Cancellation & Returns – The Roots | Natural & Organic Food Store

Cancellation & Returns

We offer a 4-hour exchange policy on perishable products and a 48-hour return policy on selected products,

To be eligible for a return/exchange, your item must be in the same condition as you received it, un-opened or unused, with tags, and in its original packaging. We will also require the receipt or proof of purchase.

To initiate a return, contact us at along with images of the item to be returned. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package.

PLEASE NOTE: Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any query related at

Damages and issues
Please inspect your order when you receive it  and contact us immediately if the item is defective, damaged or if you received a wrong item, so that we can evaluate the issue and provide an appropriate solution.

Exceptions/non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants) post the 4 hour window, custom products (such as special orders or personalised items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item.

We do not accept returns on sale items or gift cards.

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded via NEFT. Please remember it can take some time for your bank to process the refund back to the source account.