Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. Returns are available for non-plant products only.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at hello@rooted.co.in. Please note that returns will need to be sent to the following address: 5, Raja Subodh Mallick Square, Olivia Residency, Suite No B3, Kolkata 700013
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at hello@rooted.co.in.
Damages and issues
Please inspect your order upon reception and contact us immediately within 48 hours if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We'll ask for some photos and video (where the AWB number must be clearly visible) as proof of damage so that we can improve our packaging experience and ensure that the same problem doesn't happen again in the future.
If my product is damaged, what do I do?Shipping is always a stressful time for the plants. While we're unable to accept returns for plant products as it will be stressful for the plants due to transit, we do have some tips and tricks to help your plants adjust to their new environment. Just give them a little extra love and care for a few days using the care tips we provide, and you'll soon see them thriving and healthy again. If you notice any brown or yellow leaves, simply prune them, and new green leaves will soon take their place.
If I want to cancel my order, what do I do?We totally get that sometimes you may need to cancel your order, and we're here to help you with that. If you need to cancel your order, just shoot us an email at hello@rooted.co.in as soon as possible.
If your order hasn't been processed or shipped yet, we'll do everything we can to cancel it for you. However, if your order has already been processed or shipped, unfortunately, we won't be able to cancel it for you.
But don't worry; if you do receive an order that you're not completely happy with, you can always reach out to us, and we'll do our best to help you out.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We just wanted to give you a heads-up on our product exchange policy. We totally understand that sometimes you may need to exchange a product, and we're here to help you through the process.
If you need to exchange your product, it must fall under one of the following reasons:
- Wrong/ Damaged product delivered
- Any other valid reason (the final decision rests with the company).
If we're able to exchange the product, we'll be sure to notify you via email and send you the new product as soon as possible. However, if for any reason we're unable to exchange the product, we'll let you know and initiate a refund immediately once we receive an acknowledgment from you. It's worth noting that we do have a few rules around returns and exchanges. We're unable to accept returns or exchanges in the following circumstances:
- The wrong address was provided by the customer
- Non-presence of the customer at the time of delivery
- The address sent by the recipient refused to accept the order
- Not opening the package right after delivery
- Not following the attached care tips for plant products while opening the package
- Any defect or quality issue that arose due to improper handling
We want to make sure you're completely satisfied with your Rooted experience, so if you have any questions or concerns about our exchange or return policy, just let us know, and we'll be happy to help you out.
In the case of COD and the above six cases, the customer will have to bear the total order value (inclusive of shipping charges) and pay Rooted.
Refunds
If you've initiated a return and it's been approved, we'll refund the monetary value of the product on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at hello@rooted.co.in.
If you paid via COD, we'll work with you to figure out the best way to process the refund.
It's important to note that any shipping charges you may have incurred when placing the order won't be refunded. We know this may not be ideal, but we do our best to keep our prices as low as possible and still offer fast and reliable shipping. If you're returning a product, we will schedule pick-up at your shipping address.
Please note: The return, exchange, and refund policy is applicable only for non-plant products.
