Refund & Cancellation Policy

Last Updated: September 2026

At Rootit, we aim to provide quality terrace and home gardening products and a smooth shopping experience. This Refund & Cancellation Policy explains when an order can be cancelled, returned, replaced, or refunded.

1. Order Cancellation

Customers may request cancellation of an order as soon as possible after placing it.

Cancellation requests can be accepted only if the order has not yet been packed or dispatched.

Once an order has been packed, shipped, or handed over to the delivery partner, cancellation may not be possible.

To request a cancellation, please contact Rootit with your order details.

2. Damaged Products

If your product is damaged during delivery, please contact us as soon as possible after receiving the order.

You may be required to provide:

• Order number
• Photographs of the damaged product
• Photographs of the packaging
• A description of the issue

After verification, Rootit may offer a replacement or refund, depending on the circumstances and product availability.

3. Wrong Product Received

If you receive a product different from the one you ordered, please contact us as soon as possible.

After verification, Rootit may arrange for the correct product to be delivered or provide an applicable refund.

4. Seeds and Germination

Seeds are natural agricultural products, and germination cannot be guaranteed.

Germination depends on factors such as:

• Soil quality
• Temperature
• Watering
• Sunlight
• Planting depth
• Season
• Storage conditions
• Gardening and maintenance practices

Failure of seeds to germinate due to growing conditions or incorrect planting and care does not qualify for a refund or replacement.

5. Soil, Vermicompost and Natural Products

Soil, vermicompost, compost, and similar natural products may naturally differ in:

• Colour
• Texture
• Moisture
• Smell
• Appearance

Such natural variations are not considered defects and are generally not eligible for return or refund.

6. Change of Mind

Returns or refunds may not be provided simply because a customer changes their mind, orders the wrong product, or no longer requires the product after delivery.

Any exception will be considered at the sole discretion of Rootit, subject to the condition of the product.

7. Eligibility for Return or Replacement

A product may be eligible for return or replacement if:

• The wrong product was delivered.
• The product was damaged during delivery.
• The product has a verified manufacturing or product defect, where applicable.

Products must be returned in the condition specified by Rootit for the return to be accepted.

8. Refund Process

Once a refund is approved, Rootit will process the applicable refund through the original payment method or another suitable method.

The time taken for the refund to appear in your account may depend on the payment gateway, bank, or financial institution.

Delivery charges, if applicable, may not be refundable unless the refund is due to an error or issue attributable to Rootit.

9. Refund for Cancelled Orders

If an order is successfully cancelled before dispatch and payment has already been received, the eligible amount will be refunded.

The refund will be processed after cancellation confirmation.

10. Non-Delivery and Failed Delivery

If an order cannot be delivered because of an incorrect address, incorrect contact details, customer unavailability, refusal to accept the order, or repeated failed delivery attempts, Rootit may contact the customer to arrange further delivery.

Additional delivery charges may apply where applicable.

Refund eligibility in such cases will be determined based on the circumstances of the order.

11. Product Availability

If a product becomes unavailable after an order has been placed, Rootit may contact the customer regarding an alternative product or cancellation.

If the order is cancelled due to product unavailability and payment has already been received, the applicable amount will be refunded.

12. How to Request a Refund or Replacement

To request a refund, cancellation, or replacement, please contact Rootit through the contact details provided on our website.

Please provide:

• Order number
• Customer name
• Registered mobile number
• Product details
• Reason for the request
• Photographs or other supporting information, where required

Rootit will review the request and communicate the next steps.

13. Policy Changes

Rootit reserves the right to modify this Refund & Cancellation Policy at any time.

Any changes will be published on this page with an updated Last Updated date.

14. Contact Us

For refund, cancellation, return, or replacement queries, please contact: