REFUND, RETURN & CANCELLATION POLICY

Last Updated: 3 August 2026

At Rootpure Wellness, we want customers to have a transparent and fair purchasing experience.

Rootpure Wellness accepts orders for genuine Rootpure-branded products. Because the products are manufactured, marketed and/or supplied by Rootpure Marketing Private Limited or through its applicable supply/distribution network, product-related returns, replacements and refunds are also subject to Rootpure’s applicable policies.

At the same time, Rootpure Wellness remains responsible for problems specifically caused by our own website, payment processing, order processing or other acts or omissions attributable to us.

Nothing in this policy limits any statutory rights available to customers under applicable Indian law.

1. Order Cancellation

A confirmed order may generally be cancelled before it has been shipped or dispatched, subject to its actual processing status.

If you wish to cancel an order, contact Rootpure Wellness as soon as possible.

Once an order has already been shipped, cancellation may no longer be possible and the applicable return/refund procedure will need to be followed.

2. Cancellation Before Dispatch

Where an eligible prepaid order is successfully cancelled before dispatch, the applicable refund will be processed to the original payment method or through another legally/permissibly agreed refund mechanism.

Any refund will be subject to payment gateway/banking processing timelines.

3. Return Period

Rootpure’s currently published policy generally provides for eligible product returns within 30 days of purchase, subject to the condition of the product and other applicable requirements.

Customers seeking a return should contact Rootpure Wellness as early as possible after identifying the issue.

Eligibility for a return, replacement or refund will depend upon:

• Reason for the request
• Product condition
• Date of purchase/delivery
• Product category
• Packaging and seal condition
• Invoice/order proof
• Rootpure’s applicable policy
• Applicable consumer law

4. Eligible Returns

Subject to the applicable Rootpure policy, a product may generally be considered for return/replacement in situations such as:

• Manufacturing defect
• Packaging defect
• Incorrect product delivered
• Product damaged during transit
• Product materially different from the product ordered
• Other eligible reasons recognised under Rootpure’s applicable policy or applicable law

5. Change-of-Mind Returns

Where a customer simply no longer wants an otherwise correct and undamaged product, the return will be considered according to Rootpure’s then-current return/buy-back policy.

Such products will ordinarily need to be:

• Unused
• Unopened where required
• In marketable condition
• In the original packaging
• With seals/protection intact where applicable
• Accompanied by the invoice/order proof

Return shipping or other permitted charges may be deducted where the return is not caused by a manufacturing defect, incorrect shipment or another fault attributable to the seller/manufacturer/fulfilment process, in accordance with the applicable Rootpure policy and law.

6. Products That May Not Qualify for Normal Return

A return or replacement may be refused, to the extent permitted by applicable law, where:

• The product has been intentionally damaged
• The product has been misused
• The product has been altered
• Required packaging/seals have been removed where marketable condition is required
• Product tags, identifiers or relevant packaging are missing
• Damage occurred after delivery because of improper storage or use
• The claim falls outside the applicable return period without a legally valid reason
• The product otherwise does not satisfy Rootpure’s applicable return conditions

This does not affect rights relating to genuine defects or rights that cannot legally be excluded.

7. Manufacturing Defect

If the complaint relates to a manufacturing defect, formulation, manufacturer packaging, quality specification or another matter controlled by the manufacturer, the claim will be handled according to the applicable policy and responsibility of Rootpure Marketing Private Limited, together with applicable law.

Rootpure Wellness will provide reasonable assistance in communicating and coordinating the complaint.

8. Damaged or Incorrect Product

If you receive a damaged, leaking, tampered, missing or incorrect product, please contact us as soon as possible and preferably within 24 hours of delivery, consistent with Rootpure’s currently published shipping policy regarding delivery discrepancies.

Please provide:

1. Order number
2. Photographs of the parcel
3. Photograph of the shipping label
4. Photographs of the affected product
5. Unboxing video, if available
6. Invoice/order confirmation
7. A brief explanation of the issue

Where a manufacturing defect exists or an incorrect product has been supplied, the applicable Rootpure policy currently provides for exchange without charging the customer return shipping for those qualifying cases.

9. Return Documentation

Depending upon the nature of the claim, we may request:

• Return request and reason
• Order/invoice copy
• Product photographs
• Packaging photographs
• Shipping-label photographs
• Unboxing video where available
• Additional information reasonably required to verify the claim

Requesting evidence is intended to verify the claim and should not be used to unfairly deny legitimate consumer rights.

10. Inspection of Returned Product

A returned product may be inspected before a refund or replacement is approved.

The inspection may verify:

• Product identity
• Quantity
• Seal/packaging status
• Physical condition
• Alleged defect/damage
• Eligibility under the applicable policy

After inspection, the customer will be informed whether the return/refund/replacement has been approved or rejected and, where appropriate, the reason.

11. Refund Amount

The amount refunded will depend on the reason for the return and the applicable Rootpure policy.

Where the problem is attributable to us

If Rootpure Wellness incorrectly charges the customer, processes the wrong order, receives duplicate payment, fails to properly transmit an order because of our own error, or otherwise causes a refundable loss through our own fault, Rootpure Wellness will take responsibility for rectifying that issue.

Manufacturing defect or incorrect product

Where eligible under the applicable Rootpure policy, the product may be replaced or refunded without unfairly charging the customer for a problem not caused by the customer.

Customer-requested return

For an eligible voluntary/change-of-mind return, applicable return-shipping or other permitted charges may be deducted according to Rootpure’s then-current policy.

12. Refund Method

Where a monetary refund is approved, it should ordinarily be processed to the original payment method, wherever technically and legally possible.

If another refund mechanism is necessary, it will be communicated to the customer.

Actual credit into a bank account/card/UPI account may take additional time after the refund is processed because of the customer’s bank, card issuer, UPI provider or payment gateway.

13. Duplicate or Failed Payments

If:

• Money is deducted but the order is not generated;
• The same payment is charged more than once; or
• Payment succeeds but our website incorrectly displays the transaction as failed,

please contact Rootpure Wellness with the transaction details.

Where investigation confirms that Rootpure Wellness or its payment processing system received an amount that should not have been charged, we will arrange the appropriate correction/refund.

14. Refund Not Received

If you have received confirmation that a refund has been processed but it has not appeared in your account:

1. Check your bank/payment account again.
2. Allow the applicable bank/payment gateway processing period.
3. Contact your bank/card issuer/UPI provider if necessary.
4. Contact Rootpure Wellness with your order and refund reference details.

We will assist in checking the refund status where the payment/refund was processed through our website.

15. Responsibility of Rootpure Marketing Private Limited

Rootpure Marketing Private Limited is responsible for matters falling within its legal and contractual responsibilities as the manufacturer/marketer/supplier of Rootpure products.

These may include, depending upon the circumstances and applicable law:

• Manufacturing defects
• Product specifications
• Manufacturer-controlled packaging
• Product quality
• Product formulation
• Manufacturer instructions/warnings
• Manufacturer warranties
• Other manufacturer-controlled matters

Such issues are subject to Rootpure’s official policies and applicable law.

16. Responsibility of Rootpure Wellness

Rootpure Wellness does not use this policy to avoid responsibility for its own actions.

We remain responsible, as applicable, for deficiencies directly caused by us, including errors relating to:

• Our website
• Our checkout system
• Payment records controlled by us
• Our order-processing activities
• Incorrect information provided or transmitted by us
• Refunds that we are responsible for processing
• Customer-support commitments made independently by us
• Other acts or omissions attributable to Rootpure Wellness

17. No Waiver of Consumer Rights

Nothing contained in this policy is intended to exclude, waive or restrict a right or remedy that cannot legally be excluded under the Consumer Protection Act, 2019, applicable Consumer Protection Rules or other applicable Indian law.

Where there is a conflict between this policy, a Rootpure policy and a mandatory provision of law, the mandatory provision of law will prevail.

18. Changes in Rootpure Policies

Rootpure Marketing Private Limited may modify its return, refund, buy-back, shipping or related policies from time to time.

For matters governed by Rootpure’s policies, the applicable then-current policy and/or the policy applicable to the customer’s transaction will be considered as appropriate.

Rootpure Wellness may also update this policy when necessary to reflect changes in Rootpure policies, our operations or applicable law.

19. Contact Us

To request cancellation, replacement, return or refund, contact:

Rootpure Wellness
Website: rootpurewellnessindia.com
Email: support@rootpurewellnessindia.com
WhatsApp/Phone: 8252308431

When contacting us, please provide your Order Number so that we can assist you efficiently.