Refund policy

Return, Refund, Cancellation & Shipping Policy

Effective Date: December 2, 2025

At Fresh Roots Naturals, we are committed to delivering the freshest, single-origin spices rooted in our farming heritage. As a registered food-based startup, we strictly adhere to FSSAI (Food Safety and Standards Authority of India) regulations and the Consumer Protection (E-Commerce) Rules.

Please read our policies carefully before placing an order.

💳 1. Payment Policy (Prepaid Only)

To ensure the highest standards of freshness and operational efficiency, Fresh Roots Naturals operates on a 100% Prepaid Model.

  • Accepted Methods: We accept all major Credit/Debit Cards, UPI, Net Banking, and Wallets via our secure payment gateway.

  • No Cash on Delivery (COD): We do not offer Cash on Delivery services. This ensures that every order is genuine and allows us to focus on premium, timely fulfillment for our committed customers.

🚫 2. Cancellation Policy (Strict 2-Hour Window)

 

We prioritize speed to ensure freshness. Our packing process begins almost immediately.

  • How to Cancel:
    1. Preferred Method: Log in to your account, go to My Orders, and click the "Cancel Order" button. This is instant.

    2. Backup Method: If you checked out as a Guest, email support@freshrootsnaturals.com immediately with the subject "CANCEL [Order ID]".

  • The "Time-Stamp" Rule:

    • The 2-hour window is calculated from the Time of Order Placement recorded in our system.

    • For email requests, the Email Timestamp will be considered the proof of cancellation time, not the time our support team reads it.

  • Deadline: The "Cancel" button and email acceptance will automatically expire 2 hours after the order is placed.

  • Refunds: Successful cancellations are refunded to the original payment mode within 5–7 business days.

📦 3. Return & Refund Policy (Food Safety Standards)

 

Due to the perishable nature of spices and strict hygiene standards, we do not accept returns for "change of mind," "taste preference," or "wrong selection" once the order has been dispatched.

We only provide a FREE REPLACEMENT (or Refund if out of stock) in these 3 specific cases:

  1. Damaged Product: The bottle, jar, or pouch is physically broken or leaking upon delivery.

  2. Missing Item: An item listed on the invoice is missing from the delivered package.

  3. Spoilage: The product is found to be spoiled or fungal-infected upon opening.

  • Note: Slight variations in color, texture, or natural aroma are characteristic of chemical-free, farm-fresh spices and are not considered defects.

📹 4. Mandatory "Unboxing Video" Rule

To be eligible for a replacement or refund for damage/missing items, you MUST provide a continuous, unedited Unboxing Video.

  • Requirement: The video must clearly show the shipping label and the sealed package being opened for the first time.

  • Policy: No Unboxing Video = No Claim.

  • Why? This policy is strictly enforced to protect our startup from fraudulent claims and to hold courier partners accountable.

🚚 5. Shipping & Delivery Policy

  • Dispatch Time: Orders are usually dispatched within 24–48 hours of confirmation.

  • Third-Party Liability: While we partner with reputed logistics providers, Fresh Roots Naturals is not liable for delays caused by weather, strikes, or courier operational issues.

  • RTO (Return to Origin) & Refusal: If a customer refuses to accept a valid, undamaged package at the doorstep, or if the package is returned due to an incorrect address provided by the customer, no refund will be provided, as shipping and packaging costs have already been incurred.

🌿 6. Product Freshness & Shelf Life

  • Valid Expiry Dates: We ensure that all products shipped have a valid "Best Before" date with substantial shelf life remaining for consumption. We do not ship expired products.

  • Labeling: The "Date of Manufacture" and "Best Before" dates are clearly printed on every package as per FSSAI norms.

  • Storage Responsibility: Shelf life is valid only under proper storage conditions (cool, dry, airtight). We are not responsible for spoilage caused by improper storage after the package is opened.

⚖️ 7. Governing Law & Jurisdiction

These terms shall be governed by the laws of India.

  • Exclusive Jurisdiction: Any dispute, claim, or controversy arising out of or relating to your use of this website or products shall be subject to the exclusive jurisdiction of the Kottayam, Kerala.

  • By placing an order, you explicitly agree to this jurisdiction clause.

🔒 Privacy Consent (Compliance Check)

  • Data Usage: We collect your name, phone number, and address solely for order delivery. We do not sell your data.

  • Consent: By clicking "Pay Now," you consent to the processing of your data for order fulfillment in accordance with the Digital Personal Data Protection Act, 2023.