At GrandRoots, we carefully pack and check every order before dispatch to ensure our products reach you in good condition. Since our products are food and spice products, returns are accepted only in specific situations to maintain product safety and hygiene.
1. Damaged or Incorrect Products
If you receive a product that is:
- Damaged during delivery
- Leaking or improperly sealed
- Missing from your order
- Different from the product you ordered
please contact us within 48 hours of delivery.
Please provide your order number, photographs/videos of the package and product, and a brief description of the issue. This helps us verify the claim and provide a suitable resolution.
2. Wrong or Missing Items
If an incorrect or missing product is confirmed, we may offer:
- A replacement of the affected product, or
- A refund for the affected product, as applicable.
Replacement products will generally be shipped without additional charges where the issue is attributable to GrandRoots.
3. Returns
Due to the nature of food products, opened, used, or partially consumed spice products cannot be returned or exchanged.
Returns will generally not be accepted for:
- Change of mind
- Incorrect product selection by the customer
- Personal taste or preference
- Products that have been opened or used
- Improper storage after delivery
- Orders where an incorrect delivery address was provided by the customer
4. Refunds
If a refund is approved, it will generally be processed to the original payment method.
Once initiated, the time taken for the refund to appear in your account may depend on your bank or payment service provider.
5. Order Cancellation
Orders can be cancelled before dispatch, subject to our Shipping & Cancellation Policy.
Once an order has been dispatched, cancellation may no longer be possible.
6. Product Quality Concerns
If you believe there is a quality issue with a product, please contact us promptly with your order details and relevant photographs. We will review the concern and determine the appropriate resolution.
7. Contact Us
For return, replacement, or refund requests, please contact us through the details provided on our Contact Us page.
GrandRoots
Pure Spices. True Tradition. Back to Our Roots.
