Asili Roots | Returns, refunds, cancellations, damaged items and statutory withdrawal rights

Last updated: September 3, 2026

At Asili Roots, each item is made to order. Please review your order details carefully before submitting your purchase.

This policy explains our voluntary return process, cancellation requests, how damaged or incorrect orders are handled, case-by-case no-return resolutions, and how mandatory statutory withdrawal rights apply where required by law.

1. Overview

We want you to be happy with your order. If something arrives damaged, defective, incorrect, or incomplete, contact us as soon as possible so we can review the issue and help make it right.

Because our products are made to order, production generally begins after an order is accepted. We may be unable to change or operationally stop an order once production has started. This does not limit any mandatory consumer rights that apply to you.

For questions, return requests, or order issues, contact us at support@asiliroots.com.

2. Voluntary 30-day return window

Where no different mandatory right or market-specific rule applies, we offer a voluntary 30-day return window beginning on the day you receive your item, subject to the conditions below.

To be eligible for a voluntary return, the item must be unused, unworn, unwashed, with tags attached where applicable, and in its original packaging or comparable protective packaging.

Voluntary returns must be authorized in advance. Items sent back without prior return instructions may be refused or delayed. This authorization requirement applies only to voluntary returns and does not restrict any statutory right of withdrawal.

3. Cancellation requests

Customers may request cancellation of eligible unfulfilled items through their customer account when this option is available for their market. A cancellation request does not automatically change the technical status of the order. We review the request and, where possible, stop fulfillment.

For made-to-order products, production may begin shortly after purchase. Outside any applicable statutory withdrawal right, we cannot guarantee that an order can be changed or canceled after production has started.

A valid statutory withdrawal remains governed by applicable law and is not limited by our voluntary cancellation policy.

4. European Union right of withdrawal and electronic withdrawal function

If your order is delivered to a country in the European Union and no statutory exception applies, you generally have the right to withdraw from the contract without giving a reason. You may exercise this right before delivery and until 14 days after the day on which you, or a person designated by you other than the carrier, receives the goods. If one order is delivered in multiple shipments, the period begins after the last item in that order is delivered. If the final day falls on a weekend or public holiday, the deadline is extended as required by applicable law.

You can exercise this right electronically by selecting the Withdraw from contract link, or its localized equivalent such as Vertrag widerrufen, in the storefront footer. You can also go directly to your customer account.

After signing in with your email address and verification code, open the relevant order and select the available cancellation or return action. Confirm the items and order details that you want to withdraw. After you submit the withdrawal request, an acknowledgement containing the request information and submission time is sent to you by email.

You may also exercise your statutory right of withdrawal by sending an unambiguous statement to support@asiliroots.com. Include your name, order number, the item or items concerned, and the email address to which we should send confirmation. You may use the model withdrawal form at the end of this policy, but its use is not mandatory.

No reason, photographs, or prior approval is required to exercise a statutory EU right of withdrawal. The withdrawal is effective when your clear withdrawal statement is submitted within the applicable period. We may still review the request to verify the order, eligibility, and any statutory exception.

After notifying us of your withdrawal, you generally have another 14 days to return the goods. Do not send items to the business address unless we instruct you to do so. We will provide the applicable return address because orders may need to be returned to a regional fulfillment or return facility.

You are responsible for the direct cost of returning goods under the statutory right of withdrawal unless the item is damaged, defective, incorrect, or incomplete, we agree to cover the cost, or applicable law requires otherwise.

For a complete withdrawal from an eligible order, we will reimburse the eligible payments received from you, including the cost of the least expensive standard delivery option that we offered. Additional costs resulting from an upgraded or express delivery method are not reimbursed unless required by law.

We will issue the required reimbursement without undue delay and generally no later than 14 days after receiving your withdrawal statement. For goods, we may withhold reimbursement until we have received the returned goods or you provide evidence that you sent them back, whichever occurs first, where permitted by law.

You may inspect an item in the same way that would be reasonable in a physical store. You may be responsible for diminished value caused by handling beyond what was necessary to establish the nature, characteristics, and functioning of the goods, where permitted by law.

5. United Kingdom and other mandatory consumer rights

Customers in the United Kingdom, the European Economic Area outside the European Union, or other jurisdictions may have mandatory cancellation, withdrawal, return, conformity, or refund rights under local law.

To exercise a mandatory right that is not available through the market-specific customer-account workflow, contact support@asiliroots.com with your name, order number, the item or items concerned, and a clear statement of your request.

Nothing in this policy limits mandatory rights available under applicable consumer law.

6. Made-to-order and personalized products

Most Asili Roots products are made to order from standard catalog options such as design, garment color, style, and size.

Made-to-order production may affect whether we can operationally change or stop an order after production begins, but it does not automatically remove mandatory consumer rights that apply to standard catalog products.

Products that are custom-made to your individual specifications or clearly personalized may be excluded from cancellation or withdrawal rights where allowed by law. Examples include items produced with your name, number, custom text, or a one-off design requested by you.

Personalized or custom-made items remain covered where required by law, including when they arrive damaged, defective, incorrect, or incomplete.

7. How to start a voluntary return or report an issue

For an eligible voluntary return, use your customer account where the return option is available, or email support@asiliroots.com before sending anything back.

Please include:

• Your order number
• The item or items involved
• The reason for a voluntary return or issue report
• Photos if the item is damaged, defective, incorrect, or incomplete

No reason or photographs are required for a statutory EU withdrawal.

If your voluntary return or issue report is approved, we will send the next steps by email. Please do not send items back until we have provided return instructions.

8. Return instructions and no-return resolutions

We will tell you whether a physical return is required for your specific case. In some situations, especially for damaged, defective, incorrect, incomplete, long-distance international, or economically impractical returns, we may offer a replacement, refund, store credit, or another appropriate solution without requiring you to send the item back.

If we do not require a return, we may ask you to keep, donate, gift, recycle, or responsibly dispose of the item instead. A no-return resolution is handled case by case and does not create an automatic right to keep an item and receive a refund or replacement.

If you exercise a statutory withdrawal right and we do not waive the return requirement, you may still be required to return the goods according to the instructions we provide.

9. Damaged, defective, incorrect, or incomplete items

Please inspect your order when it arrives. If the item is damaged, defective, incorrect, or incomplete, contact us as soon as possible at support@asiliroots.com with your order number and clear photographs of the issue.

If we confirm the issue, we will provide an appropriate remedy in accordance with applicable law. Depending on the circumstances, this may include repair, replacement, refund, price reduction, store credit, or another agreed solution. Mandatory legal guarantee and conformity rights remain unaffected.

We may ask you to keep the item and packaging while we review the case.

10. Exchanges

We do not guarantee direct exchanges because our products are made to order and inventory or provider availability may vary.

Where no statutory remedy requires otherwise, the fastest option is generally to place a new order for the item you want and return the original item through the approved return process. Any refund for the original item is processed according to this policy.

11. Non-returnable items

The following items may be non-returnable, except where mandatory law applies or the item is damaged, defective, incorrect, or incomplete:

• Gift cards
• Items expressly marked final sale or non-returnable, where permitted by law
• Products custom-made to your individual specifications or clearly personalized
• Items that have been worn, washed, used, altered, or damaged after delivery beyond what is reasonably necessary to inspect them

A standard Asili Roots design produced after purchase is not treated as personalized solely because it is made to order.

12. Return shipping costs

Unless a return is caused by our error or by an item being damaged, defective, incorrect, or incomplete, return shipping costs are the responsibility of the customer, except where we agree otherwise or applicable law requires otherwise.

For statutory EU withdrawals, the direct cost of returning the goods is the customer's responsibility. For a complete eligible withdrawal, the original cost of our least expensive standard outbound delivery option is reimbursed. Additional express or upgraded delivery costs are not reimbursed unless required by law.

Customs duties, import taxes, brokerage fees, VAT collected directly by authorities, or carrier charges paid directly by you may not be refundable by Asili Roots. You may need to contact the relevant authority or carrier regarding reimbursement.

13. Refunds

For voluntary returns, once we receive and inspect the return, or approve a no-return resolution, we will notify you whether the refund is approved. If approved, the refund is issued to the original payment method.

For a valid statutory withdrawal, the statutory refund timing described in section 4 applies and is not dependent on discretionary approval.

After we issue a refund, your bank, card issuer, PayPal, or payment provider may require additional processing time before the credit appears. If more than 15 business days have passed since we confirmed that the refund was issued, contact support@asiliroots.com.

14. Wrong addresses and unclaimed parcels

Please ensure that your shipping address is complete and accurate before placing your order.

Packages returned because of an incorrect, incomplete, or undeliverable address, or because they were unclaimed, may be reshipped at your expense where possible. If reshipment is not possible, we may refund eligible amounts minus shipping costs and other non-recoverable costs where permitted by law. Mandatory consumer rights remain unaffected.

15. Chargebacks and order disputes

If there is an issue with your order, please contact us first so we can review and resolve it. Opening a payment dispute or chargeback may delay our ability to process a return, refund, or replacement, but it does not limit any mandatory rights or payment-provider protections available to you.

16. Contact

Asili Roots
Martin Heckner
Adolf-Brochhaus-Straße 28
41065 Mönchengladbach
Germany

Telephone: +49 2161 9040108
Email: support@asiliroots.com
Website: asiliroots.store

17. Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract. You may send it by email to support@asiliroots.com.

To:
Asili Roots, Martin Heckner
Adolf-Brochhaus-Straße 28
41065 Mönchengladbach
Germany
Email: support@asiliroots.com

I/We hereby give notice that I/we withdraw from my/our contract of sale for the following goods:

____________________________________________________________

Order number: ______________________________________________

Ordered on: ________________________________________________

Received on: _______________________________________________

Name of consumer(s): _______________________________________

Address of consumer(s): ____________________________________

Email address for confirmation: _____________________________

Signature of consumer(s), only if this form is submitted on paper:

____________________________________________________________

Date: ______________________________________________________