Refund & Returns Policy – Future Roots Store
At FUTURE ROOTS, every plant is carefully nurtured and packed with love. Since we ship live plants and fragile items, our return and refund policy is designed to be fair, transparent, and protective of both our customers and our plants.
Please read this policy carefully before placing an order.
1. IMPORTANT: HOW RETURNS & CLAIMS ARE PROCESSED
- All return, refund, and replacement requests must be submitted through our official website only.
- Requests made via WhatsApp, email, or social media cannot be processed for security and tracking reasons.
- Our WhatsApp support is meant only to guide you to the correct resolution link.
This ensures faster processing, accurate tracking, and protection against misuse.
2. ELIGIBLE REASONS FOR RETURN / REFUND / REPLACEMENT
You may raise a claim on our website for the following reasons:
- Plant arrived damaged or unhealthy
- Soil spilled during transit and plant is broken
- Part order delivered / missing items
- Wrong product received
- Marked delivered but not received
Each claim type requires specific photo proof, detailed below.
3. COOLING-OFF PERIOD FOR LIVE PLANTS (VERY IMPORTANT)
Plants may experience temporary stress during transit, which can cause drooping or yellowing.
For droopy or wilted leaves:
•Please allow 24–48 hours after delivery for the plant to settle.
•Place the plant in bright, indirect light and avoid overwatering.
Claims for droopy plants cannot be submitted within the first 24 hours of delivery.
Our system will automatically unlock the claim form after this period.
This helps prevent unnecessary returns and gives the plant a fair chance to recover.
4. MANDATORY PHOTO & VIDEO PROOF
To ensure a fair and secure resolution, photo proof is mandatory for all claims.
Depending on the issue, you may be asked to upload:
•Clear photo of the entire plant
•Close-up photo of the damaged area
•Photo of the outer packaging box
•Photo of all received items together
•Screenshot of order confirmation (for missing/wrong items)
Claims cannot be submitted unless all required photos are uploaded.
Photos shared on WhatsApp or email are not considered official proof.
5. REFUND VS REPLACEMENT – PRICE-BASED RULE (UNIVERSAL)
To keep our pricing fair and sustainable, the resolution options shown to you depend on your order value:
Orders of ₹146 or below
•Refund only
•Replacement option is not available.
Orders above ₹146
•You may choose either a refund or a replacement
•Your choice will be final once submitted.
This rule is applied automatically by our system and cannot be overridden.
6. NON-RECEIPT (MARKED DELIVERED BUT NOT RECEIVED)
If your order shows “Delivered” but you haven’t received it:
•Submit a Non-Receipt Declaration on our website.
•Refunds or replacements are processed only after courier partner verification.
This process may take additional time, but it protects customers from false delivery scans.
7. CANCELLATION POLICY
•Orders cannot be cancelled once shipped.
•If your order is already in transit, please wait for delivery.
•After delivery, you may raise a return/refund request if eligible.
8. ONE CLAIM PER ORDER (IDEMPOTENCY RULE)
•Only one claim per Order ID is allowed.
•Once a claim is submitted or resolved, further claims for the same order are automatically blocked.
This ensures fairness and system integrity.
9. REFUND TIMELINE
•Approved refunds are processed within 3–5 working days.
•The amount will be credited back to the original payment method.
•Banks may take additional time to reflect the amount.
10. REPLACEMENT TIMELINE
•Approved replacements are dispatched within 72 hours.
•Tracking details will be shared via email.
11. NON-ELIGIBLE CASES (NO REFUND / NO REPLACEMENT)
We cannot offer refunds or replacements in the following cases:
•Claims raised without required photo proof
•Claims raised outside allowed timelines
•Minor soil movement with no plant damage
•Natural plant variations (shape, size, minor leaf marks)
•Customer damage after delivery
•Multiple claims raised for the same order
12. FINAL DECISION AUTHORITY
All decisions regarding refunds and replacements are:
•Based on submitted evidence
•Processed by our automated verification system
•Final and binding once completed
13. NEED HELP?
If you’re unsure which option to select:
•Reach out to us on WhatsApp
•We’ll guide you to the correct resolution link
We truly value your trust and promise to treat every plant—and every customer—with care.
If you still aren’t satisfied, please mail us on support@futurerootsindia.com
