1) We pack our products with a lot of care and love so that it reaches our customers safely. In the unlikely event that your merchandise arrives damaged/defective, please send us a photo of the  product, packaging, and outer box within 24 hours of receiving your order. We will resolve this immediately for you.

2) As lovely as our products may be, we understand that sometimes they do not suit your needs or expectations. For such instances, we do provide returns as a service. We accept returns only up to 2 days post delivery of the order. We would request you to clearly mention the items you wish to return. In case you are partially returning an order, please hand over only the partial order to the pickup agent.  Due to hygiene and safety reasons, opened or used personal care products are not eligible for return.

a) The return will be processed without any charge. We will pick up the product(s) from your doorstep and once it is picked up from your doorstep and reaches us, we shall initiate a refund to the account details submitted by you. Shipping charges (if applicable) are non-refundable.
b) We reserve the right to deny a return or to charge for the return if multiple returns have been initiated from the same account.

3) We would require the returned items to have their original packing. The merchandise must be unused and in the same condition that you received it. We would also require all original papers to be returned with the product.

4) In rare cases, it is possible that the pin code might be unserviceable by our courier partners for returns. In such cases, the reverse pickup can only be done once the pin code becomes serviceable again.

5) We ship several parcels a day and a missing products or theft in transit is extremely rare. In case you feel your parcel has been tampered with, please reach out to the brand team on email/WhatsApp as soon as possible and take a video before opening your box. In case you receive an SMS stating the order has been delivered and you have in fact not received the parcel, please reach out to the our team within 24 hours of receiving the successful delivery email/SMS.    

6) Rustic Roots uses 3rd party courier services and is not liable for delays in shipping. We share approximate number of days required for delivery. We also extend the best support possible to ensure that the products reach customers as soon as possible. For any time-sensitive orders, please reach out to customer team to find out more.  

7) Orders cannot be cancelled/altered after 4 hours of placing the order. Once an order is packed/shipped, it cannot be cancelled.

8) We aim to process all returns within 10 days. If you have any questions about your return, feel free to reach out to the Care team at contact@rusticroots.store or on WhatsApp at +91-7348974536.

9) Return requests must be approved before processing. The care team must receive and approve your return request by email or text or WhatsApp. Once your request is received, it may take 48 hours for the team to get back with or without an approval.

10) Orders placed online cannot be returned at physical offline store.

11) Once returns are received by us and clear our quality checks, you will receive your refund within 48 hours.

12) We aim to process all disputes very amicably. This is because we want the best for your skin, hair, and personal care. In case there are any disputes which are not resolved despite our best efforts, the jurisdiction for the disputes shall be Bangalore, India.       

13) For our products which are artisanal and hand-made, there might be slight differences in texture and color . These natural aberrations are not considered a defect. We would urge our lovely customers to consider that for such products, the artisans are making each piece individually – the variations add uniqueness to each product.     

14) For bulk orders or customized orders, the above policy does not apply. Returns will be discussed on a case by case basis for such orders.

All returns and quality checks are subject to the discretion of Rustic Roots but rest assured, we want the Best for you!

For any other questions or clarifications, please reach out to our Care team at contact@rusticroots.store

If you need to initiate a return/exchange, click here for assistance.