Returns are accepted only if the product is damaged during transit, has a manufacturing or physical defect, or if an incorrect product has been shipped.
To initiate a return or replacement, you must inform us within 48 hours of receiving the product by writing to aaurealroots@gmail.com.
An email must include clear images and an unboxing video of the damaged, leaked, spilled, missing, or incorrect product. The video must clearly show the unboxing process along with the outer packaging and mono-carton.
Returns will not be accepted if:
- The product has been used
- The seal has been broken
- The serial number has been tampered with
Once the returned product is received, it will undergo inspection. If approved, a replacement or refund will be processed. If the claim is found ineligible, the product will be shipped back to you.
If you made an online payment, the refund will be credited to the original payment source within 7 working days of approval.
For Cash on Delivery (COD) orders, refunds will be processed to your bank account within 14 working days of approval.
In case of spillage or container breakage, the product will be replaced.
However, minor physical damage such as dents or scratches does not qualify for a return or refund.
AAUREAL ROOTS is not responsible for individual allergic reactions. Each product page lists ingredients clearly. Customers with known sensitivities should avoid use. Always perform a patch test before use. If irritation occurs, discontinue immediately and consult a physician.
For any product-related queries before ordering, you are advised to contact us via Instagram @aaurealroots or email.
Cancellation Policy
Orders cannot be cancelled once placed and processed.
Only COD orders may be cancelled at the time of order verification call or message.
Requests for changes in address or contact details must be emailed to aaurealroots@gmail.com within 12 hours of placing the order or before the order is shipped, whichever is earlier. Once shipped, changes cannot be accommodated.
Return and Replacement Process
Products are eligible for return or replacement only if:
- They were damaged during transit or delivery
- They are returned in original condition, including packaging, invoice, and accessories
To proceed, you must email us from your registered email ID with:
- Invoice number
- Clear images and unboxing video showing damage, leakage, spillage, missing items, wrong product, or weight issues
- Images of outer packaging and mono-carton
Upon receiving the details, allow up to 5 working days for investigation. If approved, we will notify you.
Approved exchange products must be returned in the same condition and packaging unless the container was visibly damaged during transit. Once received at our warehouse, the product will undergo a quality and weight check.
Replacements or exchanges are processed within 48–72 hours after verification, and new tracking details will be shared via email.
Your satisfaction matters, and while we believe you will love our products, we encourage you to reach out if you face any issues. We will work with you to resolve them fairly and transparently.