Refund & Returns Policy

Root Cause Wellness Refund & Returns Policy

Effective Date: 28/09/2023
Last Updated: 31/07/2026

Our Commitment

At Root Cause Wellness, every product is prepared, packaged and supplied with care.

Many of our products are handcrafted, practitioner-selected or custom prepared specifically for an individual client. For this reason, we ask that you carefully review your order before completing your purchase.

We are committed to providing quality products and excellent customer service while complying with the Australian Consumer Law.

This policy explains when refunds, replacements or returns may be available.

1. Your Rights Under Australian Consumer Law

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

Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under Australian Consumer Law.

Where you are entitled to a remedy under the law, Root Cause Wellness will meet its legal obligations.

2. Change of Mind

We do not generally offer refunds or exchanges for change-of-mind purchases.
This includes where:

• you ordered the wrong product;
• you no longer require the item;
• you changed your mind after purchase;
• you ordered incorrectly;
• you found the product elsewhere.

We encourage customers to contact us before ordering if they are unsure which product is most appropriate.

3. Custom-Made & Practitioner-Prescribed Products

Many Root Cause Wellness remedies are individually prepared specifically for a particular client.

Due to their personalised nature and for quality assurance and hygiene reasons, custom-made, practitioner-prescribed or specially prepared remedies cannot be returned for resale or refunded because of:

• change of mind;
• incorrect self-selection by the customer;
• personal preference;
• dissatisfaction with flavour, appearance or packaging.

This does not affect your rights under Australian Consumer Law where a product has a major failure or does not meet applicable consumer guarantees.

4. Health & Hygiene

For the safety of all clients, we are unable to accept returns of products that have been opened, used or tampered with unless required by Australian Consumer Law.

This policy helps protect the quality and integrity of products supplied to our clients.

5. Damaged, Faulty or Incorrect Products

If you receive:

• a damaged product;
• an incorrect item;
• a product that appears faulty;
• an item missing from your order,

please contact us within 7 days of receiving your order.
Where possible, please include:

• your order number;
• photographs of the product;
• photographs of the packaging;
• a description of the issue.

We will assess the matter promptly and work with you to determine the appropriate remedy.

Depending on the circumstances, this may include:

• replacement;
• repair (where appropriate);
• refund;
• store credit where mutually agreed.

6. Lost Parcels

If your parcel has not arrived within the expected delivery timeframe, please contact us.

We will work with the shipping provider to investigate the delivery.

Where appropriate, we will assist in arranging a suitable resolution.

7. Refund Process

Where a refund has been approved:

• refunds will generally be processed using the original payment method;
• processing times may vary depending on your financial institution;
• shipping charges may only be refunded where required by Australian Consumer Law or where the error was caused by Root Cause Wellness.

8. Consultation Fees

Consultation fees are generally non-refundable once the consultation has taken place.

If you need to cancel or reschedule your appointment, please refer to our Consultation Terms & Informed Consent for our cancellation policy.

Where a consultation cannot proceed due to circumstances within the control of Root Cause Wellness, an appropriate remedy will be offered.

9. Allergies & Individual Responses

Every individual responds differently to complementary health products.

A lack of perceived benefit, an unexpected response or personal preference does not necessarily indicate that a product is faulty.

Because of the individual nature of complementary health, refunds cannot be provided solely because a product did not produce the outcome a customer hoped for.

This does not affect any rights you may have under Australian Consumer Law.

10. Incorrect Delivery Information

Please ensure your delivery details are correct before placing your order.
Where an incorrect delivery address has been supplied by the customer:

• additional shipping charges may apply;
• returned parcels may incur re-delivery fees.

Refunds will not generally be available where delivery cannot be completed due to incorrect information supplied by the customer.

11. Return Authorisation

Please do not return products without first contacting Root Cause Wellness.

In some situations, we may ask you to return the product for inspection before determining the appropriate remedy.

Return instructions will be provided where necessary.

12. How to Contact Us

If you believe there is an issue with your order, we encourage you to contact us as soon as possible.

Root Cause Wellness

Email: [email protected]

Website: www.rootcausewellness.au

When contacting us, please include:

• your full name;
• order number;
• photographs (where applicable);
• a brief description of the issue.

13. Changes to this Policy

Root Cause Wellness may update this Refund & Returns Policy from time to time.
The most current version will always be available on our website.

Thank You

Thank you for choosing Root Cause Wellness.

We genuinely appreciate the trust you place in us. If something isn’t quite right, we encourage you to contact us promptly. Our team is committed to working with you fairly, respectfully and in accordance with Australian Consumer Law to achieve an appropriate outcome.