At Pure Roots Herbals, we want you to love the way our products make you feel. Since we deal in herbal skin, body, and hair care products that are opened and used directly on the body, we follow a limited exchange and returns policy — mainly to protect the hygiene and safety of every customer who shops with us. Please read through the details below before placing your order.
Our Policy at a Glance
Because of the personal-care nature of our products, we do not accept returns or exchanges simply because you changed your mind or no longer want an item. We do, however, stand behind the quality of what we ship, and we'll always make it right if something arrives damaged, defective, or incorrect.
When You Can Request an Exchange or Return
We accept exchange or return requests only in the following cases:
- Damaged product — your order arrived broken, leaking, or damaged in transit
- Defective product — the item has a manufacturing fault
- Wrong product delivered — you received an item different from what you ordered
- Missing item — something from your order wasn't included in the package
If your order falls into any of these categories, we're happy to help with a replacement, exchange, or refund, depending on the situation.
How to Raise a Request
- Reach out within 48 hours of delivery. Email us at ccare@purerootsherbals.com or call us at +91-9999992016 with your order number and a description of the issue.
- Share photos or a short video. For damaged, defective, or incorrect items, please attach clear images of the product, the packaging, and the shipping label. This helps us verify the issue quickly and process your request without back-and-forth delays.
- Wait for confirmation. Our team will review your request and get back to you within 2–3 business days with the next steps.
- Return the product, if required. For approved requests, we'll arrange a reverse pickup or share instructions on how to send the item back to us.
Conditions for a Valid Claim
To keep the process fair and smooth for everyone, please make sure:
- The request is raised within 48 hours of receiving your order
- The product is unused, unopened, and in its original packaging (this doesn't apply if the item arrived damaged or defective)
- All original tags, seals, and invoices are intact
- The issue is genuinely due to damage, defect, or an error on our part — not a change of preference
Requests that don't meet these conditions may not be eligible for exchange or return.
Refunds
Once we receive and inspect the returned product (where applicable), we'll process your refund to the original payment method within 7–10 business days. For prepaid orders, refunds are credited directly to your bank account or card. Please note that shipping charges, where applicable, are non-refundable unless the return is a result of our error.
What's Not Covered
- Products damaged due to misuse, improper storage, or mishandling after delivery
- Products that have been used, opened, or altered in any way (except in cases of verified defects)
- Requests raised after the 48-hour window
- Free gifts, samples, or items received as part of promotional offers
Need Help?
We know skincare and haircare are personal, and we're here to sort things out if something's gone wrong. Get in touch and our team will guide you through it.
Email: ccare@purerootsherbals.com Phone: +91-9999992016 Working Hours:
Monday–Friday, 11:00 AM to 5:30 PM
Ganpati Herbal Care Pvt Ltd Khasra No. 51/1, 51/10, Village Bakoli, Alipur, Main G.T. Karnal Road, Delhi – 110036
