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Legal

Returns & Refunds

Our clear and transparent return and refund process for a smooth customer experience.

At Rootellect, we are committed to delivering products that meet high standards of quality, safety, and hygiene. Every order is carefully inspected before dispatch. However, in the rare case of an issue, we offer a clear and transparent return and refund process to ensure a smooth customer experience.

Cancellation Policy

Before Dispatch

  • Orders can be cancelled before dispatch by contacting our support team.
  • Refunds for prepaid orders will be processed within 3–5 working days.

Contact:

After Dispatch

  • Once an order has been shipped, cancellation is not possible.
  • The order will be marked as RTO (Return to Origin) if refused.
  • Refund will be processed after the product is returned to our warehouse.

Return Policy

Return Window

  • Customers may request a return within 3 days from the date of delivery.
  • Return requests submitted after this period may not be accepted, as nutraceutical products fall under hygiene-sensitive consumables and cannot be resold once handled.

Acceptable Reasons for Return

Returns will be accepted under the following conditions:

  • Wrong product delivered — The item received does not match the order placed.
  • Damaged, broken, or tampered product — The bottle, seal, or packaging is visibly damaged, leaking, or compromised.
  • Expired product received — The product has crossed its expiry date at the time of delivery.
  • Incomplete order or missing items — One or more items from the order were not delivered.

Non-Acceptable Reasons for Return

Returns will not be accepted in the following situations:

  • The product has been opened, used, or consumed (unless it is proven defective).
  • The original packaging, seal, or label is missing or damaged by the customer.
  • The return request is raised after 3 days of delivery.
  • The product is returned for taste or flavour preferences, personal expectations, brand comparison, or change of mind after use.
  • Damage caused due to improper storage or handling by the customer.

Return Process

  1. Notify us and request a return review. For a wrong, damaged, expired or missing product, email support@rootellect.com within 3 days of delivery. Include your order number and describe the issue. This is the claim/request window; there is no separate 48-hour damage-notification deadline.
  2. Provide evidence for review. Clear photos or an unboxing video showing the product and outer packaging, product condition, and batch/label details. Either evidence format is accepted for review; a video is not mandatory. Claims without sufficient evidence may not be eligible.
  3. Approval, collection and inspection. Our team reviews eligibility under the Return & Refund Policy. If a return is approved, a reverse pickup is arranged. The returned product is inspected after it reaches our warehouse. Submitting a request does not automatically approve a return or refund.
  4. Refund initiation and receipt. Refunds are initiated within 48–72 hours after the returned product passes inspection. The refund is issued to the original payment method. The time for it to appear in your account depends on the payment provider.

Refund Timelines

Refunds are initiated within 48–72 hours after the returned product passes inspection. The time taken for the amount to reflect depends on the payment provider.

Refunds are issued to the original payment method used at checkout.

Important Notes

  • Rootellect reserves the right to approve or reject return requests after inspection.
  • Products returned in a used, tampered, or non-resalable condition will not be eligible for a refund.
  • Shipping charges (if any) are non-refundable unless the return is due to an error on our part.

When our team is available

Phone support: Mon–Sat, 9:00 AM–6:00 PM IST.

Email and form replies: Mon–Sat, 9:00 AM–6:00 PM IST. Usually within 24 business hours.

You can submit the form or send an email at any time. Our team reviews messages during staffed support hours.

This is a response target, not a guarantee or a refund-processing timeline.

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