If something is wrong, we fix it
Herbal products are personal, so we cannot take back an opened jar that is perfectly fine. Anything damaged, wrong or faulty, we replace or refund in full.
- Return window
- 7 days From delivery, for unopened and unused products in original packaging.
- Damaged or wrong item
- Tell us in 48 hours Photographs of the parcel and product let us settle it the same day.
- Reverse pickup
- Free Where the courier serves your pincode. Elsewhere, self-ship and we reimburse up to ₹100.
- Refund time
- 5–7 working days To the original payment method, once the return reaches us and checks out.
Cash on delivery orders are refunded by UPI or bank transfer, since there is no card to credit back. We will ask you for those details when the return is approved.
What we take back
The line is simple: anything that is our mistake or the courier's, we sort out. Anything that is a change of mind after the jar is open, we cannot.
Yes, send it back
- Damaged, broken or leaking on arrival
- Wrong product or wrong variant delivered
- Something missing from the order
- Sealed product with a manufacturing fault
- Product close to or past its use-by date on arrival
- Unopened and unused, within 7 days of delivery
No, we can't
- Opened or used products where nothing is wrong with them
- Anything reported more than 7 days after delivery
- Returns without the original packaging or seal
- A reaction we were not told about — write to us first, we will help
- Free gifts and samples
How to start one
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Write to us
Email care@11roots.in with your order number, what is wrong, and photographs if it arrived damaged or looks incorrect.
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Within a day
We reply confirming the return and book a pickup, or send you a self-ship address if the courier does not serve your pincode.
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On arrival
We check the product against what you told us. For a straightforward damage or wrong-item claim, we usually skip this and act on the photographs.
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Then
Your choice of a replacement sent free, or a refund in 5–7 working days. Where the fault was ours, the shipping charge comes back too.
Why we are strict about opened jars
A returned pot of ground herbs cannot be resold, and it cannot safely be reused. Taking one back means throwing it away — so the honest thing is to tell you that up front rather than advertise a free-returns policy we would then argue about.
If a product is not working for you, write to us anyway. Often it is a question of how it is being used or which one you were sold, and that is worth a conversation before it is worth a refund.
Questions before you buy, or after? Write to care@11roots.in and we will reply within one working day. Delivery timings are on our Shipping page.