Refund policy

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it — unused, unworn, with tags, and in its original packaging. You’ll also need to provide the receipt or proof of purchase.

Note: Please choose the correct size and seater type for your sofa cover. We do not accept returns for incorrect selections.

To start a return, contact us at support@greenrootsaustralia.com.au.
If your return is accepted, we’ll send you a return shipping label along with instructions on how and where to send your package.

Important: Items sent back without first requesting a return will not be accepted.

You can always reach out with any questions at support@greenrootsaustralia.com.au

SECTION 1 – Returns & Refunds

All policies below align with The Australian Consumer Law – Consumer Rights & Guarantees.

By purchasing from our store, you agree to the following terms:

  • Our 30-day money-back guarantee covers all eligible purchases.

  • If you change your mind within 30 days, you're entitled to a refund.

  • If more than 30 days have passed and your item is damaged or faulty, please provide photos or videos showing the issue and explain the delay.

There is no time limit on refunds for faulty items under Australian Consumer Law, but we encourage prompt communication.

Refunds are not applicable if:

  • You’ve simply changed your mind after 30 days.

  • The order/products were placed by mistake and not reported within 14 days.

  • You found the item cheaper elsewhere.

  • The product was misused, mishandled, or damaged after use.

  • You no longer need or want the item.

  • You were aware of the fault before purchasing.

Please handle all items with care. Damage caused by liquids or misuse is not our responsibility after 30 days.

We may offer refunds without requiring a return only if the product remains in good condition and meets our eligibility.

For change-of-mind returns within 14 days, items must be unused and in resaleable condition.

Before returning anything, please contact us via our Contact Us page using your order number.
Social media is not the preferred support channel.

If approved, we’ll provide the return address. Customers are responsible for return shipping costs unless the item is faulty.

Refunds are processed only after we receive and inspect the returned item.

Once processed, refunds are applied to your original payment method within 5–10 business days, excluding public holidays.

If your refund hasn’t arrived after 5 business days, check with your bank before contacting us.

SECTION 2 – Late or Missing Refunds

If you haven’t received a refund:

  • Double-check your bank account.

  • Contact your payment provider or bank (processing times vary).

  • If the issue remains unresolved, email us via the Contact Us form on our website.

SECTION 3 – Shipping

  • Return shipping is at the customer’s expense if the return is due to change of mind or wrong item ordered.

  • Return requests beyond 30 days and not related to product faults will be handled at our discretion.

Damages & Issues

Please inspect your item as soon as it arrives.
Contact us immediately if your item is defective, damaged, or incorrect, so we can resolve the issue promptly.

Exceptions / Non-Returnable Items

We do not accept returns for the following:

  • Perishable goods (e.g., food, flowers, plants)

  • Custom or personalised items

  • Personal care items (e.g., beauty or hygiene products)

  • Hazardous materials, flammable liquids, or gases

  • Gift cards

Exchanges

The fastest way to exchange an item is to:

  1. Return the item following our return process.

  2. Place a new order for the replacement after your return is approved.

Refunds

Once your return is received and inspected, we’ll notify you of the approval status.
If approved, your refund will be processed to your original payment method.
Please allow time for your bank or credit card provider to finalise the refund.