REPLACEMENT & RETURN POLICY

At D Roots Wellness, all products supplied are cosmetic goods, cosmetic raw materials, soap bases, bathing bars, and related personal-care products. Due to the nature of these products, we follow a strict replacement and return policy to maintain product safety, hygiene, quality, and regulatory compliance.

1. NO RETURN OR REPLACEMENT AFTER OPENING

Once a product, carton, container, packet, drum, or packaging has been opened, unsealed, tampered with, used, processed, mixed, repacked, or otherwise handled, it will not be eligible for return or replacement under any circumstances.

This policy applies even if the customer subsequently reports a quality, performance, colour, fragrance, texture, or other product-related issue.

Customers are therefore requested to inspect the external packaging and verify the product before opening or using it.

2. REPLACEMENT FOR DAMAGED GOODS

If the goods are received in a visibly damaged condition, the customer must:

• Inform D Roots Wellness immediately upon receipt.

• Provide clear photographs and/or videos of the damaged outer packaging and product.

• Provide the invoice/order details and shipment information.

• Keep the original packaging and damaged goods available for inspection.

Any claim without sufficient photographic/video evidence may be rejected.

Damage caused after delivery due to improper storage, handling, transportation after receipt, exposure to heat/moisture, contamination, or any other customer-related handling will not qualify for replacement.

3. QUALITY-RELATED COMPLAINTS

For genuine quality-related complaints, the customer must notify D Roots Wellness before opening or using the product, wherever reasonably possible.

The company may request samples, photographs, videos, batch details, or other information for technical evaluation.

D Roots Wellness reserves the right to conduct an internal quality assessment before approving any replacement.

A replacement will not be automatically issued merely because a complaint has been raised.

4. FREIGHT / TRANSPORTATION CHARGES

Where a replacement is approved by D Roots Wellness, the freight, transportation, courier, or shipping charges for sending the replacement may be borne by the consignee/customer, depending on the nature and circumstances of the claim.

In cases where the issue is determined to have occurred due to customer handling, storage, transportation, incorrect usage, or any other reason attributable to the consignee/customer, all replacement and freight charges shall be borne by the consignee/customer.

Where the issue is confirmed to be attributable to D Roots Wellness, the company may, at its discretion, bear the applicable replacement freight charges.

5. WRONG PRODUCT / WRONG QUANTITY

If a wrong product or incorrect quantity is supplied due to an error attributable to D Roots Wellness, the customer must report the issue immediately after delivery and provide appropriate evidence.

If the product has been opened, used, mixed, processed, repacked, or altered, the replacement request may be rejected.

6. NO REPLACEMENT FOR CHANGE OF MIND

Replacement or return requests will not be accepted for reasons including, but not limited to:

• Change of mind

• Product no longer required

• Customer ordered the wrong product

• Customer ordered the wrong quantity

• Preference regarding colour, fragrance, texture, appearance, or performance

• Product not meeting the customer's expected result where the supplied product conforms to the agreed specifications

• Improper handling or storage

• Improper manufacturing or processing by the customer

7. STORAGE AND HANDLING

The customer is responsible for storing and handling products according to the applicable product specifications and recommended storage conditions after delivery.

D Roots Wellness shall not be responsible for deterioration, contamination, change in appearance, fragrance, texture, performance, or other changes resulting from improper storage or handling after delivery.

8. INSPECTION & FINAL DECISION

All replacement requests are subject to verification and approval by D Roots Wellness.

The company reserves the right to inspect the product, packaging, batch information, photographs, videos, samples, and other relevant evidence before making a final decision.

The decision of D Roots Wellness regarding the eligibility and approval of a replacement shall be final, subject to applicable law.

9. IMPORTANT NOTICE

PLEASE CHECK YOUR ORDER, PRODUCT, PACKAGING, QUANTITY, AND CONDITION BEFORE OPENING OR USING THE PRODUCT.

ONCE A COSMETIC PRODUCT OR COSMETIC RAW MATERIAL HAS BEEN OPENED, UNSEALED, USED, TAMPERED WITH, OR PROCESSED, IT CANNOT BE RETURNED OR REPLACED.

By accepting delivery of the goods, the customer acknowledges and agrees to the above Replacement & Return Policy.

Contact for Replacement Claims

For any eligible replacement claim, please contact our customer service team with:

• Order/Invoice Number

• Product Name

• Batch/Lot Number

• Date of Delivery

• Photographs/Videos of the product and packaging

• Description of the issue

Claims submitted without the required information may result in delays or rejection of the replacement request.