Refund policy
How can I return an item?
At Roots, we are proud to offer a hassle-free exchange policy within U.A.E.
Customer is eligible for a refund if:
- Wrong product was sent by the merchant.
- The product is defective.
- The product was damaged in shipping.
- The product is tampered.
Customer can request for a return/return/exchange within 10 days from the date of delivery.
Steps to follow to create a Refund/Exchange request:
- Customer need to inform us about the item which he wishes to refund/exchange by emailing us at hello@roots.ae Invoice number has to be clearly mentioned in the email.
- We will inform our courier to pick up the item from your doorstep within 2 working days.
- Customer’s credit will reflect back automatically in 10 to 45 days depends on the issuing bank of the credit card.
- Once your return is received and inspected, we will notify you via email. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, in 10 to 45 days depends on the issuing bank of the credit card.
Rules and Conditions for Refund/Exchange:
- Refunds will be made onto the original mode of payment and will be processed within 10 to 45 days depends on the issuing bank of the credit card.
- To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
- Unfortunately, we have a no-return policy on some of our beauty products. We advise you to read the product description thoroughly before purchasing your desired product.
Refund Shipping
Customer will be responsible for paying for shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Cancellation Policy
We have a strict NO CANCELLATION POLICY at Roots. Once you have purchased a product, it cannot be canceled.