Effective Date: 5 July 2026
Last Updated: 5 July 2026
Rootmed is committed to delivering high-quality Ayurvedic wellness products and a reliable shopping experience. This policy explains the conditions under which an order may be cancelled, returned, replaced or refunded.
By placing an order through
www.rootmed.in you agree to the terms below.
1. Eligibility for Return or Replacement
A return or replacement request must be submitted within 5 calendar days from the date of delivery.
A product may be eligible when:
* You received an incorrect product.
* The product was damaged, broken, leaking or tampered with during delivery.
* An item or quantity is missing from the package.
* The product was expired on delivery.
* The product has a manufacturing defect.
* The product received is materially different from what was ordered or advertised.
* An unopened product is being returned due to a change of mind, subject to approval and the conditions stated below.
For damaged, leaking, incorrect or incomplete orders, customers are encouraged to contact us within **48 hours of delivery** so that the matter can be resolved quickly.
2. Conditions for Accepting a Return
Except where the product is defective, damaged, expired or incorrectly supplied, the returned product must:
* Be unused and unopened.
* Have its original seal intact.
* Be in its original packaging.
* Include the invoice, labels, accessories and promotional items, where applicable.
* Be in a condition suitable for resale.
* Not have been damaged due to improper handling, storage or use after delivery.
Rootmed may request photographs or a short unpacking video to verify the condition of the shipment. Customers should not send any product back without first receiving return approval and instructions from Rootmed.
3. Health and Wellness Product Restrictions
For health, hygiene and safety reasons, Ayurvedic capsules, oils, syrups, supplements and other wellness products cannot generally be returned once their seal has been broken or the product has been opened or used.
Opened or used products will only be considered where:
* The product is defective or contaminated.
* The wrong product was delivered.
* The packaging was already damaged or tampered with at the time of delivery.
* Return or refund is otherwise required under applicable law.
Individual results from Ayurvedic or wellness products may vary. Dissatisfaction based only on taste, fragrance, texture, personal preference or the absence of expected results will not normally qualify for a refund, unless a specific written money-back offer applied to the order.
4. Non-Returnable Items
Returns or refunds will not be accepted for:
* Products opened, used or partially consumed without a verified defect.
* Products damaged due to misuse, negligence or improper storage.
* Products returned without original packaging, labels or seals.
* Requests made after the applicable return period.
* Items purchased from unauthorised sellers.
* Products supplied as free samples or complimentary gifts.
* Products with batch numbers, labels or expiry information removed or altered.
* Clearance or final-sale products specifically marked as non-returnable.
* Gift cards, discount vouchers or promotional coupons.
* Individual items from a combo pack, unless Rootmed approves a partial return.
Where a combo, bundle or promotional order is returned, all items, including free gifts, must normally be returned together. If any promotional item is retained, its listed value may be deducted from the refund.
5. Order Cancellation
Orders may be cancelled without charge before they are packed or dispatched.
To request cancellation, contact Rootmed immediately with the order number. Cancellation cannot be guaranteed after dispatch.
Where an order has already been dispatched, the request will be handled under this Return Policy. Original delivery charges may not be refundable when the return is due to customer preference rather than an error by Rootmed.
Rootmed may cancel an order because of:
* Product unavailability.
* Incorrect pricing or product information.
* Payment verification failure.
* An incomplete or incorrect delivery address.
* Suspected fraud, misuse or unauthorised activity.
* Circumstances beyond reasonable operational control.
Where Rootmed cancels a prepaid order, the full amount paid will be refunded.
6. How to Request a Return, Refund or Replacement
Contact Rootmed customer support and provide:
* Your full name.
* Order number.
* Registered mobile number or email address.
* Name and quantity of the affected product.
* Reason for the request.
* Clear photographs of the product, packaging, shipping label and invoice.
* An unpacking video, where available.
Customer Support Number: +91 9667761967
Working Hours: Monday to Saturday, 10:00 AM to 6:00 PM
After reviewing the request, Rootmed will provide approval, rejection or additional instructions. Products returned without authorisation may not be accepted.
7. Return Shipping
Where a return is approved because Rootmed supplied a damaged, defective, expired, incomplete or incorrect product, Rootmed will arrange reverse pickup where service is available or reimburse reasonable approved return-shipping costs.
For an approved change-of-mind return, the customer may be responsible for return-shipping expenses.
The customer must pack the product securely. Rootmed will not be responsible for damage caused by inadequate return packaging.
8. Inspection and Approval
Returned products will be inspected after they reach the designated return facility.
Inspection may take approximately 3–5 business days. Rootmed may approve, partially approve or reject the request based on:
* Product condition.
* Seal and packaging condition.
* Batch and expiry information.
* Evidence submitted by the customer.
* Reason for the return.
* Compliance with this policy.
The customer will be informed of the decision through email, telephone or another registered communication channel.
9. Refund Process
Once approved, refunds will normally be initiated within 7–10 business days.
For prepaid orders, the refund will be issued to the original payment method wherever technically possible.
For Cash on Delivery orders, the customer may be asked to provide verified bank-account or UPI details through an authorised communication channel.
After Rootmed initiates the refund, additional processing time may be required by the bank, card issuer, payment gateway or UPI service provider.
Refunds may exclude:
* Original shipping charges where the return is due to customer preference.
* Return-shipping costs payable by the customer.
* Discounts, promotional benefits or reward points already used.
* The value of missing items or free gifts not returned with the order.
10. Replacement Process
Where a replacement is approved, Rootmed will generally dispatch the replacement within 3–7 business days, subject to stock availability and serviceability.
If the same product is unavailable, Rootmed may offer:
* A refund;
* A product of equivalent value, with customer consent; or
* Store credit, with customer consent.
Only one replacement will ordinarily be provided against the same complaint.
11. Missing or Incomplete Orders
If an item is missing, contact Rootmed within 48 hours of delivery with photographs of:
* The outer package.
* Shipping label.
* Products received.
* Invoice or packing slip.
After verification, Rootmed may dispatch the missing item or issue an appropriate refund.
12. Failed or Duplicate Payments
Where money is deducted but an order is not confirmed, the amount may be automatically reversed by the payment provider.
For duplicate payments, contact customer support with the transaction reference numbers. Once verified, the excess amount will be refunded to the applicable payment method.
13. Purchases from Marketplaces or Retailers
This policy primarily applies to orders placed directly through
www.rootmed.in
Products purchased through Amazon, Flipkart, pharmacies, authorised retailers, distributors or other marketplaces are also subject to the return and refund policy of the respective seller or platform. Customers should first raise the request through the channel from which the product was purchased.
Rootmed may assist with product-quality concerns after proof of purchase and seller details are provided.
14. Business and Bulk Orders
Orders placed by distributors, Brand Partners, District Growth Partners, retailers, doctors, institutions or other commercial buyers will be governed by the applicable invoice, distribution agreement, appointment terms or separate business policy.
This consumer return policy does not automatically apply to purchases made for resale or commercial purposes.
15. Grievance Redressal
For unresolved concerns, customers may contact:
Grievance Officer: RAJESH KUMAR
Designation: Grievance Officer – Rootmed
Company: Adorica Care Private Limited
Address: Plot No. 20, H-1/A, Sector 63, Noida, Uttar Pradesh – 201301, India
Email: Info@rootmed.in
Telephone: +91 9667761967
Consumer complaints will be acknowledged within 48 hours and Rootmed will endeavour to resolve them within one month from receipt.
16. Statutory Rights
Nothing in this policy limits any right or remedy available to a consumer under applicable Indian law. Where any provision of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.
17. Policy Updates
Rootmed may revise this policy to reflect changes in its products, operations, payment processes or applicable law. The version displayed on the website on the date of purchase will ordinarily apply to that order.
