At Root and Craft, every gift is selected, assembled and packed with care. We want your order to reach you in perfect condition and exactly as expected.
Root and Craft gift boxes and curated gift packages are generally non-returnable and non-exchangeable once delivered.
A return, replacement or refund may be considered if:
Our gift boxes are prepared specifically for gifting. Products may be selected, arranged, packed, ribboned, personalised or combined according to the chosen gift package or customer requirement. Once a gift box has been prepared and delivered, it may not be possible for us to resell it as a new gift package.
For this reason, we cannot accept returns or exchanges simply because:
We therefore recommend reviewing the product details, gift-box contents and customisation information carefully before placing your order.
If a product arrives damaged or appears to have a manufacturing defect, please contact us within 48 hours of delivery. To help us resolve the issue quickly, please provide:
If you receive a product or gift box different from what you ordered, please contact us within 48 hours of delivery. Please provide photographs of the products received along with your order number.
Once verified, we will work with you to correct the order at no additional product or shipping cost to you.
If an item listed as part of your gift box is missing when you receive the package, please contact us within 48 hours of delivery. Please share your order number along with photographs of:
After verification, we may arrange shipment of the missing product or provide another appropriate resolution. You will generally not need to return the complete gift box simply because one product is missing.
Our gift boxes contain carefully selected combinations of products designed and packaged as a complete gifting experience. Completed gift boxes are therefore generally non-returnable and non-exchangeable.
However, if an individual product inside a gift box arrives damaged, defective or incorrect, you do not necessarily need to return the entire gift box. Depending on the issue, we may replace the affected product or provide another suitable resolution.
If the entire gift box has been incorrectly supplied or significantly damaged in transit, our team will advise you on the appropriate replacement or refund process.
Products customised specifically for you are not eligible for return or exchange unless they are damaged, defective or incorrectly customised due to an error on our part. This includes products with:
Corporate, bulk and customised orders are produced or prepared according to confirmed quantities, product selections, branding and packaging requirements. For this reason, bulk and corporate orders cannot generally be returned or exchanged after approval and production simply because of a change of mind.
Before production, customers may be asked to approve relevant specifications such as:
Once an approved order enters procurement, production, printing, engraving, personalisation or packaging, cancellation or changes may not be possible.
If a corporate or bulk order arrives with verified manufacturing defects, transit damage, missing quantities or does not materially match the approved specifications, please contact our team promptly.
For corporate and bulk orders, any specific terms stated in the quotation, proforma invoice, purchase order acceptance or written order confirmation may also apply.
Many Root and Craft products are made using natural materials such as bamboo, cork and wood. Natural materials are not completely uniform. As a result, individual products may have slight differences in:
For hygiene and safety reasons, personal-care products cannot be returned or exchanged once opened or used unless they arrive damaged, defective or incorrect. This may include products such as:
Please inspect these products before use.
Used or burned candles cannot be returned or exchanged unless there is a verified product defect. Minor variations in wax appearance, fragrance intensity, colour or finish may naturally occur and are not necessarily considered defects.
If a candle arrives broken, damaged or incorrect, please contact us within 48 hours of delivery with photographs.
Where an eligible individual product is purchased separately and is not personalised, customised, used, opened for hygiene-sensitive use, or part of a curated gift box, a return request may be considered within 7 days of delivery.
The product must:
Email us at support@rootandcraft.com and provide your order number, name, issue description and relevant photographs. For damaged, defective, missing or incorrect orders, please contact us within 48 hours of delivery.
Our team will review the information and photographs provided. We may contact you if additional information is required.
Once the issue has been verified, we will inform you of the appropriate resolution. Depending on the situation, this may include a replacement, exchange, partial refund or full refund.
Not every issue requires the product to be returned. If a return is required, our team will provide you with return instructions. Please do not send products back before receiving confirmation from us.
| Reason for Return | Who Pays Shipping |
|---|---|
| Damaged, defective or incorrect product supplied by Root and Craft (verified) | Root and Craft — reasonable return/replacement shipping cost covered |
| Eligible individual product returned for change of mind (approved) | Customer responsibility, communicated before processing |
Any applicable shipping charges will be communicated before the return is processed.
Where a refund has been approved, it will generally be processed to the original payment method used for the purchase.
Once an approved returned product has been received and inspected, where a return is required, we aim to initiate the applicable refund within 5–7 business days.
After we initiate the refund, your bank, UPI provider, card issuer or payment service provider may take additional time to credit the amount to your account.
Where only one product in a multi-product gift box is affected, we may provide an appropriate replacement or partial refund rather than refunding the complete gift box.
For standard orders, cancellation may be requested before the order has been dispatched or entered final preparation. Please contact us as soon as possible if you wish to cancel an order. Once an order has been dispatched, it cannot be cancelled.
Orders involving personalisation, custom gift combinations, printing, engraving or special packaging may begin preparation shortly after confirmation. Once customisation, procurement, production or packaging has started, cancellation may not be possible.
Cancellation of corporate and bulk orders will depend on the stage of procurement, production, branding and packaging. Any advance payment or costs already incurred for custom production, procurement, printing, engraving or packaging may be non-refundable where communicated and agreed as part of the order terms.
Specific cancellation terms mentioned in the applicable quotation or order confirmation will apply to that order.
No. Because our gift boxes are curated, assembled and packaged for gifting, we do not accept returns simply because of a change of mind or personal preference. If something is damaged, defective, missing or incorrect, however, please contact us and we will help resolve the issue.
You generally don't need to return the entire gift box. Send us photographs of the damaged product and your order details. Once verified, we may replace the affected product or provide another appropriate resolution.
Personalised or customised products cannot generally be returned unless they arrive damaged, defective or incorrectly customised due to an error on our part.
Not necessarily. Bamboo, cork and wood are natural materials, so differences in grain, shade, texture and natural markings are expected. Reasonable natural variations are not considered defects.
Contact us within 48 hours with your order number and photographs of the received package. Once verified, we will arrange an appropriate resolution, which may include sending the missing product.
Contact us within 48 hours of delivery with photographs and your order number. If the error is verified, we will arrange an appropriate replacement or other resolution.
Standard orders may be cancelled before dispatch or final preparation, subject to order status. Personalised, customised and bulk orders may not be cancellable once procurement, production, branding or packaging has begun.
Where a refund is approved, Root and Craft generally aims to initiate it within 5–7 business days after the required verification or receipt and inspection of the returned product. Your payment provider may require additional processing time.
If something isn't right with your Root & Craft order, please get in touch with us and we'll help you find the appropriate resolution.
Email: support@rootandcraft.com
Phone: +91 922-016-9399
From corporate gifting to festive hampers — we handcraft every piece with care. Tell us what you need and we'll get back within 24 hours.
