Exchange, Return & Refund Policy
Policies revised on 4th Dec 2024
All Tortoise designs are handcrafted with 100% Genuine Leather. This leads to every product being unique in its own way. The colour and texture may slightly differ from the photograph.
If you seek to exchange or return your purchase for whatever reason, we are here to help. Please note that we offer free exchanges only within 7 days of receiving your order, and that includes a free pickup. To initiate your exchange or return, please email us with your Order ID and phone number on support@redrootsindia.com .
Effective from 1st Jan 2024 exchange for products purchased from our website are allowed for a maximum of 3 times against each Item . The first exchange will be facilitated and covered by the brand, encompassing the cost of both shipping for the new product and the pickup of the existing item. For the subsequent 2 exchanges, customers will bear the associated expenses of INR 450/- each exchange, which include the shipping cost for the replacement item and the pickup cost for the returned product.
Should a customer wish to initiate an exchange beyond the initially allowed instances, they are required to make the necessary payment upfront. Following this, a reverse pickup will be arranged for the existing product, and upon its receipt at our facility, the new product or garment will be shipped back to the customer, and shall keep you updated via SMS/Email.
Here are some essentials that you need to know:
- Customised and Personalised products can neither be exchanged nor returned
- Returned items must have receipts & tags still on, and must be returned in original packaging
- Please have the product(s) maintained in its original condition, else we will not accept the pickup.
- Returned items must have no visible signs of wear or use
- Please note that you have 7 days only to check for compatibility and anything else.
- Returns will only be accepted from products purchased from tortoise.net.in. For products purchased through our stores or other marketplaces, please contact them directly for an exchange or a return.
- For Prepaid Orders: Effective from 4th Dec 2024 , If you return a prepaid order, the refund (after deducting a 2% payment gateway fee, which is non-refundable and charged to us by our payment gateway partners) will be credited to your Tortoise Wallet or your designated bank account, based on your chosen preference. Once we receive and verify the returned product in its original condition, the refund will be processed and should reflect in your bank account within 15 business days.
- For COD orders - Our COD (Cash on Delivery) returns policy ensures a seamless and customer-friendly process. In the event that a delivered product needs to be returned for any reason, we facilitate a hassle-free experience by refunding the amount directly into the customer's Tortoise wallet. This approach streamlines the reimbursement process, offering customers the flexibility to utilize the wallet amount for future purchases on our platform.
- If you opt to exchange the current product with a different product, you will have to pay differential amount if any.
In case of any doubts, please reach out to us through email support@redrootsindia.com with your order number and details and we will support you through the exchange/return process.
