Return & Refund Policy

At Roovita Wellness, we want you to feel confident shopping with us. If something isn’t right with your order, we’ll do our best to resolve it quickly, fairly, and in line with Australian Consumer Law.

1. Returns Timeframe

We offer a 30-day return period from the date you receive your item.

You must contact us within 30 days of delivery to request a return.

2. Eligibility for Returns

To be eligible for a return, your item must:

• Be in the same condition you received it
  
• Be unworn and unused
  
• Have original packaging (where applicable)
  
• Include proof of purchase (order number, invoice, or receipt)
  

3. Change of Mind Returns

We understand that sometimes things don’t work out.

For change-of-mind returns:

• Items must be unused and in original condition and packaging
  
• You are responsible for the cost of return shipping
  
• Once approved and received, we can offer:
  
  
  A refund to your original payment method, or
  
  
  A store credit, depending on your preference
  
  
  

Some items cannot be returned for change of mind due to hygiene or safety reasons (see Non-Returnable Items below).

4. Faulty, Damaged or Incorrect Items

If your item is:

• Faulty or defective
  
• Damaged in transit
  
• Not what you ordered
  

We will resolve this as a priority.

Please contact us as soon as possible at:
📧 support@roovitawellness.com.au

Include:

• Your full name
  
• Order number
  
• A brief description of the issue
  
• Photos or video clearly showing the fault, damage, or incorrect item
  

If your claim is approved:

• We will cover the cost of return shipping (where a return is required), and
  
• Offer you either:
  
  
  A replacement
  
  
  A store credit, or
  
  
  A full refund to your original payment method
  
  
  

This applies regardless of payment method, including Afterpay and Zip Pay orders.

5. How to Start a Return

To start a return, contact us at:
📧 support@roovitawellness.com.au

Please include:

• Full name
  
• Order number
  
• Item(s) you wish to return
  
• Reason for return
  
• Photos (if the item is faulty, damaged, or incorrect)
  
• Your preferred outcome (refund, replacement, or store credit)
  

If your return is accepted, we’ll send you:

• Return instructions, and
  
• A return shipping label where applicable
  

Please do not send items back without contacting us first, as they may not be processed correctly.

6. Non-Returnable Items

Due to hygiene, safety, and regulatory reasons, we generally cannot accept change-of-mind returns for the following items:

• Opened or used personal care or wellness products
  
• Hygiene-sensitive items or products in direct contact with skin (e.g. certain wearables, masks)
  
• Custom, special-order, or personalised items
  
• Gift cards
  

This does not affect your rights if an item is faulty, unsafe, or not as described. Faulty or misdescribed products remain covered under Australian Consumer Law.

7. Sale Items

Sale or discounted items can still be returned if they are faulty, damaged, or not as described.

Change-of-mind returns on sale items may be limited and are assessed on a case-by-case basis.

Your rights under Australian Consumer Law still apply.

8. Refund Process & Timeframes

Once we receive and inspect your returned item, we’ll notify you whether your refund has been approved or declined.

If approved:

• Refunds are processed to your original payment method (including Afterpay and Zip Pay orders where applicable)
  
• Please allow approximately 3–10 business days for the funds to appear in your account, depending on your bank or payment provider
  

Some items may be shipped directly from our suppliers, and delivery or return timeframes may vary depending on location and demand.

If it has been more than 15 business days since your refund was approved and you have not received it, please contact us at:
📧 support@roovitawellness.com.au

9. Australian Consumer Law (Consumer Guarantees)

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

You are entitled to:

• A replacement or refund for a major failure, and
  
• Compensation for any other reasonably foreseeable loss or damage
  

You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

These rights apply regardless of your chosen payment method, including Afterpay and Zip Pay.

10. Need Help?

If you’re unsure whether your item is eligible for a return, or if you have any questions, please contact us anytime:

📧 support@roovitawellness.com.au

We’re here to help.