Refund policy

Asili Roots | Returns, refunds, cancellations, damaged items and EU/UK withdrawal rights

Last updated: May 21, 2026

 

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 cancel or change an order once production has started. This does not limit any mandatory consumer rights that may apply to you under applicable law.

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

For customers outside regions where a mandatory statutory withdrawal right applies, we offer a 30-day return window from 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.

Returns must be authorized in advance. Items sent back without prior authorization may be refused or delayed.

If your order is shipped to the European Union, European Economic Area, or United Kingdom, you may have a statutory right to withdraw from your purchase within 14 days of receiving the goods, without giving a reason.

After notifying us that you wish to withdraw, you generally have another 14 days to return the goods.

To exercise this right, contact us at support@asiliroots.com with your order number and a clear statement that you wish to withdraw from the contract.

Where the right of withdrawal applies, we will refund eligible payments according to applicable law. We may withhold the refund until we receive the returned goods or until you provide evidence that you have sent them back, where permitted by law.

You are responsible for the direct cost of returning the goods unless the item is defective, damaged, incorrect, or we agree otherwise.

You may inspect the item in a way that would be reasonable in a physical store. We may reduce the refund if the item has lost value because it was handled beyond what was necessary to inspect it, where permitted by law.

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

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

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

Personalized or custom-made items are only returnable where required by law or if they arrive damaged, defective, incorrect, or incomplete.

To start a return or report an issue, email support@asiliroots.com before sending anything back.

Please include:

·       Your order number

·       The item or items involved

·       The reason for the return or issue report

·       Photos if the item is damaged, defective, incorrect, or incomplete

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

For some international orders, we may direct you to a regional return address or fulfillment partner return hub to reduce transit time.

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. This type of 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. Nothing in this section limits any mandatory consumer rights that apply to you.

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 photos of the issue.

If we confirm the issue, we may offer a replacement, refund, store credit, or other appropriate solution depending on the situation, product availability, return practicality, and applicable law.

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

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

For the fastest service, place a new order for the item you want and return the original item through the approved return process where a return is required. Once the return is received and accepted, or once another approved resolution is confirmed, we will process the refund according to this policy.

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

·       Gift cards

·       Items marked final sale or non-returnable, where permitted by law

·       Personalized or custom-made items produced to your individual specification

·       Items that have been worn, washed, used, altered, damaged after delivery, or returned without required authorization

Unless the return is due to our error, a damaged item, defective item, incorrect item, or a legal requirement that provides otherwise, return shipping costs are the responsibility of the customer.

Original shipping charges may not be refundable except where required by law. For EU/UK statutory withdrawals, standard delivery charges may be refundable where required, but upgraded or express shipping costs may not be fully refundable.

Customs duties, import taxes, brokerage fees, VAT collected by authorities, or carrier charges paid directly by you may not be refundable by Asili Roots. You may need to contact your local customs authority or carrier for any possible reimbursement.

Once we receive and inspect your return, or once we approve a no-return resolution, we will notify you whether the refund is approved.

If approved, the refund will be issued to your original payment method. Please allow up to 10 business days after approval for processing. Your bank, card issuer, PayPal, or payment provider may need additional time to post the credit.

If more than 15 business days have passed since we approved your refund and you have not received it, contact us at support@asiliroots.com.

Please make sure your shipping address is complete and accurate before placing your order.

Packages returned due to 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.

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.

To start a return or ask a question about this Refund Policy, contact us at:

Asili Roots

Email: support@asiliroots.com

Website: asiliroots.store