Refund policy

30-day trial and return window

You have 30 days after receiving your Rootica order to request a return.

We want you to be able to try the product. An opened bottle can be returned when no more than 20% of the oil has been used. An unopened item should be in its original condition and packaging.

How to request a return

Email sales@rootica.pk or contact us on WhatsApp at +92 300 5535606. Include your order number, customer name, phone number and reason for the return. Please wait for approval and return instructions before sending the parcel.

Approved returns must be sent to: AA662, New Delhi Dawakhana Plaza, Bagh Sardaran Road, Rawalpindi, Pakistan.

Returns that are not eligible

  • More than 20% of the product has been used.
  • The bottle is damaged, tampered with or missing for reasons other than normal opening and trial.
  • The request is made more than 30 days after delivery.
  • The item was bought from an unauthorized seller.
  • The parcel is sent back without approval from Rootica.
  • Gift cards cannot be returned.

Damaged, defective or wrong item

Inspect the parcel when it arrives and contact us as soon as possible if it is damaged, defective or not the item you ordered. Send clear photos and, if available, an unboxing video so we can review the issue. If Rootica or the courier is responsible, Rootica will arrange a replacement or cover the approved return cost.

Return delivery charges

If the product is not right for you or you change your mind, you pay the return courier cost. The original delivery charge is not refundable. If Rootica sent the wrong item or the item arrived damaged or defective, Rootica will cover the approved return or replacement cost.

Refunds for Cash on Delivery orders

After we receive and inspect the approved return, we will tell you whether the refund has been approved. Because Cash on Delivery has no original electronic payment method, an approved COD refund will be sent by bank transfer, JazzCash or Easypaisa using the details you provide. Approved refunds are normally sent within 48 hours of approval.

The refund covers the product amount paid, less any non-refundable original delivery charge and any customer-paid return courier cost. If more than 48 hours have passed after approval, contact sales@rootica.pk.

Exchanges

Contact us before returning an item. When an exchange is approved, our team will explain the available replacement and delivery options.

Product safety

Stop using the oil if irritation occurs. A return or refund does not replace medical advice; consult a qualified healthcare professional for persistent scalp or hair concerns.