Return, Refund & Cancellation Policy

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:

• Phone: +91-8679508311
• Email: [email protected]

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.

Proof Requirement for Claims

To ensure transparency and prevent misuse, customers are requested to provide:

• Clear images of the product and packaging, or
• An unboxing video showing:
  • The outer shipping package with outer carton of product
  • The product condition
  • Batch number and label details

Claims without sufficient proof may not be eligible for return or refund.

Return Process

Follow these steps to initiate a return:

1. Notify us within 3 days of delivery by emailing [email protected]
2. Include the following details:
   • Order ID
   • Description of the issue
   • Clear images or unboxing video
3. Our support team will review the request, verify the issue, and confirm eligibility.

If the return is approved:

• A reverse pickup will be arranged from your address.

Once the returned product is received, it will undergo quality inspection. Refund or replacement will be initiated accordingly.

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.

Contact Us

• Phone: +91-8679508311
• Email: [email protected]
• Working hours: 10 AM – 6 PM (Mon–Sat)