Refund policy
Thank you for shopping with Beyond Roots! We take pride in offering transformative Afro-Cuban travel experiences, cultural tours, and unique merchandise celebrating Afro heritage. Our refund policy varies depending on the type of product or service purchased. Please review the categories below to understand how refunds are handled.
1. Trip Planning Experiences, Tours, and Cultural Experiences
Due to the personalized nature of our travel planning services and experiences, we have specific refund conditions:
- Trip Planning Services: Once the planning process begins (e.g., itinerary consultation or custom recommendations), refunds are not available. If you need to reschedule, please contact us at least 15 days before the scheduled trip to discuss potential adjustments.
- Cultural Tours and Experiences:
- Cancellations made 30 days or more before the scheduled tour date will receive a full refund, minus a 10% processing fee.
- Cancellations made between 15 and 29 days before the scheduled tour date will receive a 50% refund.
- Cancellations made 14 days or less before the scheduled tour date are non-refundable. However, we may offer rescheduling options depending on availability.
- No-Show Policy: Guests who do not arrive on the scheduled date and time will not be eligible for refunds or rescheduling.
2. Print-on-Demand Merchandise
All merchandise is produced on-demand and customized for you, so refund eligibility is based on the following conditions:
- Defective or Damaged Items: If you receive a damaged, defective, or incorrect item, please contact us within 7 days of receiving your order with photos of the item and your order details. We will process a replacement or refund at no additional cost.
- Returns and Exchanges: As our merchandise is made-to-order, we do not accept returns or exchanges for items ordered in the wrong size, color, or design. Please double-check your selections before placing your order.
- Cancellation Policy: Once your order is submitted, it is immediately sent for production and cannot be canceled or refunded.
3. General Policies for All Purchases
- Payment Disputes: If a payment dispute arises, please contact us directly at beyondrootscuba@gmail.com before initiating a chargeback. We are committed to resolving any issues amicably.
- Processing Refunds: Approved refunds will be processed within 10 business days via the original payment method. Depending on your financial institution, it may take additional time for the refund to appear on your statement.
- Customer Support: For assistance or inquiries, reach out to us at beyondrootscuba@gmail.com or use our website’s contact form.
How to Request a Refund
- For Travel Services and Experiences: Email us at beyondrootscuba@gmail.com with your booking reference number and reason for cancellation.
- For Merchandise: Email us at beyondrootscuba@gmail.com with your order number, photos (if applicable), and a description of the issue.
We appreciate your understanding and cooperation in helping us maintain a fair and transparent refund process.
At Beyond Roots, we believe in celebrating and connecting with Afro heritage. Your support helps us share this journey with communities around the world. Thank you for being a part of our family and for choosing to travel and shop with purpose! Thank you for choosing Beyond Roots!
