We want you to enjoy wearing Caliroots. If something isn't right with your online purchase, eligible products may be returned or exchanged in accordance with this policy.
1. Return Window
Eligible products purchased from the Caliroots website may be returned within:
7 days from the date of delivery.
A return request must be raised within this period.
2. Exchange
Eligible products may be exchanged for another available size of the same product, subject to stock availability.
If the requested size is unavailable, the customer may choose an eligible return/refund option in accordance with this policy.
Confirm whether colour/style exchanges will also be permitted.
3. Return Eligibility
To qualify for a return or exchange, the product must be:
- unused;
- unworn except for a reasonable fit trial;
- unwashed;
- unaltered;
- free from stains, perfume, deodorant, makeup or other marks;
- returned with all original tags attached;
- accompanied by the original invoice/order information; and
- returned with original packaging and accessories, where applicable.
Returned products will undergo a quality check.
We may decline a return or exchange where the product does not meet these conditions, subject to applicable law.
4. Non-Returnable Products
For hygiene or commercial reasons, the following may be non-returnable except where defective, damaged or incorrectly supplied:
- products identified as “Final Sale” or “Non-Returnable” before purchase;
- customized or altered products;
- gift cards;
- products damaged through misuse, improper care or normal wear and tear.
Only include categories here that Caliroots actually sells.
5. Sale & Promotional Products
Products purchased during sales or promotional campaigns remain subject to the return conditions displayed for that campaign.
Certain clearance or final-sale products may not be eligible for return or exchange if this restriction is clearly communicated before purchase.
This section is particularly important for your End of Season Sale, Buy 2 Get X and festival campaigns.
6. How to Request a Return
Customers can initiate a return through:
My Account → Orders → Select Order → Request Return
or contact:
support@thecaliroots.com
Provide your Order ID and select the relevant item and reason for return.
If reverse pickup is available for your PIN code, our logistics partner will arrange
collection.
7. Return Quality Check
After the returned item reaches our designated facility, it will be inspected.
Once the return passes the applicable quality check, the refund will be initiated.
8. Refunds
For prepaid orders, approved refunds will ordinarily be issued to the original payment method.
For Cash on Delivery orders, approved refunds may be processed to the customer's verified bank account/UPI details, depending on the payment/refund system used by Caliroots.
After approval, refunds should normally be initiated within 5–7 business days.
Banks/payment providers may require additional time for the amount to reflect in the customer's account.
9. Shipping Charges
Original shipping/COD charges, if any, are generally non-refundable unless the entire order is being refunded because of an error attributable to Caliroots or as otherwise required by law.
[Confirm whether Caliroots will charge a reverse-pickup/return fee.]
10. Wrong, Damaged or Defective Product
If you receive:
a wrong item / damaged item / manufacturing-defective item / incomplete
order contact us within 48 hours of delivery.
Please provide:
- Order ID;
- clear photographs of the product;
- photographs of the outer and inner packaging;
- shipping label; and
- an unboxing video where reasonably available.
Once verified, we will arrange an appropriate replacement, exchange or refund in accordance with applicable law and product availability.
11. Online vs Store Purchases
I recommend keeping these channels operationally separate initially:
Online purchases: handled through the online return system.
Physical-store purchases: governed by the exchange/return terms printed on the store invoice or communicated at purchase.
Online orders should not automatically be returnable at physical stores unless Caliroots formally enables this facility.
This avoids inventory and accounting problems across your store network.