have the failure repaired by us. Additionally, you will be responsible for the cost of delivering the product back to us. We shall, however, be responsible for the delivery of the repaired product back to you. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

 

We do not accept returns/replacements or offer refunds.

We do not accept returns/replacements or offer refunds unless goods are defective.  

Items purchased in any sample sale are not eligible for a return, replacement or refund.

If you have received defective goods and would like to ask for a return, replacement or refund, please contact us at hello@rootsbytayo.com, within 3 days from receipt of your order. You will be required to attach proof of the defective product by taking photos or videos while opening the package of the goods ordered. Without the proof required, your request may not be approved. It must be clear in the attached proof that the good(s) were defective when delivered.

Once Roots by Tayo has approved the return and refund request, items must be returned and delivered within 7 days from approval. The returned goods must be in the same form and state as the proof attached to the request.

Products must not have any perfume smells, makeup, hair dye or other marks or evidence that the item has been worn, washed, or dry cleaned. The tag must be intact and attached to the good(s). Return shipping is at your own cost and we will pay the redelivery cost for the replaced item.

Failure to ensure that the returned goods are in the same condition as in the proof attached to the return request may result in your request being denied.

For request of refund, once the defective goods have been returned and proof of delivery has been sent to rootsbytayo@outlook.com, we will process refunds in a timely manner, and return the original purchase price of the goods to your original method of payment.

To follow up on the status of your return, please contact us at hello@rootsbytayo.com.