RETURN & REFUND POLICY

Root Foods Bangladesh  ·  rootfoods.com.bd

Effective Date: January 1, 2026   |   Last Updated: March 2026

At Root Foods Bangladesh, customer satisfaction is central to everything we do. We take great care to ensure that every order is prepared, packaged, and delivered to the highest standard. However, we understand that issues can occasionally arise, and this policy exists to ensure a fair, transparent, and straightforward resolution process for all customers.

Please read this Return & Refund Policy carefully before placing an order. By completing a purchase on rootfoods.com.bd, you agree to the terms set out in this policy.

Important: Return requests must be submitted within 24 hours of delivery. Requests made after this window will not be accepted under any circumstance.

1.  Eligibility for Returns

Root Foods will consider a return or replacement request only if one or more of the following conditions are met:

• The product was physically damaged or broken during transit and delivery

• An incorrect product or variant was delivered (wrong item, wrong size, wrong quantity)

• The product delivered was past its expiry date at the time of receipt

• The product packaging was visibly tampered with or compromised upon delivery

All return requests are subject to review and verification by our customer support team. Root Foods reserves the right to request photographic or video evidence of the issue before approving any return or replacement.

2.  Non-Returnable Items & Conditions

Due to the nature of food products and applicable food safety regulations in Bangladesh, returns will not be accepted under the following circumstances:

• The product seal or packaging has been opened, broken, or removed

• The product has been partially or fully consumed

• The product was stored improperly by the customer after delivery (e.g., incorrect temperature, exposure to moisture or direct sunlight)

• The return request is submitted more than 24 hours after confirmed delivery

• The complaint relates to natural variation in colour, texture, aroma, or size — characteristics inherent to naturally sourced food products

• The product was purchased during a clearance, final sale, or heavily discounted promotion explicitly marked as non-returnable

Root Foods is unable to make exceptions to these conditions in the interest of food safety and hygiene for all customers.

3.  How to Submit a Return Request

To initiate a return or refund request, please follow the steps below within 24 hours of receiving your order:

1. Contact our customer support team via the Contact page on rootfoods.com.bd or through our official social media channels.

2. Provide your order number, full name, and registered phone number or email address.

3. Clearly describe the issue with the product (e.g., damaged, wrong item, expired).

4. Attach clear photographs or a short video of the product, packaging, and the issue observed.

5. Our team will review your request and respond within 1 – 2 working days with a decision.

Incomplete requests — those missing order details, contact information, or supporting evidence — may be delayed or declined. Please ensure all required information is submitted at the time of your initial request.

4.  Return Outcomes

Upon approval of a valid return request, Root Foods will offer one of the following resolutions at our discretion, based on product availability and the nature of the issue:

4.1  Replacement

Where the same product is available in stock, we will arrange a complimentary replacement delivery. Replacement orders are dispatched within 1 – 3 working days of approval. No additional delivery charge will be applied for approved replacements.

4.2  Refund

Where a replacement is not possible or the customer prefers a refund, a full refund of the product value will be processed. Refunds are issued via one of the following methods:

• Mobile banking transfer (bKash, Nagad, or equivalent)

• Bank transfer to the customer's registered account

• Website wallet credit redeemable on a future order

The original delivery charge is non-refundable unless the return is due to an error made by Root Foods (e.g., wrong item dispatched).

4.3  Partial Refund

In cases where only part of an order is affected (e.g., one item in a multi-item order is damaged), a partial refund or replacement will be offered for the affected item only.

5.  Refund Processing Timeframes

Once a return or refund request has been approved, refunds will be processed within the following timeframes:

• Mobile banking (bKash, Nagad): 3 – 5 working days

• Bank transfer: 5 – 7 working days

• Website wallet credit: 1 – 2 working days

Processing times may vary depending on your bank or mobile financial service provider. Root Foods is not responsible for delays caused by third-party financial institutions once the refund has been initiated from our end.

You will receive a confirmation notification via SMS or email once the refund has been processed.

6.  Cancellations

6.1  Cancellation Before Dispatch

Orders may be cancelled without penalty if the request is made before the order has been dispatched from our facility. To cancel, please contact our support team immediately after placing the order with your order number.

If payment was made online, a full refund will be processed within 3 – 7 working days.

6.2  Cancellation After Dispatch

Once an order has been dispatched, it cannot be cancelled. If you no longer wish to receive the order, you may refuse delivery at the door. In such cases, a refund will only be issued for the product value — delivery charges will not be refunded.

Refused deliveries without valid reason may result in temporary suspension of your account.

6.3  Cancellation by Root Foods

Root Foods reserves the right to cancel any order under the following circumstances:

• The product is out of stock or unavailable after order confirmation

• The delivery address is outside our serviceable area

• Suspected fraudulent activity or payment irregularities are detected

• Pricing or product errors occurred due to a system fault

In the event of cancellation by Root Foods, a full refund will be issued promptly and you will be notified via SMS or email.

7.  Damaged in Transit

Root Foods packages all products with care to ensure they arrive in excellent condition. In the rare event that a product is damaged during transit, please:

• Do not discard the packaging or the product before contacting us

• Photograph both the outer packaging and the damaged product clearly

• Submit your return request with photographic evidence within 24 hours of delivery

Transit damage claims submitted without supporting evidence may not be approved. Root Foods will coordinate with its logistics partner to investigate and resolve the matter as quickly as possible.

8.  Allergy & Health Disclaimer

Root Foods products are natural food products. While we make every effort to list all ingredients and allergens accurately on our product pages and packaging, customers with known food allergies, intolerances, or medical dietary requirements are strongly advised to review ingredient information carefully before ordering.

Allergic reactions or adverse responses resulting from a customer's failure to review disclosed ingredient information do not constitute grounds for a return or refund. Customers with specific medical conditions are encouraged to consult a qualified healthcare professional before consuming new food products.

9.  Amendments to This Policy

Root Foods reserves the right to update or modify this Return & Refund Policy at any time without prior notice. Changes will take effect immediately upon publication on rootfoods.com.bd. Your continued use of the website and placement of orders following any update constitutes acceptance of the revised policy.

We encourage all customers to review this policy before placing each order to stay informed of the most current terms.

Need Help With a Return?

Our customer support team is ready to assist you. Please reach out within 24 hours of delivery for the fastest resolution.

Website: rootfoods.com.bd

Email: rootmplbd@gmail.com

We are committed to making every return experience as smooth and fair as possible.