Return, Refund, Replacement & Cancellation Policy

1. Product-specific return eligibility

Every product page clearly shows either "7-Day Return Eligible" or "Non-Returnable". Only products marked 7-Day Return Eligible can be returned for ordinary eligible return reasons, and the request must be raised within 7 calendar days from the date of successful delivery.

The label displayed on the product page at the time you place your order is the label that applies to that order. Return eligibility is set per product, so a single order may contain both returnable and non-returnable items.

2. Conditions for a 7-day return

Unless the return is for a verified delivery defect/issue, a return-eligible product should be unused, unworn/unwashed where applicable, unaltered, undamaged after delivery and returned with original packaging, tags, accessories, manuals, certificates and complimentary items supplied with it. A return may be rejected where the product has been used, altered, damaged after delivery or returned incomplete.

3. Non-returnable products

• Handmade/handcrafted products.
• Made-to-order, customised or personalised products.
• Perishable products, opened consumables or hygiene-sensitive products.
• Any SKU clearly marked Non-Returnable on the product page.

The product-page return label shown before purchase will govern ordinary commercial return eligibility.

4. Defective, damaged, wrong, missing or materially misdescribed goods

A Non-Returnable label does not remove rights available under applicable law. If you receive a product that is damaged in transit, defective, incorrect, incomplete, spurious or materially different from the agreed/listed product, please report the issue as soon as possible, preferably within 48 hours of delivery, so that evidence can be preserved and investigated.

This applies to every order, including products marked Non-Returnable. Reporting after 48 hours does not by itself extinguish a legitimate claim, but earlier reporting materially helps investigation with the seller and the logistics partner.

5. Evidence for delivery issues

We may request the Order ID, photographs of the outer packaging and shipping label, photographs/videos of the product and defect, and an unboxing video where available. An unboxing video is helpful but is not the only basis on which a legitimate consumer complaint will be assessed.

6. Handmade variations

Minor variations in colour, pattern, texture, grain, stone veining, paintwork, embroidery, print placement, dimensions or finish may naturally occur in handcrafted products and will ordinarily not be treated as defects if the item remains materially consistent with the listing. A substantial deviation from the listing will be reviewed separately.

7. How to raise a return or issue

Raise the request through the order/support interface where available, or email support@deshroot.com with your Order ID, product name and reason. Call support is available Monday–Friday, 10:00 AM–6:00 PM at +919597658777; Saturday support is available by email.

All requests are received and resolved by Deshroot Customer Support. You do not need to contact the seller, artisan or vendor yourself at any stage.

8. Review and approval

Submission of a return request does not automatically approve the return. Deshroot may review the product's return eligibility, delivery date, seller information, photographs/videos, reason for return and other relevant evidence. Once approved, return/pickup instructions will be communicated.

9. Reverse pickup

Where reverse pickup is available, Deshroot/logistics partner may arrange it. The customer must securely pack the correct item with all included components. Where reverse pickup is unavailable, the customer may be asked to self-ship only after receiving written instructions from Deshroot.

10. Inspection

A returned product may be inspected after reaching the designated seller/return facility. Refund/replacement may be rejected where the wrong item was returned, the item was materially used or altered, customer-caused damage is evident, parts are missing or return fraud is established.

Inspection may take place at the seller's facility, but the outcome is communicated to you by Deshroot Customer Support and any refund is processed by Deshroot.

11. Replacement

Replacement is subject to stock availability. If the exact replacement is unavailable, Deshroot may offer an eligible refund or another mutually agreed resolution.

12. Refund timeline

Approved refunds will ordinarily be initiated within up to 7 working days after approval and completion of any required verification or inspection. The customer's bank, card network, UPI provider or payment service may take additional time to reflect the credit after initiation.

13. Refund method

Prepaid refunds will ordinarily be initiated to the original payment method. For COD orders, the customer may be requested to securely provide verified bank/UPI details. Refund processing records may be retained for accounting, fraud prevention and dispute resolution.

All refunds are issued by Deshroot. Sellers and vendors do not issue refunds to customers, and you should never be asked to accept a refund from a seller directly or through any channel outside Deshroot.

14. Shipping / COD charges on returns

Where a return is due to a verified damaged, defective, wrong or materially misdescribed product, Deshroot will provide the applicable remedy and reasonable return logistics in accordance with law. For an ordinary eligible change-of-mind return, original shipping/COD handling charges may be non-refundable and return logistics may be chargeable where disclosed and legally permissible.

15. Customer cancellation

Orders may be cancelled until the relevant supplier/vendor has confirmed the order for fulfilment. Once fulfilment has been confirmed or processing has commenced, self-cancellation will be disabled and cancellation may no longer be available, because production, packing or dispatch may already have started.

16. Made-to-order/custom orders

Made-to-order, personalised or customised orders become non-cancellable once the seller confirms the order and production begins, unless otherwise required by law or expressly agreed by Deshroot and the seller.

17. Cancellation by Deshroot/seller

Deshroot or the seller may cancel an order before fulfilment for genuine reasons such as stock unavailability, payment failure, serviceability issues, seller inability to fulfil, genuine pricing/catalogue error, compliance concerns or suspected fraud. Prepaid amounts for cancelled orders will be refunded as applicable, and the refund will be initiated by Deshroot within the timeline in section 12.

18. Return abuse

Deshroot may investigate repeated false claims, product swapping, counterfeit returns, intentional damage, repeated COD refusal or other abuse. Confirmed abuse may result in restrictions on return/COD/account functionality, subject to applicable law.