Privacy policy
Policies
- Payment Options
- Cash on Delivery Policy
- Pricing Policy
- What is a CVV/CVC?
- Out of stock Items
- Cancellation Policy
- Shipping Policy
- Covid Safety Measures Policy
- Returns & Refund Policy
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Placing an order
β’ Browse the Cleaner Roots Online catalogue to make your purchase.
Select the item you wish to order, enter the quantity you desire and click on
"Order".
β’ When your order contains the items and quantities you wish to purchase,
click on the "Checkout" link underneath your order.
β’ You will then be asked to provide us with your shipping and payment
information. Please see the Payment Options available to you and choose the
one that suits you.
β’ Once you have successfully made your payment, your order will be
processed & shipped within our stipulated timelines. For more information,
please see our Shipping Policy.
Payment Options
Cleaner Roots Online is set up to take immediate online orders through the
following modes of payment:
β’ Domestic and international credit cards, issued by banks and institutions
that are part of the Visa and MasterCard Network
β’ Visa Debit cards
From select banks in India. A full list is available at the time of Check Out and
prior to making payments for purchases. Please note that for Visa and MasterCard you will require to submit your 16-
digit credit card number, card expiry date and a 3-digit CVV number (on the
back of the card), when you make an online transaction using your Credit Card.
You should also have enrolled your Credit Card with VBV (Verified by Visa) or
MSC (MasterCard Secure Code) to complete the transaction. For American
Express Cards you will be required to give your 15-digit card number and a 4-
digit code.
The Credit Card transaction will appear on your bank statement as a payment
to Sniggey Green Pvt. Ltd.
Cash on Delivery Policy
β’ We have the option for βCash on Deliveryβ on orders above INR 2,999/- for
domestic orders only. We follow all safety protocols, along with our courier
partners to ensure the package that reaches you is safe.
β’ If you are physically unavailable for during the time of delivery, please
suggest an alternative address or contact number of a reliable source at
support@cleanerroots.com within 48 hours of order placement, for
successful delivery.
β’ If a βCODβ order is returned to us due to your unavailability or any other
reason, we will only reship the same order only if you convert it to a prepaid
order, post-delivery failure.
β’ Customers placing βCODβ orders will be reached out via call for the
confirmation of their orders. Customers failing to respond to the calls will be
reached out via mail informing cancellation of the COD order. Customers may
respond to the mail confirming the processing of the order.
β’ If a customer refuses the delivery of a βCODβ order more than twice, he/she
would not be eligible for βCODβ for all future orders. Then, he/she can only choose to place a prepaid order on the website.
β’ All claims for shortages (missing items) or damages must be reported to
our customer service team within 24 hours of delivery. We request you to
write to us at support@cleanerroots.com well within the
aforementioned time frame. Cleaner Roots will not be responsible for any
claim raised with respect to damages or missing products post 24 hours of
delivery.
β’ Shipping/billing address canβt be changed once the order is placed. No
modifications can be made post successful placement of orders. For further
queries, you may get in touch with our Customer Care team on email at
support@cleanerroots.com or chat with us from Monday to Friday,
from 9:30-5:30 PM IST (barring Saturdays, Sundays and official holidays).
β’ If a βCODβ order is to be cancelled, please inform our customer service team
by sending an email at support@cleanerroots.com with the order
number on the same date that you placed the order.
β’ Due to the ongoing COVID-19 situation, please bear with possible dispatch
and delivery delays of your order. Click here to know more about our COVID-
19 safety measures.
β’ COD orders cannot be refunded in the original mode of payment. It can
only be refunded via the brand online voucher.
Pricing Policy
β’ The product prices listed are current and updated. However, these are
subject to change without advance notice.
β’ All prices on this web site are processed in Indian Rupees and the prices are
inclusive of all taxes.
β’ All orders are acknowledged at current pricing. We will bill at the price in effect, at the time of shipping.
β’ Our products are liable for GST in India.
β’ All international shipping orders may attract local duties applicable in that
country and the customer will have to pay locally, accordingly. We will not be
able to confirm what these charges will be in advance and are not liable to
pay these from our end.
What is a CVV/CVC?
The Credit Verification Value or CVV or the Credit Validation Code or CVC is an
important security feature that further reduces the risk of Internet fraud. This
number never appears on sales receipts or billing statements and is only found
on the physical card itself. We ask you to enter the CVV/CVC code during your
transaction to make sure that the card is, in fact, in your possession. The
CVV/CVC is a 3 or 4-digit code embossed or imprinted on the reverse side of
your credit card, in the signature area.
Out of stock Items
We apologize for the inconvenience this may cause. If your item is out of stock,
we will contact you within 2 business days to discuss how you would like the
order to be handled. Cleaner Roots Online does not back order, that is, we
do not accept orders which we cannot fulfil immediately.
Cancellation Policy
If you wish to cancel your order, you can do so by sending us an email on
support@cleanerroots.com within 24 hours of placing the order. You
can also call our Customer Care on +91-9999352060 (Timings: 9:30 am - 5:30
pm IST), within 24 hours of placing the order. Once orders have been
dispatched, they cannot be cancelled. In case of cancellation of the order within the timeline, you will be charged 2.5% as payment gateway charges and the
balance will be refunded to the cardholder and credited through the same
payment instrument in 7-10 working days or as per the Bankβs guidelines.
Shipping Policy
Due to COVID-19, we cannot commit on delivery timelines. We do request you
to bear with us in the case of slight delays. Please refer to our Covid Safety
Measures Policy for more details. As per safety protocols while we are currently
accepting online orders to ship within India and worldwide, due to changing
nature of the situation, we reserve the right to pause deliveries to any country
at any time if so warranted.
Order Deliveries Will Be Made Between
β’ 10:00 AM β 6:00 PM Monday β Saturday. Excluding public holidays.
β’ Goods will need to be signed for upon delivery. If you cannot be there to
sign for your delivery please suggest an alternative i.e., a family member,
colleague, neighbor, etc. However, the brand takes no responsibility for goods
signed by an alternative person.
β’ Certain courier partners may request an OTP to complete delivery. This will
need to be provided for completion of delivery. OTP will be sent to the
number inputted at time of placing the order.
β’ Cleaner Roots is not responsible for damage after delivery.
β’ For all claims for shortages or damages must be reported to customer
service within 24 hours of the day of delivery.
β’ Shipping and handling rates may vary based on product, packaging, size,
volume, type and other considerations. The shipping and handling charges
are given at the time of check out and consumers will know about this before
making payments.
β’ The brand will only be responsible for compliance with export and customs
laws of the country where the products are being shipped from. The
consignee must ensure compliance with import and customs laws of the
country they are having the products shipped to.
β’ The number of products ordered by the customer may exceed the total
number permissible by their country for clearance upon arrival. In this regard,
the customer must consider these limits placed by their country while
ordering products from the brand.
β’ The brand will fulfil all international orders from its end. However, the
consignee will be responsible for the entry of the products to the country they
have chosen to have the products shipped to and for compliance with all
applicable laws pertaining to the same, including without limitation, payment
of Customs Duty Charge / Import Duty / VAT / Other applicable government
taxes/Convenience charges, etc. on arrival in the destination country.
β’ In the event and for any reason whatsoever, an order does not get cleared
by customs in the destination country, the brand may, at its sole and absolute
discretion, consider a refund of the customerβs order amount after deducting
the shipping costs, return duty charges and any other charges incurred by the
brand while processing the order and having the products shipped to the
customer.
β’ Please confirm that your order and the products therein are in compliance
with and the delivery permissible under the laws of your country.
For Domestic Orders:
We ship across India, except for a few remote locations. However, there is a flat
shipping charge of INR. 150/- if your total order value is less INR. 1000/-.
For International Orders:
We ship internationally, across many countries and offer free international
shipping on orders of INR 15,999/- & above. For orders less than INR 15,999/-,
there is a flat shipping charge of INR 2500. The shipping and handling charges
are mentioned at the time of check out and the customers are informed of the same, before making the payment.
The shipping charges do not include customs charges which vary according to the country the order is being placed
from and cannot be pre-determined or communicated by the brand.
The brand will only be responsible for compliance with export and customs
laws of the country where the products are being shipped from. The consignee
must ensure compliance with import and customs laws of the country they are
having the products shipped to. The number of products ordered by the
customer may exceed the total number permissible by their country for
clearance upon arrival. In this regard, the customer must consider these limits
placed by their country while ordering products from the brand.
The brand will fulfil all international orders from its end. However, the
consignee will be responsible for the entry of the products to the country they
have chosen to have the products shipped to and for compliance with all
applicable laws pertaining to the same, including without limitation, payment of
Customs Duty Charge / Import Duty / VAT / Other applicable government taxes
on arrival in the destination country.
In the event and for any reason whatsoever, an order does not get cleared by
customs in the destination country, the brand may, at its sole and absolute
discretion, consider a refund of the customerβs order amount after deducting
the shipping costs, return duty charges and any other charges incurred by the
brand while processing the order and having the products shipped to the
customer.
Please confirm that your order and the products therein are in compliance with
and the delivery permissible under the laws of your country.
Returns & Refund Policy
If you claim a leakage in the product or if it was damaged during the delivery
process, please send us an email with the following details, within 24 hours of
the delivery date. We will issue a product exchange for any product that in returned in a saleable and undamaged condition, in its original packaging and
can be verified to be damaged/faulty. Please allow one to three weeks from the
day you return your package, for your exchange request to be fully processed
and closed.
If your shipment packaging is damaged or resealed, please do not accept it and
notify us. For notification, please ensure you record an unboxing video and
reach out to our support team within 24 hours.
Please write to us within 24 hours of receiving the product that you would like
to exchange or refund at support@cleanerroots.com with the following
details:
β’ Complaint Order Number
β’ Invoice number
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β’ Details of your request or complaint
β’ Images or videos to support the complaint with Batch details clearly visible
as below, without which we cannot process the request
βΊ In case the product is not sealed/ leakage/ broken products βclear images
or video of the non-sealed/ leaking/ broken products along with clear images
or video of spillage (if any), mono-carton and outer packaging images too.
WE DELIVER ACROSS INDIA & INTERNATIONALLY.
Please also send images to show seal has been tampered with if that is the
claim along with the above.
βΊ In case the product received is empty or volume of the product is less or
product is missing in the package or a wrong product has been delivered-
clear images or video of the empty/ faulty/ product with less volume/ or
product missing/ or wrong product delivered along with clear images or
video of spillage (if any wherever applicable), mono-carton and outer
packaging images too.
βΊ In case the internal packaging and the outer packaging received is very
dirty- clear images or video of the complete open package received along
with clear images or video of the mono-carton and outer packaging
βΊ Mono carton refers to the Cleaner Roots box/packaging the individual
product comes in, while outer packaging refers to the larger box the entire
order is shipped in. Images of both are required to process claims. Once all the details are received, it would take our team 3 working days to
revert on the complaint/ query/ issue. In case an exchange is approved for your
complaint, you will be informed of the same with an authorization number, and
a reverse pick-up of the product will be arranged. In the case of a product
refund, once your request is approved the refund will reflect in your account
within 10-15 days and you will be sent an email confirming the same.
All products to be exchanged must be sent back to us packed in the same
packaging as it was received in and physically accompanied in the reverse pick-
up by the original receipt and a document that states the following:
β’ Address of dispatch
β’ Name & Address of the customer
β’ Order number
β’ Contents of the package
Please also email this document and share an image of the reverse pick-up
consignment (inside and outside packaging) with our Customer Care
representative who you have been in touch with on email.
Once the package is received by our warehouse team the exchange order will
be processed within 24 hours. You will then be informed of the new
consignment tracking details.
Please note orders for Gift boxes are not applicable for exchange or refund
here.
Cleaner Roots Online is not responsible for damage after delivery.
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Product Quality Related Complaints
In the case of a product quality concern, please send us an email at
support@cleanerroots.com within 7 days of the date of receipt of the
product and with the following details. We shall take 24 to 48 hours to review
the email and revert back:
β’ Order number
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