African Roots Direct Return & Refund Policy

Effective Date: 1st Sep 2026

At African Roots Direct, we want you to be happy with your purchase. If your order is not right for you, we are happy to review eligible returns in accordance with the policy below.

1. Returns Eligibility

You may request a return within 14 days of receiving your order.

To be eligible for a return, the item must:

• Be unused, unopened, sealed and in its original condition.

• Be returned with all original packaging, tags, labels, where applicable.

• Not be damaged, altered, washed, or otherwise used.

• Be accompanied by your order number or proof of purchase.

Certain products may not be eligible for return for hygiene, safety, customization, or other reasons. These exclusions will be identified on the relevant product page where applicable.

2. Items That Cannot Be Returned

Unless required by applicable law, the following items are generally non-returnable:

• Personalized or custom-made products.

• Items marked “Final Sale” or “Non-Returnable.”

• Products that have been used, damaged, or altered after delivery.

• Perishable or hygiene-sensitive products where applicable.

3. How to Request a Return

To request a return, contact enquiries@africanrootsdirect.co.uk within 14 days of receiving your order.

Please include:

Order number:
Name used for the order:
Items you wish to return:
Reason for return:
Photos, if the item is damaged, defective, or incorrect.

Our customer service team will review your request and provide return instructions where the return is approved.

Please do not send an item back without first receiving return instructions from AfricanRootsDirect.

4. Return Shipping

Unless the item is defective, damaged, incorrect, or otherwise covered by an applicable consumer right, the customer is responsible for the cost of return shipping.

Where AfricanRootsDirect is responsible for the issue, we may provide a return shipping solution or reimburse reasonable return shipping costs, subject to approval.

We recommend using a tracked shipping service when returning an item. AfricanRootsDirect is not responsible for returns that are lost in transit when the customer has not provided valid tracking or proof of shipment.

5. Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives.

If you receive an item that is damaged, defective, or different from what you ordered, contact us at enquiries@africanrootsdirect.co.uk as soon as possible, preferably within 48 hours of delivery.

Please provide your order number and clear photographs showing the issue. We will assess the situation and, where appropriate, offer a replacement, repair, refund, or another suitable resolution.

6. Refunds

Once your returned item has been received and inspected, we will notify you whether your return has been approved.

If approved, the refund will be issued to your original payment method within [X business days].

Please note that your bank, card issuer, or payment provider may require additional time to process and display the refund.

Unless required by applicable law, original shipping charges and return shipping costs are generally non-refundable.

7. Exchanges

We offer exchanges for eligible products [subject to availability].

If you need a different size, colour, or item, contact us at enquiries@africanrootsdirect.co.uk before returning your order. Where an exchange is unavailable, we may process the return and refund instead.

8. Sale and Promotional Items

Items purchased during sales or promotions remain subject to this Return & Refund Policy unless the product is specifically marked “Final Sale” or otherwise identified as non-returnable.

Promotional conditions may limit refunds, exchanges, or discounts being transferred to replacement items.

9. Late or Missing Refunds

If you have been notified that a refund has been issued but have not received it, first check your bank or payment account.

If the refund still does not appear after the applicable processing period, contact us at:

Email: enquiries@africanrootsdirect.co.uk

10. Changes to This Policy

AfricanRootsDirect reserves the right to update or amend this Return & Refund Policy from time to time. Any changes will be posted on this page with an updated effective date.

11. Contact Us

For questions regarding returns, refunds, or exchanges, please contact:

AfricanRootsDirect
Email: enquiries@africanrootsdirect.co.uk
Website: www.africanrootsdirect.co.uk
Address: Unit 1d, Peter Street, Blackburn, BB1 1RD

By placing an order with AfricanRootsDirect, you acknowledge that you have reviewed the applicable terms of this Return & Refund Policy, subject to your rights under applicable law.