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Operating Hours

The Root Cause Pty Ltd customer service operates Monday to Friday 9am-5pm AEST. Email contact will receive a response within 48 hours.

Purchase of Digital Goods/Services

On purchasing digital goods/services from our website, including:

• Online Courses
• Memberships
• eBooks

For Online Courses and Memberships, all login and password access details will be sent via email automatically immediately after purchase.

For eBook purchases, a unique download link will be sent via email automatically after purchase.

If you have not received your links/access details via email within 2 hours of purchase, please check your spam folders, and if necessary then contact us on 1300 KIDS FOOD or admin@therootcause.com.au.

Purchase of Physical Goods (if applicable)

On purchasing physical goods from our website, you will receive an email confirmation of what you ordered, plus a receipt for your payment.

Goods will be packed and shipped within 7 days of purchase.

Returns & Refunds Overview

Our refunds and returns policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund, return or exchange.

Each product or service we offer has specific refund or return conditions. Please refer to the specific product or service page for detailed information. Generic refund and return policy follows.

Return of Physical Goods

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned.

• Online Courses and/or Memberships
• Downloadable software products, or Downloadable eBooks
• Gift cards
• Some health and personal care items

To enquire about a return, please contact us directly via telephone on 1300 KIDS FOOD or via email at admin@therootcause.com.au.

Return of Digital Goods/Services

Due to their nature, digital goods or services cannot be returned. This includes:

• Online Courses and/or Memberships
• Downloadable software products, or Downloadable eBooks

However, refunds are often available if the specific product/service conditions are met. Please refer to the specific product/service page for detailed information.

Refunds (if applicable)

Once your return enquiry is received and reviewed, we will send you an email to notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a maximum of 14 days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at dorothy@therootcause.com.au.

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges of Physical Products (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at admin@therootcause.com.au and send your item to: PO Box 4118, Crescent Head NSW 2440, Australia.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping

If you have had a refund/return of physical products approved by us, mail your product to: PO Box 4118, Crescent Head NSW 2440, Australia.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.