Return, Exchange & Refund Policy
The Good Root
A Brand of Propatom Pvt. Ltd.
Effective Date: 23 October 2026
Last Updated: 23 October 2026
1. Introduction
At The Good Root, customer satisfaction, product freshness, and food safety are important to us. We take reasonable care to ensure that our products reach customers in good condition and meet applicable quality standards.
As our products fall under the category of packaged consumable food items, returns and exchanges are subject to specific conditions for hygiene, safety, and quality assurance.
This Return, Exchange & Refund Policy explains the circumstances under which a product may be returned or exchanged, the verification process, and the applicable refund procedures.
2. General Return & Exchange Policy
Due to the consumable nature of our products, we do not accept returns or exchanges for products that have been opened, consumed, or partially used, except where there is a genuine product quality issue, defect, or other circumstance requiring a remedy under applicable law.
Returns or exchanges are generally not accepted for:
Products that have been opened without any quality-related concern.
Products purchased by mistake or due to a change of preference.
Products that are not liked because of personal taste or flavour preferences.
Products damaged due to improper storage or handling after delivery.
Products that have been substantially consumed without sufficient evidence of a product-related defect.
Products purchased from unauthorised sellers where the purchase cannot be verified, subject to applicable consumer rights.
However, if a product is found to be defective, spoiled, expired, or otherwise unsuitable for consumption due to a genuine quality concern, the customer may request a return, replacement, or refund.
3. Eligible Reasons for Return or Exchange
We may accept return or exchange requests in the following circumstances:
a) Expired Product
If a customer receives a product that has already crossed its expiry or best-before date at the time of delivery.
b) Unusual Smell or Spoilage
If the product has an abnormal, unpleasant, or foul smell, or shows signs of spoilage despite being stored and handled according to the instructions.
c) Product Quality Issues
If the product has a genuine quality defect, such as contamination, unusual deterioration, or other conditions that make it unsuitable for consumption.
d) Damaged or Tampered Packaging
If the product is delivered with damaged, torn, leaking, or visibly tampered packaging that may compromise its quality or safety.
e) Incorrect Product Delivered
If the customer receives a different product or flavour from the one confirmed in the order.
f) Other Genuine Product Defects
Any other manufacturing, packaging, or product-related defect verified by our quality assurance team, or for which a remedy is required under applicable law.
Important: If you suspect a product is spoiled, contaminated, or otherwise unsafe, please stop consuming it immediately and contact our customer support team.
4. Return Request Procedure
If you experience an issue with a product purchased from our website, please contact our customer support team, preferably within 48 hours of delivery for visible delivery-related issues and as soon as reasonably possible after discovering a product quality concern.
To raise a request, please share:
Order ID or purchase reference number.
Customer name and registered contact number.
Product name and flavour.
Description of the issue.
Clear photographs or videos of the product and packaging, where possible.
Batch number, manufacturing date, and expiry or best-before date, where available.
Customer Support Email: hello@thegoodroot.in
Customer Support Number: +91 7065846010
Our team will review the information and guide you through the next steps.
The suggested reporting timeline helps us investigate issues promptly and does not override any rights or remedies available under applicable law.
5. Product Return to Our Warehouse
For eligible return requests, customers may be required to send the affected product to our designated warehouse for physical inspection and quality verification.
Once the request has been reviewed, our support team will communicate the applicable return instructions and warehouse address.
Return Warehouse Address: [Complete Warehouse Return Address to Be Added]
Customers should not dispatch products without first contacting our support team and receiving return instructions.
Where the return relates to a verified product defect, incorrect item, or an issue attributable to The Good Root, reasonable return shipping arrangements or reimbursement will be provided in accordance with applicable law.
Customers are requested to retain the original packaging, batch details, and remaining product wherever reasonably possible to assist with verification.
6. Quality Verification Process
Once the returned product is received at our warehouse, it will undergo an inspection by our designated quality assurance team.
The verification process may include:
Checking the product's batch number and manufacturing details.
Reviewing the expiry or best-before date.
Examining the packaging condition.
Evaluating the reported quality issue.
Assessing signs of spoilage, contamination, or manufacturing defects.
Reviewing the customer's complaint and supporting information.
We aim to complete the verification process within 5–7 business days after receiving the returned product, although certain cases may require additional investigation.
The customer will be informed of the outcome of the assessment.
A refund or exchange will be approved where the reported issue is established or where a remedy is otherwise required under applicable law.
Physical verification will not be used to deny a valid consumer claim where the defect can reasonably be established through other available evidence.
7. Refund Policy
Once an eligible return has been received and the reported issue has been verified, we will initiate the applicable refund process.
For approved refunds:
Refunds will ordinarily be initiated within 5–7 business days after approval.
Refunds will generally be processed to the original payment method.
The time required for the refunded amount to reflect in the customer's account may depend on the bank or payment service provider.
Where the original payment method is unavailable, an alternative lawful refund method may be arranged with the customer's agreement.
Any applicable delivery or return charges will be handled in accordance with the circumstances of the complaint and applicable consumer protection laws.
Customers will be informed once their refund has been initiated.
8. Exchange or Replacement Policy
In cases where a product is verified as defective, spoiled, expired, damaged, or incorrectly delivered, an exchange or replacement may be offered, depending on product availability and the customer's applicable rights.
If the same product or flavour is unavailable, we may offer an alternative product with the customer's agreement or process an appropriate refund.
Replacement products will be dispatched after the complaint is approved and the necessary arrangements have been completed.
Customers will not be required to accept an alternative product where they are legally entitled to a refund.
9. Non-Returnable Situations
Subject to applicable consumer protection laws, we generally do not accept return or exchange requests in the following circumstances:
A product has been opened and there is no genuine quality-related concern.
The customer changes their mind after receiving the order.
The customer dislikes the flavour, taste, or texture despite the product meeting its stated specifications.
The product has been improperly stored or mishandled after delivery.
The product has deteriorated due to circumstances attributable to the customer.
The customer requests a return without a valid reason under this policy or applicable law.
The Good Root reserves the right to investigate potentially fraudulent or misleading claims while ensuring that genuine customer concerns are addressed fairly.
10. Orders with Multiple Products
If an order contains multiple products and only one product is defective or otherwise eligible for return, the refund or exchange will ordinarily apply to the affected product.
Other products in the order that are in satisfactory condition will generally not be eligible for return solely because another item was defective.
Where the nature of the defect affects the entire order, or applicable law requires a broader remedy, the request will be handled accordingly.
11. Products Purchased Through Third-Party Platforms
If The Good Root products are purchased through third-party marketplaces, retail stores, or other authorised sellers, customers may initially contact the respective seller or platform for return or refund assistance.
However, genuine product quality and safety concerns may also be reported directly to The Good Root.
We will review such complaints and provide appropriate assistance in accordance with applicable laws and our responsibilities as the brand owner.
12. Cancellation Before Dispatch
Customers may request cancellation of an order before it has been dispatched by contacting our customer support team.
Cancellation requests will be considered based on the order's processing and dispatch status.
If a prepaid order is successfully cancelled before dispatch, the refund will be initiated through the applicable payment method.
Once an order has been dispatched, cancellation or return requests will be handled in accordance with the relevant shipping, return, and refund conditions and applicable law.
13. Consumer Rights
Nothing in this policy is intended to restrict or exclude any rights or remedies available to customers under the Consumer Protection Act, 2019, applicable e-commerce rules, food safety regulations, or other applicable Indian laws.
Where a product is defective, unsafe, incorrectly supplied, or otherwise gives rise to a statutory remedy, the customer's legal rights will take precedence over any conflicting provision of this policy.
14. Changes to This Policy
The Good Root reserves the right to update or revise this Return, Exchange & Refund Policy periodically to reflect changes in business operations, product offerings, logistics processes, or applicable legal requirements.
Any updates will be published on our website along with the revised date.
Changes will not retrospectively remove rights or remedies that customers have already acquired under applicable law.
15. Contact Us
For return requests, product quality complaints, exchanges, refunds, or any related assistance, please contact:
The Good Root
A Brand of Propatom Pvt. Ltd.
Email: hello@thegoodroot.in
Phone: +91 7065846010
Registered Office: Propatom Pvt. Ltd., Ghaziabad, Uttar Pradesh – 201013, India
Website: www.thegoodroot.in
Our customer support team will assist you with the return verification and refund process.
© 2026 The Good Root. A Brand of Propatom Pvt. Ltd. All Rights Reserved.