Refund and Returns Policy

Here is the complete, ready-to-paste Refund and Returns Policy for AfroRoots Radiance:

Introduction

At AfroRoots Radiance, we take great pride in the quality and craftsmanship of every handmade product we create. Your satisfaction is extremely important to us, and we want you to love every piece you receive.

If for any reason you are not completely satisfied with your purchase, please read this policy carefully to understand your options. This policy applies to all purchases made through our website at www.afrorootsradiance.com and is governed by German consumer protection law and EU consumer rights regulations.

1. Our Returns Policy

We accept returns within 14 days of the date of delivery.

To be eligible for a return, your item must meet the following conditions:

The item must be unused and unworn
The item must be in its original condition
The item must be returned in its original packaging
Proof of purchase must be provided (order confirmation email or receipt)

If 14 days have passed since your delivery date, unfortunately we are unable to offer a return or refund.

2. How to Initiate a Return

To initiate a return, please follow these steps:

Step 1 — Contact Us
Email us at info@afrorootsradiance.com or call us on +4915217850934 within 14 days of receiving your order. Please include the following information in your message:

Your full name
Your order number
The item or items you wish to return
The reason for your return
A photo of the item (required for damaged or faulty items)

Step 2 — Await Our Response
Our team will review your request and respond within 24 hours on business days with return instructions and the return address.

Step 3 — Package and Send
Carefully package your item in its original packaging and send it to the address provided in our response. We recommend using a tracked shipping service as we cannot be held responsible for items lost in transit on their way back to us.

Step 4 — Confirmation
Once we receive your returned item, we will inspect it and notify you by email at info@afrorootsradiance.com within 3 business days to confirm receipt and advise on next steps.

3. Refunds

Once your returned item has been received and inspected, we will notify you of the outcome of your refund request.

If your return is approved:
Your refund will be processed within 5 to 7 business days and credited back to your original payment method through Stripe. Please note that depending on your bank or card provider, it may take an additional 3 to 5 business days for the refund to appear in your account.

If your return is not approved:
We will contact you at info@afrorootsradiance.com to explain the reason and discuss available options.

Please note:

Original shipping costs are non-refundable unless the item is faulty or damaged
Return shipping costs are the responsibility of the customer unless the item is faulty, damaged, or incorrectly sent
We are not responsible for any customs or import duties incurred on returned items

4. Exchanges

If you would like to exchange an item for a different design, size, or colour, please contact us at info@afrorootsradiance.com within 14 days of delivery. We will do our best to accommodate your request subject to availability.

Please note that as all our products are handmade in small batches, exact exchanges may not always be possible. In such cases, we will offer you a suitable alternative or a full refund.

5. Damaged or Faulty Items

We inspect every item carefully before dispatch. However, if your order arrives damaged, defective, or incorrectly sent, we sincerely apologise and will resolve the issue promptly at no additional cost to you.

Please follow these steps:

Contact us within 48 hours of delivery at info@afrorootsradiance.com or call +4915217850934
Include your order number, a clear description of the issue, and photographs of the damaged or faulty item and its packaging
We will review your case and offer one of the following resolutions:
- A full replacement item dispatched at no charge
- A full refund to your original payment method through Stripe
- A partial refund where appropriate

We reserve the right to request the return of a damaged or faulty item before processing a replacement or refund.

6. Non-Returnable Items

The following items are not eligible for return or refund under any circumstances unless they are faulty or damaged upon arrival:

Beauty and self-care products that have been opened or used, for hygiene reasons
Custom and personalised orders that have been made to your specific requirements
Sale items purchased at a discounted price marked as final sale
Gift sets that have been opened or partially used
Items returned after the 14-day return window has expired

If you are unsure whether your item is eligible for return, please contact us at info@afrorootsradiance.com before sending anything back.

7. Custom Orders

As all custom orders are made specifically to your requirements by our skilled artisans, custom orders are non-refundable once production has begun.

A 50% non-refundable deposit is required to begin production of any custom order
The remaining 50% balance is due before dispatch
We will always send you a photograph of your finished custom piece for approval before it is packaged and dispatched
If your custom item arrives damaged or faulty, please contact us within 48 hours at info@afrorootsradiance.com, and we will arrange a replacement or refund

8. Orders Placed Through Etsy

Please note that all orders are fulfilled and shipped through Etsy. If you placed your order directly through our Etsy shop rather than through our website at www.afrorootsradiance.com, Etsy’s own returns and refund policies may also apply. Please refer to Etsy’s Buyer Protection Policy at www.etsy.com/legal/buyers for further information.

For all AfroRoots Radiance orders regardless of where they were placed, you are always welcome to contact us directly at info@afrorootsradiance.com or +4915217850934, and we will assist you personally.

9. Cancellations

Standard orders:
If you wish to cancel a standard order, please contact us immediately at info@afrorootsradiance.com or call +4915217850934. We will do our best to cancel your order before it is dispatched. If your order has already been shipped, our standard returns policy will apply.

Custom orders:
Custom orders may be cancelled within 24 hours of placing the order and paying the deposit. After 24 hours, production will have begun, and the deposit is non-refundable. Please contact us as soon as possible at info@afrorootsradiance.com if you wish to cancel a custom order.

10. EU Consumer Rights

As AfroRoots Radiance is based in North Rhine-Westphalia, Germany, and operates within the European Union, you are protected by EU consumer rights regulations including the EU Consumer Rights Directive.

Under EU law, consumers have the right to withdraw from a distance contract within 14 days of receiving their goods without giving any reason. This right does not apply to:

Custom-made or personalised products
Sealed goods that have been unsealed after delivery and are not suitable for return due to health or hygiene reasons

To exercise your right of withdrawal, please notify us in writing at info@afrorootsradiance.com within 14 days of receiving your order. You must then return the goods within a further 14 days. We will issue a full refund including the original delivery costs (except for any supplementary delivery costs resulting from a non-standard delivery method chosen by you) within 14 days of receiving the returned goods or proof of return dispatch.

11. Contact Us

If you have any questions about our Refund and Returns Policy or need assistance with a return, refund, or exchange, please do not hesitate to get in touch with us:

AfroRoots Radiance
Business Address: North Rhine Westphalia, Germany
Email: info@afrorootsradiance.com
Phone: +4915217850934
Website: www.afrorootsradiance.com

Our team is available on business days, and we aim to respond to all enquiries within 24 hours. We are committed to ensuring that every AfroRoots Radiance customer has a positive and satisfying experience — and we will always do our best to resolve any issue fairly and promptly.

This Refund and Returns Policy was last reviewed and updated in July 2026.
AfroRoots Radiance is registered in Germany, and all transactions and disputes are subject to German consumer protection law and EU consumer rights regulations.