Refund policy

REFUND & RETURNS POLICY

Last Updated: August 2026

This Refund & Returns Policy applies to purchases made from www.shopgrassroots.com, operated by PT Akar Rumput Asia, trading as Grass Roots Wellness.

Legal Business Name: PT Akar Rumput Asia
Trading Name: Grass Roots Wellness
NIB: 2105250030364
Email: info@shopgrassroots.com
Phone: +62 822 6684 0251

We want you to receive your Grass Roots Wellness order in good condition and exactly as ordered.

If something has gone wrong with your order, please contact us and we will work to resolve it.

1. Damaged, Defective or Incorrect Products

Please contact us if your order:

  • arrives damaged;

  • contains the wrong product;

  • is missing a product;

  • has a damaged or compromised seal; or

  • has another genuine product or fulfilment issue.

Contact info@shopgrassroots.com with:

  • your order number;

  • a brief description of the issue; and

  • photographs of the product and packaging where relevant.

We will assess the issue and, where appropriate, offer a replacement, refund or other suitable resolution.

2. Change of Mind

Because Grass Roots Wellness products include consumable wellness, nutritional and herbal products, we generally cannot accept returns of opened or used products due to hygiene, safety and product-integrity requirements.

If you change your mind before your order has been dispatched, contact us as soon as possible. We will try to cancel the order before dispatch, although cancellation cannot be guaranteed once fulfilment has begun.

For unopened products that have already been delivered, please contact us before returning anything. Returns are subject to our approval and applicable consumer law.

3. Product Results

Individual responses to wellness, nutritional and herbal products vary.

A product not producing the particular result a customer expected does not, by itself, mean that the product is defective.

Testimonials, reviews and customer experiences displayed on our website represent individual experiences and do not guarantee specific results.

4. Returns

Do not send a product back to us without first contacting our customer service team.

If a return is approved, we will provide instructions regarding where and how the product should be returned.

Products returned without prior approval may not be accepted.

5. Refunds

Where a refund is approved, it will generally be returned using the original payment method where reasonably possible.

Processing times may vary depending on the bank, card provider or payment service used for the original transaction.

Shipping charges may not be refundable unless the refund relates to an incorrect, damaged or defective order or where otherwise required by applicable law.

6. Order Cancellations

If you need to cancel an order, please contact us as soon as possible at info@shopgrassroots.com.

If the order has not yet entered fulfilment or been dispatched, we will make reasonable efforts to cancel it.

Once an order has been dispatched, our normal return conditions will apply.

7. Consumer Rights

Nothing in this Refund & Returns Policy is intended to exclude, restrict or modify any rights or remedies available to customers under applicable Indonesian consumer protection law that cannot legally be excluded, restricted or modified.

8. Contact Us

For returns, refunds or order problems, please contact:

PT Akar Rumput Asia
Trading as Grass Roots Wellness

NIB: 2105250030364

Email: info@shopgrassroots.com
Phone: +62 822 6684 0251

Please include your order number when contacting us about an existing purchase.