CANCELLATION, RETURN & REFUND POLICY

ROOTS Canada

Effective Date: 03 Apr 2026

Last Updated: 03 Apr 2026

1. Introduction

At ROOTS Canada, we strive to provide premium-quality professional haircare products and an exceptional shopping experience.

This Cancellation, Return & Refund Policy explains the terms governing cancellations, returns, replacements, exchanges, and refunds for purchases made through ROOTS Canada's official website.

By placing an order on our website, you acknowledge that you have read and agree to this Policy.

This Policy should be read together with our:

Terms & Conditions
Shipping & Delivery Policy
Privacy Policy

2. Order Cancellation

Customer Cancellation

Customers may request cancellation of an order only before it has been dispatched from our warehouse.

Once an order has been packed for dispatch or handed over to our courier partner, it cannot be cancelled.

To request cancellation, please contact our Customer Support with:

Order Number
Registered Mobile Number
Registered Email Address

Cancellation requests are processed on a best-effort basis. During high-order volumes, an order may already be in the dispatch process before a cancellation request is received.

Cancellation by ROOTS Canada

ROOTS Canada reserves the right to cancel any order, in whole or in part, without prior notice, including but not limited to the following circumstances:

Product is out of stock.
Pricing or listing errors.
Payment authorization failure.
Suspected fraudulent activity.
Violation of our Terms & Conditions.
Incorrect or incomplete delivery information.
Orders placed for unauthorized resale.
Orders identified as high-risk by fraud detection systems.
Circumstances beyond our reasonable control.

Where ROOTS Canada cancels a prepaid order, the amount paid will be refunded to the original payment method.

3. Cancellation Refunds

For prepaid orders cancelled before dispatch:

Refunds are generally initiated within 2 business days after cancellation approval.
The time taken for the amount to reflect depends on your bank or payment provider.

For Cash on Delivery (COD) orders cancelled before dispatch:

No refund is applicable as no payment has been collected.

4. Return Eligibility

To maintain product quality, safety, and hygiene, ROOTS Canada accepts returns only in limited circumstances.

A return request may be approved only if:

You received a damaged product.
You received a defective product.
You received the wrong product.
Your order was incomplete due to our packing error.

Return requests must be submitted within 48 hours of delivery.

5. Products Not Eligible for Return

Unless required by applicable law, returns will not be accepted for:

Opened products.
Used products.
Products with broken or tampered seals.
Products without original packaging.
Products damaged after delivery.
Products purchased from unauthorized sellers.
Products returned after 48 hours of delivery.
Free gifts, promotional items, or complimentary samples.
Gift cards or digital vouchers.
Products purchased during clearance sales marked as "Final Sale" (except where received damaged or defective).

Due to hygiene reasons, cosmetic and personal care products cannot be accepted once opened unless they are defective or incorrectly supplied.

6. Return Request Process

To request a return, customers should contact our Customer Support and provide:

Order Number
Product Name
Reason for Return
Clear photographs of the product
Photographs of the outer packaging
An unboxing video for claims involving damaged, leaking, missing, or incorrect products

Providing an unboxing video significantly helps us investigate claims. While we may request additional evidence where reasonably necessary, each claim will be assessed on its own merits.

ROOTS Canada reserves the right to request further information before approving a return.

7. Quality Inspection

All returned products are inspected upon receipt.

A return may be rejected if:

The product has been used.
The product has been intentionally damaged.
Original packaging is missing.
The product differs from what was supplied.
The reported issue cannot be verified after inspection.

If a return is rejected, the product may be shipped back to the customer.

The inspection decision made by ROOTS Canada will be based on the available evidence and product condition.

8. Reverse Pickup

Where a return is approved, ROOTS Canada will arrange a reverse pickup whenever service is available.

If reverse pickup is unavailable for your location, you may be requested to ship the product using an approved courier.

Where the return is approved due to our error (such as a damaged, defective, or incorrect product), reasonable return shipping costs may be reimbursed upon submission of a valid courier receipt.

9. Replacement Policy

Where applicable, ROOTS Canada may offer a replacement instead of a refund.

Replacement eligibility depends on:

Product availability
Nature of the issue
Verification of the claim

If a replacement product is unavailable, ROOTS Canada may issue a refund in accordance with this Policy.

10. Refund Policy

Refunds are issued only after:

Return approval (where applicable).
Successful quality inspection of the returned product.
Internal verification of the claim.

Refunds will be processed using the original payment method wherever possible.

Estimated Refund Timelines

Payment Method	Estimated Timeline*
Credit / Debit Card	5–10 Business Days
UPI	3–7 Business Days
Net Banking	5–10 Business Days
Digital Wallet	As per provider timelines
Cash on Delivery	Bank Transfer or UPI after verification (typically 7–15 business days)

*These are estimated processing timelines. Actual credit times depend on your bank or payment service provider.

ROOTS Canada is not responsible for delays caused by banks, payment gateways, or financial institutions after the refund has been initiated.

11. Shipping Charges

Shipping charges are generally non-refundable.

However, shipping charges may be refunded where:

ROOTS Canada shipped the wrong product.
The delivered product was damaged in transit.
The order was cancelled by ROOTS Canada after payment.
A return is approved due to our error.

12. Lost Shipments

If your shipment has not been delivered within a reasonable time after the estimated delivery date, please contact our Customer Support.

ROOTS Canada will coordinate with the logistics partner to investigate the shipment.

If the shipment is confirmed as lost in transit, ROOTS Canada may, at its discretion:

Dispatch a replacement product (subject to availability), or
Issue a full refund.

13. Fraud Prevention

To protect both customers and ROOTS Canada, we reserve the right to refuse or reject any return or refund request that appears to involve:

False claims
Repeated abuse of the return policy
Tampered products
Fraudulent payment activity
Product substitution
Misrepresentation
Chargeback abuse

Where fraud is reasonably suspected, ROOTS Canada may suspend the customer account, reject future orders, or take other appropriate action in accordance with applicable law.

14. Chargebacks

Customers are encouraged to contact ROOTS Canada before initiating a payment dispute or chargeback with their bank or card issuer.

If a chargeback is initiated while a refund or return request is already being processed, ROOTS Canada may suspend the internal refund process until the payment dispute has been resolved.

15. Force Majeure

ROOTS Canada shall not be responsible for delays in cancellations, returns, replacements, or refunds resulting from circumstances beyond our reasonable control, including natural disasters, strikes, government restrictions, transportation disruptions, cyber incidents, or other force majeure events.

16. Changes to this Policy

ROOTS Canada reserves the right to update or revise this Policy at any time.

Any revised version will be published on our website with an updated "Last Updated" date.

Continued use of the website after changes constitutes acceptance of the revised Policy.

17. Contact Us

For assistance regarding cancellations, returns, or refunds, please contact: