Refund policy
At Redefine Roots, we strive to ensure every product is delivered with care and love. While we do not accept returns on most products, we are committed to addressing genuine concerns and ensuring a hassle-free experience in special cases.
1. Refunds (If Applicable)
- Refunds are not applicable if the correct and complete order has been delivered.
- Refunds may only be considered in exceptional circumstances, such as defective, damaged, or incorrect products.
How to Initiate a Refund:
- Email us at support@redefineroots.com within 48 hours of receiving your order.
- Attach clear photos and an unboxing video showing the issue.
- Once your request is reviewed and approved, the refund will be processed.
Refund Processing Time:
- Refunds, once approved, may take 7–10 business days to reflect in your bank account.
- If you haven’t received your refund within this time frame, please check with your bank.
- For unresolved refund issues, contact us at support@redefineroots.com.
2. Exchanges (If Applicable)
- We replace products only if they are defective or damaged during shipping.
- If you need an exchange for the same item:
- Email us at support@redefineroots.com with photos and an unboxing video within 48 hours of delivery.
- Ship the defective product to:
C-297 Basement, Defence Colony, New Delhi, India.
Exchange Approval Process:
- Once the product is received and validated, a replacement will be shipped to you.
- The exchange process may take up to 15 days to complete.
3. Shipping Policy
- All orders are shipped via trusted third-party courier partners.
- Estimated Delivery Time: 2–7 business days (depending on location and logistics).
- Delivery timelines may vary due to unforeseen circumstances like natural disasters, strikes, or logistical delays.
For Damaged or Incorrect Products:
- Email support@redefineroots.com with photos and an unboxing video of the product within 48 hours of delivery.
- Once validated, the product will be Returned to Origin (RTO) and a replacement will be arranged.
Reverse Pickup:
- If a return or exchange is approved, we will arrange a reverse pickup from your location.
- Ensure the product is securely packed in its original packaging for safe return transit.
Shipping Timeline for Exchanges:
- Once validated, the replacement product will be shipped. Delivery time may vary based on your location.
4. Important Notes:
- Unboxing Video is Mandatory: Claims without proper documentation (photos & video) may not be considered valid.
- Return Timeframe: Ensure your return or exchange request is raised within 48 hours of receiving the product.
- Non-Returnable Items: Certain items, such as perishable goods, intimate hygiene products, or opened personal care items, are not eligible for return or exchange due to hygiene and safety concerns.
5. Customer Support:
For any concerns or assistance regarding your order, feel free to reach out to us:
- 📧 support@redefineroots.com
- 📍 C-297 Basement, Defence Colony, New Delhi, India.
We value your trust and are dedicated to resolving your concerns efficiently. Thank you for choosing Redefine Roots!