Refund policy

Refund & Return Policy | Roots by Mendine

Last Updated: April 1, 2026

At Mendine Pharmaceuticals Private Limited, we want you to have a safe and satisfactory shopping experience. Please read our Return & Refund Policy carefully before placing an order.

1. Return Window

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, the item must be:

• unused and unopened;

• in the same condition in which you received it;

• with original packaging, seal, label, tag, and invoice intact;

• accompanied by the receipt, invoice, or proof of purchase.

Consumer Protection Act 2019

For health, wellness, Ayurvedic, and personal-use products, we will not accept returns if the product seal is broken, the product has been opened or used, damaged after delivery due to customer negligence, or is not in its original condition — EXCEPT where the item received was damaged, defective, expired, leaked, or incorrect, in which case Section 4 below applies. You must report any product deficiency within 7 days of delivery.

2. How to Request a Return

To start a return request, please contact us at: info@mendine.in

Please include the following details in your email:

• order number;

• customer name;

• registered phone number or email address;

• product name;

• reason for return;

• clear photos or videos of the product and packaging (if the item is damaged, defective, leaked, expired, or incorrect).

Returns must be approved by us before the product is sent back. Items sent back without prior return approval will not be accepted and may not be eligible for a refund.

3. Return Address

If your return request is approved, we will share return instructions with you. Products may need to be sent to:

Mendine Pharmaceuticals Private Limited, 36 A&B, Alipore Road, Kolkata, West Bengal – 700027, India

Please do not send any product to the above address without receiving confirmation and return instructions from us.

4. Damaged, Defective, Wrong, or Missing Items

Please inspect your order immediately after delivery. Contact us as soon as possible — and in any event within 7 days of delivery — if:

• the item is defective or damaged;

• the product has leakage;

• the wrong item has been delivered;

• the item is expired;

• any item is missing from your order.

To help us evaluate the issue, please share clear photos or videos of the product, outer packaging, shipping label, and invoice. After verification, we will offer a replacement, refund, or another suitable resolution depending on the issue.

5. Non-Returnable Items

The following items cannot be returned:

• opened or used products;

• products with broken seals;

• products not in original packaging;

• products damaged after delivery due to misuse, improper storage, or negligence;

• perishable goods;

• personal care goods where hygiene may be affected;

• custom, special-order, or personalised products;

• gift cards;

• sale, clearance, or promotional items, unless the item received is damaged, defective, expired, or incorrect.

6. Exchanges

We offer exchanges only if the product received is damaged, defective, expired, or incorrect, subject to verification. If you want a different product, the fastest way is to return the eligible item (after approval) and place a separate order. Exchange approval depends on product availability and the condition of the returned item.

7. Return Shipping

Return shipping instructions will be shared after your return request is approved. If the return is due to a damaged, defective, expired, wrong, or missing item, we will arrange reverse pickup or provide return shipping support where serviceable. If the return is requested for any other approved reason, return shipping charges may be borne by the customer. Original shipping charges, cash-on-delivery charges, handling charges, or payment gateway charges will not be refunded unless the issue is due to an error from our side.

8. Refunds

Mandatory Refund Commitment

Once we receive and inspect your returned item, we will notify you of the outcome within 3 business days. If the refund is approved, the amount will be refunded to your original payment method within 10 business days of approval. Your bank, card issuer, UPI provider, wallet provider, or payment gateway may take additional time to process and post the refund. If more than 15 business days have passed since we approved your refund, please contact us at info@mendine.in.

9. Order Cancellation

You may request cancellation before the order is shipped. Once the order has been shipped or handed over to the courier partner, cancellation may not be possible. In such cases, you may request a return after delivery, subject to the eligibility conditions in this policy. If we cancel an order due to stock unavailability, payment issue, address issue, courier service limitation, pricing error, or any operational reason, we will notify you and process the applicable refund within 10 business days.