Refund and Returns Policy
Overview
Thank you for shopping at Roots.lk. We value your satisfaction and strive to provide you with the best online shopping experience possible. If, for any reason, you are not completely satisfied with your purchase, we are here to help.
Returns
We accept returns within 14 days from the date of purchase. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Refunds
Once we receive your return and inspect the item, we will notify you of the status of your refund. If your return is approved, we will initiate a refund to your original method of payment. Please note that the refund amount will exclude any shipping charges incurred during the initial purchase.
Exchanges
If you would like to exchange your item for a different size, color, or style, please contact our customer support team within 7 days of receiving your order. We will provide you with further instructions on how to proceed with the exchange.
Non-Returnable Items
Certain items are non-returnable and non-refundable. These include:
- Gift cards
- Downloadable software products
- Personalized or custom-made items
- Perishable goods
- Damaged or Defective Items
In the unfortunate event that your item arrives damaged or defective, please contact us immediately. We will arrange for a replacement or issue a refund, depending on your preference and product availability.
Return Shipping
Responsibility for Shipping Costs:
- You are responsible for covering the shipping costs for returning your item. However, if the return is due to an error on our part (e.g., incorrect item shipped or item with a defect), we will handle the shipping costs differently as described below.
Returns Due to Our Error:
- If you need to return an item due to our error, please ship the product back using SL Post at your own expense initially. After we receive the returned product, we will refund the postage fees to your bank account within 7 days.
Warranty Claims:
- For warranty claims where the item is not defective upon receipt but later develops a defect, you are responsible for the shipping costs. For example, if the product develops a defect in the 4th month of a 6-month warranty period, you will be required to pay the full shipping cost.
Processing Time
Refunds and exchanges will be processed within 7 business days after we receive your returned item. Please note that it may take additional time for the refund to appear in your account, depending on your payment provider.
Contact Us
If you have any questions or concerns regarding our refund policy, please contact our customer support team. We are here to assist you and ensure your shopping experience with us is enjoyable and hassle-free.