Exchange and Return Policy

Welcome to Rootque, We understand that sometimes things may not go as planned, and we're here to make the exchange and return process as seamless as possible. Please take a moment to familiarize yourself with our policy.

Return/refunds are applicable in following cases.

  1. If you have a size problem or received the wrong item, you can request an exchange within three days of delivery. We'll exchange it for the right size or product at no extra cost, and we'll even handle the pickup.
  2. If the new item costs more, you'll need to pay the difference online. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase..
  3. Refunds are only issued for defective products. If you receive a defective item, email us at support@rootque.com with order details and photos.
  4. Note that colors and designs may slightly vary from what's shown. We won't accept returns or offer refunds for such slight variations.
  5. We won't refund if damage is caused by you, so don't accept a damaged package. We reserve the right to refuse returns/exchanges if the merchandise doesn't qualify.


To start a return, please contact us via Instagram or email us at support@rootque.com with your order number and a clear video of unboxing of the product demonstrating the issue within 3 days of delivery. We will then guide you through the return process. We deduct Rs 100 for reverse pickup due to increased logistics costs. It can be charged online or can be deducted from the refund amount. Refunds come as store coupons for future purchases, provided within 24 hours of approval. 

*Please note that return/refunds are not applicable if you are dissatisfied with the product. We know that is can be frustrating, but would suggest that you carefully go through the product description, size guide and check our Instagram page to know more about the product and make an informed decision before making a purchase.

*provided your PIN Code is serviceable by our logistics partner.

You can always contact us for any return question at support@rootque.com. or DM us at @rootque_official.

Damages and issues
Please inspect your order upon reception and contact us immediately(within 3 days of delivery) with your order number and a clear video of unboxing of the product demonstrating the issue if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted. We want to ensure that our customers are completely satisfied with their purchases, and therefore we facilitate exchanges in the form of a different product/colour/size.

The exchange policy is only applicable within 3 days of the delivery of the product. In such cases, only an exchange will be available for the correct size, and we will not be able to offer a return or refund. Please note that all products must be returned in their original condition with the original tags intact.

If you wish to exchange your t-shirt for a different product/colour/size, please contact us via Instagram or email us at support@rootque.com with your order number and the exchange item you require. We will guide you through the exchange process. We will provide free doorstep pickup services* once your request is approved.

Once we receive the returned product and verify its condition, we will process the exchange immediately.

*provided your PIN Code is serviceable by our logistics partner.

Cancellations
We offer a 24-hour cancellation policy, which means that you can cancel your order within 24 hours of placing it. After 24 hours, the production process begins, and we will not be able to cancel your order.

Please note that we cannot cancel your order if it is already in transit. In such cases, we suggest that you reject the delivery at the doorstep if you don’t wish to keep the product and drop us a text on Instagram or email us at support@rootque.com to claim a refund. Once we receive the returned product, we will process the refund immediately. However, do note that we are a small business and such returns really hurt as we have to manage the reverse logistics and inventory costs for your order. Request you to limit such instances and accept the order once placed.

To cancel your order, please contact us via Instagram or drop an email at support@rootque.com with your order number. Once we receive your cancellation request, we will process the refund immediately, and you will receive an email confirmation once the refund has been processed. It can take upto 15 business days for the refund to reflect in the bank account.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 15 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@rootque.com.