Refund policy

Returns & Refunds Policy
Pacific Roots Collective 
Pacific Roots Collective is built on culture, community, and quality. Every item is made to order, and we want you to feel confident when shopping with us. This policy explains how returns, refunds, and exchanges work in line with Australian Consumer Law.

Change of Mind
We do not offer refunds or returns for change of mind.
All items are made to order, which means your product is created specifically for you once your order is placed. For this reason, we cannot accept returns or issue refunds if you change your mind about the style, colour, or size.

Faulty, Damaged, or Incorrect Items
If your item arrives faulty, damaged, or incorrect, you are entitled to a replacement or refund under Australian Consumer Law.
Please contact us within 7 days of receiving your order and include:
•     your order number
•     a description of the issue
•     clear photos of the fault or damage

Print Quality & Colour Variation
All items are printed individually. Minor variations in colour, placement, or print texture can occur between batches. These small differences are normal and not considered faults.
If you believe your print quality is significantly different from what was advertised, please send photos and we will assess the issue fairly.

Sizing Issues
We provide detailed size guides for every product. Because items are made to order, we cannot refund sizing mistakes.
If the sizing is significantly different from the size chart provided, this may be considered a fault and we will replace the item.

Lost or Missing Parcels
If your parcel is delayed, lost, or marked as delivered but not received, we will assist you in lodging an investigation with the carrier.
Once the carrier confirms the parcel is lost, we will send a replacement at no cost.
We cannot refund or replace orders where the shipping address was entered incorrectly by the customer.

Returns Process
To request a return, exchange, or refund, email us at: crystal.tiseli@gmail.com

Include:
•     your full name
•     order number
•     reason for the request
•     photos (if applicable)
Items returned without approval will not be accepted.

Timeframes
•     Faulty/damaged claims: within 7 days of delivery
•     Change‑of‑mind exchange requests: within 14 days
•     Refund processing (if approved): 3–7 business days
•     Replacement items: produced and shipped once the claim is approved