Returns & Exchanges

We at Oris Root ensure that our products are made with the highest quality standards and go through rigorous inspection before marking them as “Ready to Dispatch”. It is our endeavour to provide you with the best possible after sales customer service, hence If you are not satisfied with your purchase for any reason, and would like to return or exchange it, please note below our Returns and Exchanges Policy.

Oris Root’s products fall under two categories for Returns & Exchanges:

  • Eligible for Return and Exchange
  • Not Eligible for Return and Exchange

Please refer to the “Return & Exchange” link on the product page before placing your order to know if the product you are ordering is eligible for return and exchange or not.

Eligible for Return & Exchange

We accept returns/refunds within 7 days of delivery, as long as the products are not used, washed, altered or damaged and are returned in a saleable condition with their original packaging, tags and labels intact along with the invoice and any other inclusions.

Exchange

Currently, we are unable to entertain requests to exchange your product(s) with a different product/style/design/size even if the price is the same. Exchange is solely for defected/damaged product(s) received.

Return Process

  • If your purchase meets the return eligibility criteria mentioned above, you are required to inform us within 7 days of receiving the package by sending an email on connectorisroot@gmail.com with your order number and the product(s) you wish to return. Any request received after the returnable window is not eligible for returns.
  • Our customer service team will review the request and process it within 2 business days.
  • We will organise the return pickup through our logistics partner, from the same address it was shipped to. The product(s) will be picked up within 5-7 business days from the date of request.
  • You are requested to keep the package ready and ensure that all the returned product(s) are packed securely and safely to prevent any loss or damage during transit. Please pack the product(s) in its original packaging along with the invoice and/or any other inclusions.
  • Some of the pin codes are not feasible for return pick up, in such cases, the customer will need to ship the product(s) back to us.
  • We do not take title to any returned product(s) unless the product(s) are received back at our warehouse. If the customer has self-shipped the product(s) and the package is lost in transit, no refund can be applicable.
  • Once we receive the product(s) back at our warehouse, they will be subjected to inspection. Oris Root reserves the right to decide whether the product(s) seems used, washed, altered or has post-purchase damage and if refund can be issued.
  • Once inspection has passed, a refund will be initiated to you. Please refer to our Refund Policy below to know more details.

Replacement of Wrong/Defected/Damaged Product Received

  • If you have received a wrong/defected/damaged product, you are required to inform us within 2 days of receiving the package by sending an email on connectorisroot@gmail.com with your order number along with a photograph of the product(s) and the box/packaging it arrived in. Any communication received after 2 days of delivery will not qualify for a replacement.
  • Our customer service team will review the request and process it within 2 business days.
  • We will organise the return pickup through our logistics partner, from the same address it was shipped to. The product(s) will be picked up within 5-7 business days from the date of request.
  • You are requested to keep the package ready and ensure that all the returned product(s) are packed securely and safely to prevent any loss or further damage during transit. Please pack the product(s) in its original packaging along with the invoice and/or any other inclusions.
  • Some of the pincodes are not feasible for return pick up, in such cases, the customer will need to ship the product(s) back to us.
  • We do not take title to any returned product(s) unless the product(s) are received back at our warehouse. If the customer has self-shipped the product(s) and the package is lost in transit, no refund will be applicable.
  • Once we receive the product(s) back at our warehouse, they will be subjected to inspection. Oris Root reserves the right to decide about the condition of the product(s).
  • Once inspection has passed, a replacement will be shipped to you free of any charges within standard shipping timelines. If the customer does not wish to get a replacement or in the rare occurrence that a replacement piece is not in stock, a refund will be initiated to you. Please refer to our Refund Policy below to know more details.

Not Eligible for Return & Exchange

The following products are not eligible for return, exchange or refund unless the product(s) delivered to you are wrong, defected or damaged.

  • Fragile Items – Wall Art and Crockery
  • Products purchased during sale period/on discounts
  • Products purchased prior to sale cannot be returned or exchanged during the sale period
  • Customised products or special bulk orders
  • International Orders
  • Gift Cards

Replacement of Non-Refundable Wrong/Defected/Damaged Product Received

  • If you have received a wrong/defected/damaged product, you are required to inform us within 2 days of receiving the package by sending an email on connectorisroot@gmail.com with your order number along with a photograph of the product(s) and the box/packaging it arrived in. Any communication received after 2 days of delivery will not qualify for a replacement.
  • Our customer service team will review the request and process it within 2 business days.
  • We will organise the return pickup through our logistics partner, from the same address it was shipped to. The product(s) will be picked up within 5-7 business days from the date of request. The only exception to this would be for broken glass product(s). Please read the process for its inspection & replacement below.
  • You are requested to keep the package ready and ensure that all the returned product(s) are packed securely and safely to prevent any loss or further damage during transit. Please pack the product(s) in its original packaging along with the invoice and/or any other inclusions.
  • Some of the pin codes are not feasible for return pick up, in such cases, the customer will need to ship the product(s) back to us.
  • We do not take title to any returned products unless the products are received back at our warehouse. If the customer has self-shipped the product(s) and the package is lost in transit, no refund can be applicable.
  • Once we receive the product(s) back at our warehouse, they will be subjected to inspection. Oris Root reserves the right to decide about the condition of the product(s). Only exception to this would be for broken glass product(s), inspection for which is done online itself. Once our customer care team has inspected the product(s), they will advise you regarding the safe disposal of such product(s). If the customer has disposed the product(s) before an inspection is done, no refund will be applicable.  
  • Once inspection has passed, a replacement will be shipped to you free of any charges within standard shipping timelines. In the rare occurrence that a replacement piece is not in stock, a credit note will be issued to you. Please refer to our Refund Policy below to know more details.

Refund Policy

For Returnable/Exchangeable Products

  • For Returns, refund will be initiated to you after deducting Rs. 100 per return from the order value. These charges are deducted in compensation for the shipping & handling charges incurred by us. Customers who purchase multiple products under the same order number are advised to initiate a single return for any product(s) they wish to return to avoid being charged for several returns initiated.
  • For Wrong/Defected/Damaged products received, refund will be initiated to you for the full amount of the defected/damaged product(s).
  • Refund will be credited within 5-7 working days to your original Mode of Payment (except COD).
  • Please note refund for cash on delivery (COD) orders can only be processed into your bank account. Our customer care team will request you to provide your bank account details to process your refund. Please note, refunds cannot be processed to third-party bank account. The name of the customer on the order must match the name of the bank account holder provided, for refund to be processed.
  • Please note Saturday, Sundays and Public Holidays are not set as working days.

For Non-Returnable/Non-Exchangeable Products

  • Products classified as Non-Returnable/Non-Exchangeable do not qualify for a refund and only a replacement will be shipped. In the rare occurrence that a replacement piece is not in stock, a credit note for the full amount of damaged product(s) will be issued to you via email within 5-7 working days. The credit note will be valid for a period of six (6) months from the date of issue. Please note credit notes cannot be used for buying gift cards from Oris Root.
  • Please note Saturday, Sundays and Public Holidays are not set as working days.

Wrong/Incomplete Shipping Address Provided

A correct and complete shipping address including pin code and a valid mobile number is a must for us to be able to successfully deliver your order(s).