PureRoots Baby

Store Policy Document

GAIA  •  Weleda  •  Aromababy  •  MooGoo  •  QV Baby

PureRoots Baby is an Australian-based online store dedicated to curating the finest certified organic and natural baby skincare products. We partner with five of Australia's most trusted baby skincare brands — GAIA Skin Naturals, Weleda, Aromababy, MooGoo, and QV Baby — offering parents worldwide a single, reliable destination for safe, gentle, and effective baby care.

All products sold through PureRoots Baby are 100% genuine, sourced directly from authorised brand distributors, and stored and shipped in compliance with each brand's guidelines.

PureRoots Baby is committed to your complete satisfaction. Our returns and refund policy applies equally to all five brands sold in our store and is always subject to your rights under the Australian Consumer Law (ACL).

2.1 Eligibility for Returns

Returns are accepted under the following conditions:

•       Products must be returned in their original, unopened, and undamaged packaging

•       Return requests must be submitted within 30 days of the original order date

•       Proof of purchase (order number or receipt) must be provided with every return request

•       Original shipping charges are non-refundable unless the return is due to a fault or error on our part

•       Return shipping costs are the responsibility of the customer unless the item is faulty or incorrectly supplied

As these are personal care and hygiene products, opened or used items cannot be accepted for return unless they are faulty, incorrectly supplied, or have caused an adverse skin reaction.

2.2 How to Request a Return

To initiate a return or exchange, please contact us at purerootsbaby@outlook.com with the following information:

•       Your full name and order number

•       The product(s) you wish to return and the reason for return

•       A photograph of the item if it is damaged or faulty

Our customer service team will respond within 1-2 business days with instructions on how to proceed. Please do not send any products back before receiving return authorisation from our team.

2.3 Faulty or Damaged Products

If you receive a product that is damaged in transit, faulty, or incorrectly supplied, please contact us at purerootsbaby@outlook.com within 48 hours of receiving your order. Please include a clear photograph of the damaged or incorrect item along with your order number. We will arrange a full replacement or refund at no additional cost to you, including return shipping where applicable.

2.4 Adverse Skin Reactions

If your baby or child experiences an adverse skin reaction to any product purchased through PureRoots Baby, please discontinue use immediately and consult your healthcare professional. Contact us at purerootsbaby@outlook.com within 7 days of the reaction with proof of purchase and a brief description of the reaction. We will review each case individually and work with you to find a resolution, which may include a refund or product exchange at our discretion.

2.5 Refund Processing

•       Approved refunds are processed within 7 business days of receiving and verifying the returned item

•       Refunds are issued to the original payment method used at the time of purchase

•       Store credit or exchange options are available as an alternative to a monetary refund

•       Items marked 'Final Sale' or 'Clearance' cannot be returned or exchanged

Nothing in this policy limits your statutory rights under the Australian Consumer Law.

3.1 Order Processing

All orders are processed and dispatched within 1-2 business days of payment confirmation. During peak periods (Christmas, Mother's Day, promotional events), processing may take 3-5 business days. You will receive an email confirmation with tracking details once your order has been dispatched.

3.2 Australian Shipping

PureRoots Baby ships all Australian orders via Australia Post and select courier services:

•       Free standard shipping on all Australian orders over AUD $60

•       Standard shipping: AUD $8.95 for orders under AUD $60 — estimated 3-7 business days (metro); 5-10 business days (regional and remote)

•       Express shipping: AUD $12.95 flat rate — estimated 1-3 business days

3.3 International Shipping

PureRoots Baby ships internationally to over 30 countries. International shipping rates are calculated at checkout based on destination and order weight. Estimated delivery timeframes are:

•       New Zealand: 5-10 business days

•       Asia Pacific (Singapore, Hong Kong, Japan, South Korea): 7-14 business days

•       United Kingdom and Europe: 10-21 business days

•       United States and Canada: 10-21 business days

•       Rest of World: 14-28 business days

International customers are responsible for any customs duties, import taxes, or fees levied by their country's customs authority. PureRoots Baby is not responsible for delays caused by customs processing.

3.4 Tracking Your Order

A tracking number is provided via email upon dispatch for all orders. If you have not received your tracking details within 3 business days of placing your order, please contact us at purerootsbaby@outlook.com.

•       All prices are listed in Australian Dollars (AUD) inclusive of GST where applicable

•       Prices are subject to change without notice; the price displayed at the time of order confirmation is binding

•       PureRoots Baby reserves the right to cancel an order if a product becomes unavailable or a pricing error has occurred — you will be notified and fully refunded

•       Product images are for illustrative purposes; actual packaging may vary slightly due to brand updates

•       We accept Visa, Mastercard, PayPal, and AfterPay — all payment processing is handled by secure PCI-DSS-compliant gateways

•       AfterPay is available for orders between AUD $50 and AUD $2,000, subject to AfterPay eligibility

Last updated: May 2026  |  PureRoots Baby operates in accordance with Australian Consumer Law.