Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your Rootica order to request a return.

To be eligible for a return, an unopened bottle must be in its original condition and packaging. Because we want you to be able to try Rootica, an opened bottle can also be returned if no more than 20% of the oil has been used. You'll need your order number or proof of purchase.

To start a return, contact us on WhatsApp at +92 300 5535606 or email sales@rootica.pk with your order number, name, phone number and the reason for the return. Please wait for our approval and instructions before sending anything. Approved returns must be sent to: AA662, New Delhi Dawakhana Plaza, Bagh Sardaran Road, Rawalpindi, Pakistan.

Parcels sent back without approval from Rootica will not be accepted. You can always contact us on WhatsApp for any return question.

Damaged, leaking, defective or wrong item

Please inspect your order when it arrives and contact us as soon as possible if a bottle arrives damaged, leaking, defective or is not the item you ordered. Send clear photos and, if you have one, an unboxing video so we can review it. If Rootica or the courier is responsible, we will arrange a replacement or cover the approved return cost. The exceptions below do not apply to these cases.

Exceptions / non-returnable items

For change-of-mind returns or when the product is not right for you, we cannot accept:

• A bottle with more than 20% of the oil used.
• A bottle damaged or tampered with after delivery (normal opening to try the oil is fine).
• A request made more than 30 days after delivery.
• An item bought from an unauthorised seller.
• Gift cards.

Return delivery charges

If the product is not right for you or you change your mind, you pay the return courier cost and the original delivery charge is not refunded. If we sent the wrong item, or it arrived damaged or defective, Rootica covers the approved return or replacement cost.

Exchanges

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

Refunds

We will notify you once we've received and inspected your return, and let you know whether the refund is approved. Because Cash on Delivery orders have no card or online payment to refund to, approved refunds are sent by bank transfer, JazzCash or Easypaisa to the details you provide, normally within 48 hours of approval.

The refund covers the product amount you paid, less any non-refundable original delivery charge and any customer-paid return courier cost. If more than 48 hours have passed since your refund was approved, please contact us on WhatsApp or at sales@rootica.pk.

Product safety

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