Refund & Return Policy

1. Return Eligibility

You may request a return within 7 days of the delivery date. To be eligible, the product must be:

• Unopened and in its original sealed packaging
• Unused, with all labels and seals intact
• Accompanied by your order number or proof of purchase

Returns requested after 7 days from delivery, or for products that have been opened, cannot be accepted.

2. Non-Returnable Items

Because our products are consumable food items, the following cannot be returned once delivered, even within the 7-day window:

• Opened or partially used packs
• Products purchased during sale, clearance, or as part of a discounted bundle
• Wholesale/bulk orders (please refer to your wholesale agreement for terms)

This is standard for food and consumable goods and is in place to ensure hygiene and product safety for all customers.

3. Damaged, Defective, or Incorrect Items

If your order arrives damaged, spoiled, or different from what you ordered, we will make it right — free of charge.

• Please contact us within 48 hours of delivery with your order number and clear photos of the product and packaging.
• Once verified, we will offer a free replacement or a full refund, your choice.
• You will not be charged for return shipping in this case.

4. How to Request a Return

To initiate a return, please:

1. Email us at info@rootivaorganic.com or message us on WhatsApp with your order number and reason for return.
2. Attach photos if the product was damaged, spoiled, or incorrect.
3. Our team will respond within 24–48 hours with confirmation and next steps.

Please do not send products back before receiving confirmation from our team.

5. Return Shipping Costs

• Damaged, defective, or incorrect items: Rootiva Organic covers the cost of return shipping.
• Change of mind / no longer needed: The customer is responsible for return shipping costs. The item must still meet the eligibility criteria in Section 1.

6. Refunds

Once your returned item is received and inspected, we will notify you of the approval status of your refund.

• Approved refunds are processed to your original payment method.
• Refunds are issued within 5–7 business days of approval.
• Please note that your bank or card provider may take a few additional days to reflect the refund in your account, which is outside our control.

7. Order Cancellations

You may cancel your order for a full refund within 2 hours of placing it, as long as it has not yet been dispatched. Once an order has shipped, it can no longer be cancelled, but you may still request a return per the terms above once it arrives.

To cancel, contact us immediately at info@rootivaorganic.com or via WhatsApp with your order number.

8. Exchanges

If you'd like a different product or flavor instead of a refund, let us know when you reach out — we're happy to arrange an exchange of equal value where stock allows, subject to the same eligibility criteria in Section 1.

9. Grievance Officer

In accordance with the Consumer Protection (E-Commerce) Rules, 2020, if your concern is not resolved through our regular support channels, you may escalate it to our designated Grievance Officer:

• Name: Ravi P
• Email: info@rootivaorganic.com
• Phone: +91 93705 19775
• Response time: Within 7 business days of escalation