Returns & Exchanges
Returns & Exchanges
Thanks for shopping with Exotic Roots. If you are not entirely satisfied with your purchase, we're here to help. For returns, the item does need to be returned to us in its original condition within 7 days of receiving it and a credit note will be issued.
We only offer refunds for faulty goods.
Majority of our products are handcrafted one at a time. It is therefore very rare to create identical items. Every piece is a creation of artisans, and based on craft styles. There may be natural blemishes/variations that are not product flaws. Such variations are inherent in the manufacturing of handmade products, so you may find minor distinctions that make your buys special and truly one-of-a-kind.
We ask that you choose carefully, as as much as we like to be flexible, we do not give refunds if you simply change your mind or make a wrong decision.
You can choose between a refund, exchange or credit where goods are faulty. You have 7 days to return an item from the date you received it.
To be eligible for a return, your item must be unused and in the same condition that you received it. Your item must be in the original packaging and have all tags attached. Exotic Roots reserves the right to deny a refund or credit if the item is not returned in the specified condition. Your item needs to have the receipt or proof of purchase. Original shipping and freight charges are non-refundable for change of mind. Please take special care with packaging an item to return it to us to ensure it is returned in its original condition. If it is an option for you, we would prefer you to return your item to the showroom.
Unfortunately, we are unable to honour change of mind returns for international orders.
We offer exchanges in the form of a credit note with Exotic Roots. We do not offer exchanges after a 7-day period.
Refunds are only offered for faulty goods that do not match the description or do not perform to their function. Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item. If your return is approved, we will initiate a refund to you.
Damaged Goods - Refund Policy
It is the buyers' responsibility to inspect the goods within 48 hours of delivery. We must be notified in writing of any damages upon receipt of goods, including proof of damages during this period. A replacement will be dispatched, if there is no replacement available a refund will be issued.
Pre Order and Cancellations
Based on the nature of our business, there are times where items will be pre-ordered. If you do change your mind before your item arrives, we need you to do this within 10 days. A credit note will then apply.
You will be responsible for paying for your own shipping costs for returning your item. When sending returned items to Exotic Roots we recommend that you use registered post as we do not take responsibility for the loss of items being returned and this may result in us being unable to process your refund or exchange. Shipping and handling costs are non-refundable.
Sales & Promotions
Very occasionally we may extend a promotion or sale to our customers. Sale prices are strictly applicable to new orders & new invoices only, between the advertised sale dates. Sales will always exclude existing pre-orders, current orders and previous purchases