Refund policy
Your satisfaction matters to us. Learn about our policies for order cancellations, damaged products, refunds, and replacements.
Effective Date: September 2026
At TwoRoots, we carefully pack and dispatch our food products to ensure they reach you in good condition. Due to the nature of food products and for hygiene and food-safety reasons, all products purchased through our website are non-returnable and non-exchangeable under normal circumstances, except where a refund or replacement is approved for a damaged, incorrect, missing, or otherwise compromised order.
1. No Returns or Exchanges
All TwoRoots food products are non-returnable and non-exchangeable after delivery.
We do not accept returns or exchanges for:
· Change of mind.
· Incorrect product selection by the customer.
· Personal, taste, or flavor preferences.
· Products that are no longer required.
· Incorrect quantity ordered.
· Failure to store products properly after delivery.
For food safety and hygiene reasons, do not send food products back unless specifically requested by TwoRoots.
2. Damaged, Incorrect, or Missing Products
We will assist customers if an order is affected by an issue attributable to TwoRoots or the delivery process.
A refund or replacement may be considered if:
· The product was damaged during transportation.
· You received a product different from the one ordered.
· A product is missing from your order.
· The packaging was visibly damaged or tampered with upon delivery.
· You received a defective or compromised product.
3. Reporting an Issue
Please contact us within 48 hours of delivery if you experience an issue with your order.
Provide the following information to help us review your complaint:
· Order number and customer name.
· Registered mobile number.
· Description of the issue.
· Clear photographs of the product.
· Photographs of the outer packaging and shipping label.
· Unboxing video, if available.
Our team will review the submitted information and determine the appropriate resolution.
4. Refunds
If a complaint is verified and approved, TwoRoots may provide a full or partial refund, depending on the nature of the issue.
Approved refunds will generally be processed to the original payment method. The time required for the refund to appear in your account may vary depending on the payment gateway, bank, or financial institution.
5. Replacement
Where appropriate, TwoRoots may offer a replacement for a damaged, incorrect, or compromised product.
Replacements are subject to product availability. If the same product is unavailable, an alternative resolution, including a refund, may be offered.
6. Order Cancellation
Customers may request cancellation immediately after placing an order.
Cancellation requests will be considered only if the order has not yet been processed, packed, or dispatched. Once an order has been dispatched, cancellation may not be possible.
7. Incorrect Delivery Information
Customers are responsible for providing accurate delivery information, including their name, address, PIN code, phone number, and any other required details.
TwoRoots will not be responsible for failed or delayed deliveries caused by incorrect or incomplete information provided by the customer, subject to applicable law.
8. Failed Delivery
If an order is returned to TwoRoots for any of the following reasons, refund eligibility will be reviewed based on the circumstances of the shipment:
· Incorrect or incomplete address.
· Incorrect PIN code.
· Customer unavailable during delivery attempts.
· Customer refusing to accept the order.
· Incorrect or unreachable phone number.
Additional delivery charges may apply if redelivery is requested and the charges are communicated to the customer.
9. Refunds for Damaged or Incorrect Orders
If a refund is approved for a damaged, incorrect, missing, or compromised product, TwoRoots will initiate the applicable refund after verification.
Refunds will be processed through the original payment method wherever possible.
10. Non-Refundable Situations
Refunds will generally not be provided for:
· Change of mind or personal taste preferences.
· Incorrect product selection or quantity ordered.
· Products opened or consumed, except where applicable consumer rights require otherwise.
· Products damaged by improper storage or handling after delivery.
· Products damaged by the customer.
· Failure to follow storage or usage instructions.
· Customer refusal of delivery without a valid reason attributable to TwoRoots.
11. Food Storage and Consumption
Customers are responsible for following the storage, handling, preparation, and consumption instructions provided on product packaging.
TwoRoots will not be responsible for deterioration resulting from improper storage or handling after delivery. Customers should check the product packaging and relevant product information before consumption.
12. Promotional Orders
Products purchased using discounts, coupons, promotional offers, or special pricing may be subject to additional terms.
Any eligible refund will generally be calculated based on the actual amount paid, subject to applicable promotional terms and consumer protection requirements.
13. Policy Abuse
TwoRoots reserves the right to reject refund or replacement requests where there is evidence of fraudulent activity, misuse, repeated abuse of this policy, or inaccurate information, subject to applicable law.
14. Changes to This Policy
TwoRoots reserves the right to modify or update this Return & Refund Policy at any time. Changes will become effective once the revised policy is published on the website.
15. Contact Us
For questions regarding cancellations, refunds, damaged products, or order-related issues, please contact us using the details below.
Business Name
Shree Sakthi & Co.
Phone Number
+91 9787887599
Email Address
info@tworoots.in
Registered Address
3/210, Valasu, P. Mettur (Po.),
Mallur (Via), Rasipuram (Tk.),
Namakkal (Dt.) – 636 203,
Tamil Nadu, India.
