Returns, Replacements & Refunds

Return, Replacement & Refund Policy

Because our seeds and superfoods are perishable natural foods, strict safety guidelines apply. Here are our exact conditions for direct refunds, return replacements, and DTDC reverse parcel pickup tracking.

24-Hour Appeal Window from DeliveryOrder Page Submission Only

Eligible for Direct Refund Only

Refunds are granted strictly for the following two verified issues:

1.Damaged in transit: Physical crush, leakage, or burst pouch during shipment.
2.Courier cover tampered: Outer DTDC shipping package torn, cut, or tampered on delivery.

✓ 100% money credited back strictly via UPI transfer within 24–48 hours of verification.

Eligible for Return & Replacement

Replacements are granted strictly for the following two verified issues:

1.Wrong product / variant: Incorrect seed type, weight, or size delivered compared to your order.
2.Air tight seal broken or used product: The factory airtight inner zip seal was broken or the product appears used upon delivery.

🚚 Doorstep reverse pickup by DTDC Courier with live pickup tracking on your Order page.

Non-Eligible Reasons (Food Safety Regulations)

As per FSSAI hygiene guidelines for edible pantry foods, we cannot accept returns or refunds for personal taste preference, change of mind, opened/partially consumed items, or any claim submitted after the 24-hour delivery window.

1. Strict Categorization: Refund vs Return & Replacement

Direct Refund Eligibility:

Direct refunds are only available if the goods were damaged in transit or the courier cover was tampered during delivery. All other issues do not qualify for direct refunds.

Return & Replacement Eligibility:

Return and replacement is only available if you received the wrong product / variant or if the airtight seal was broken / used product was found on delivery.

2. Doorstep Parcel Reverse Pickup & Tracking (For Return & Replacement)

When a return and replacement is requested, you do not need to courier the package yourself:

Doorstep Pickup by DTDC Courier:

Our official courier partner, DTDC Courier, will be scheduled to pick up the parcel directly from the customer's delivery address on file.

Live Reverse Pickup Tracking:

A reverse pickup consignment number (AWB) is assigned. Customers can track the pickup milestones directly inside their Order details page on rootish.in (Pickup Scheduled → Out for Pickup → Picked Up → In Transit) and via WhatsApp notifications.

Replacement Re-dispatch:

Once the reverse pickup is initiated and verified by the courier, our Sathyamangalam packing unit immediately dispatches the fresh replacement package with priority tracking.

3. Mandatory 24-Hour Window & Order Page Instructions

Strict Deadline: 24 Hours from Delivery Timestamp

The "Return / Refund" action button is visible on your Order details page for exactly 24 hours after the shipment is marked as "Delivered" by DTDC Courier. After 24 hours, the return and refund option automatically disappears from the app, and no new claims can be filed.

Instructions to Submit While the Button is Active (Within 24 Hours):

Log in to your account at rootish.in and navigate to My Orders.
Open the delivered order. If within 24 hours of delivery, the "Return / Refund" button will appear next to the order total.
Click "Return / Refund" to open the claim modal.
Choose Direct Refund (for transit damage or tampered cover) or Return / Replace (for wrong product or broken airtight seal).
Attach 1–2 clear photographs showing the outer DTDC package, the inner pouches, and the seal or damage.
Submit the form. For return/replacement, DTDC doorstep pickup is scheduled and reverse tracking details appear immediately on your order.

⚠️ Why does the button disappear after 24 hours? Because Rootish raw seeds and superfoods are perishable natural food products, FSSAI regulations mandate that quality or transit integrity claims must be reported on the delivery day itself. Once the 24-hour mark is reached, the system permanently closes the claim option.

4. Cancellation Before Dispatch

Orders can be cancelled free of charge before dispatch directly through your Order page or by contacting support within 2 hours of placement.
Once handed over to DTDC Courier for transit, cancellations cannot be accepted. After delivery, claims are strictly limited to the eligible 24-hour return/refund categories.

5. Refund Processing via UPI Transfer

All approved refunds are credited strictly via direct UPI transfer to the customer's verified UPI ID within 24–48 hours of verification.
The official 12-digit UPI UTR transaction reference number is immediately dispatched to your registered phone number via WhatsApp for verification and recordkeeping.

6. 24/7 Support for Claims & Returns

Need assistance with your claim? Our support is available 24/7:

WhatsApp (24/7): +91 94899 39792

Email: Care@rootish.in

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