Return & Refund Policy


At Rootein, we understand that when you choose a health supplement, you're placing your trust in us. Every product is carefully sourced, formulated, and packed to maintain the highest standards of quality and safety.

However, if something doesn't feel right with your order, we're here to make the resolution process simple, fair, and transparent.

Reporting an Issue

If you face any issues with your order, please inform us within 48 hours of delivery so we can assist you promptly.

You can reach us via:

WhatsApp: (your number) Email: (your email) Support Hours: Mon–Sun, 9 AM to 5 PM

To help us resolve your concern faster, please share:

  • Your Order ID
  • A brief explanation of the issue
  • Clear photos or an unboxing video showing the problem (required for verification)

We genuinely want to help, but requests raised after 48 hours of delivery may not be eligible, as we're unable to validate product conditions beyond that timeframe.

When Are You Eligible for a Replacement?

We offer free replacements in cases where:

  • The product arrives damaged during transit
  • You receive a different product than what you ordered
  • The product is leaking, tampered, or defective upon delivery

Once verified, we ensure that a replacement is arranged at no additional cost to you.

Verification Process

  • Our team reviews your request within 24–48 working hours
  • In some cases, we may reach out for additional details to better understand the issue
  • Once approved, you will receive a confirmation via WhatsApp or Email

We aim to keep this process quick and hassle-free so that you're not left waiting.

Replacement Process & Timelines

We offer two types of resolution depending on your location:

If Reverse Pickup is Available

  • A pickup will be arranged within 2–4 working days
  • You'll need to hand over the product in its original packaging (as far as possible)
  • After successful pickup, your replacement will be dispatched within 24–48 hours
  • You can expect to receive the new product within 3–5 working days

If Reverse Pickup is Not Available (Certain Locations)

  • You may be requested to self-ship the product to our warehouse
  • We will share the shipping address and instructions clearly
  • Shipping charges will be reimbursed up to a reasonable standard amount (against receipt)
  • Once we receive and inspect the product, your replacement will be shipped within 24–48 hours

Refund Policy

While we primarily offer replacements, refunds are processed in situations where a replacement is not possible.

Refunds are applicable if:

  • The product is out of stock
  • A replacement cannot be arranged
  • The issue is verified but cannot be resolved otherwise

Refund Timelines:

  • Refunds are initiated within 2–3 working days after approval
  • The amount is credited to your original payment method
  • Depending on your bank or payment provider, it may take 5–7 working days to reflect in your account

Important Note on Returns

As Rootein products fall under health supplements and consumables, we are unable to accept returns once the product has been delivered and opened.

This is to ensure:

  • Safety and hygiene standards
  • Product integrity for all customers

Non-Returnable / Non-Refundable Situations

We may not be able to process requests in the following cases:

  • Change of mind after receiving the order
  • Concerns related to taste, smell, or personal preference
  • Products that have been opened, used, or partially consumed
  • Improper storage or handling after delivery
  • Requests raised after the 48-hour reporting window

Order Cancellation Policy

  • Orders can be cancelled only before they are dispatched from our warehouse
  • Once shipped, cancellations are not possible
  • For prepaid orders, eligible refunds will follow the standard refund timeline mentioned above

Customer Responsibilities

To ensure a smooth and quick resolution:

  • We strongly recommend recording an unboxing video at the time of delivery
  • Please do not discard the product or packaging until your request is reviewed
  • Keep the product in its original condition as much as possible

These small steps help us validate and resolve your issue without delays.

Our Commitment to You

At Rootein, we don't just sell supplements — we support your journey towards better health. We maintain strict quality checks at every step, but if something goes wrong, we take full responsibility for resolving genuine concerns quickly, fairly, and respectfully.

Your trust matters to us, and we're always here to support you.