Refunds and cancellation

Cancelling before dispatch

You can cancel any order at no cost at any point before it has been dispatched. Ask us to cancel it, with your order number, and we will confirm and refund the full amount you paid, including any delivery charge. The stock goes back on the shelf at the same moment, so somebody else can buy it.

Once an order has been dispatched it can no longer be cancelled.

Changing your mind after dispatch

We cannot accept a change-of-mind return once an order has left us, whether or not the pouch has been opened. Food that has been out of our hands cannot be put back into stock, so there is nothing we could do with it. If you are unsure about an order, cancel it before it is dispatched — that costs you nothing.

Opened pouches

An opened pouch cannot be returned. This is a food safety limit rather than a commercial one: once a seal is broken we have no way of knowing how the contents have been stored or handled, and we will not resell or accept back a food product we cannot vouch for.

That limit does not apply to anything that was already wrong when it reached you. If you opened a pouch and found the contents damaged, spoiled or not what the label says, it is covered by the section below and you should tell us.

If something arrives damaged, wrong or out of date

We replace or refund, in full, anything that arrives:

• damaged, leaking, or with a broken seal
• as the wrong product or the wrong pack size
• missing from the order
• past its date

Tell us within 48 hours of delivery and send a photograph of the pack and its label; we will then either replace the item or refund it, whichever you prefer, and we will not ask you to post anything back at your own cost.

Where the whole order is affected, the delivery charge is refunded too.

If we cannot fulfil your order

Stock is small and it runs out. If we cannot supply something you have paid for, we will contact you, and you choose: wait for it, swap it, or take a full refund. If we cannot reach you within a reasonable time we will cancel and refund rather than hold your money.

Parcels that come back to us

If a parcel is returned to us undelivered — a wrong address, or nobody available after the delivery service’s attempts — we refund the value of the goods. Where the return was not our fault or the delivery service’s, we may deduct the delivery cost actually incurred, and we will tell you what we are deducting and why. See the shipping and delivery policy.

How refunds are paid

A refund goes back by the same route the payment came in — to the card, account or UPI handle that paid — through the payment provider. We cannot redirect a refund to a different account, and we never ask for your card details, your UPI PIN or a one-time password in order to refund you. Nobody from Root & Roast will ever ask you for those.

We issue the refund within 3 working days of agreeing it. How long it then takes to appear is your bank’s, and is commonly 5 to 7 working days after we have issued it. If it has not arrived after that, tell us and we will give you the provider’s reference so you can raise it with your bank.

An order paid for in person is refunded by the same method it was paid by, and recorded against the same order.

Partial refunds

Where only part of an order is affected, we refund that part. A delivery charge is refunded in full when the whole order is cancelled or is our mistake, and is not refunded when you are keeping most of the order.

How to ask

Use the contact page and include your order number and what has gone wrong. We will reply with what we are going to do about it and when.