Refund policy

Return & Refund Policy

Effective Date: 9 October 2026

At Sweet Root, operated by TAMANNA SWEETNER PRODUCTS PRIVATE LIMITED, we are committed to delivering quality products and providing a reliable shopping experience.

We take care to pack and dispatch your orders properly. However, if you receive an incorrect, damaged, spoiled or defective product, please contact us so we can review the issue and help resolve it.

Please read this Return & Refund Policy carefully before placing an order on https://sweetroot.co.in.

1. Return Policy

Since Sweet Root offers food products, including Dhaga Mishri, Diamond Mishri, flavoured mishri, Elaichi Dana, Meethi Kheel, Bhura, Organic Shakkar, Shreefal Coconut and jaggery, returns are subject to food safety, hygiene and product integrity considerations.

We generally do not accept returns for products that have been opened, consumed or improperly stored, or where the request is based solely on a change of mind or personal taste preference.

However, this restriction does not affect your rights under applicable consumer protection laws.

1.1 Damaged Products

If your order arrives with damaged products or packaging that compromises the product's quality or safety, please notify us within 24 hours of delivery.

To help us assess your request, please share:

  • Your order number.
  • Clear photographs of the damaged product.
  • Photographs of the outer packaging and shipping label.
  • Photographs of the batch number and manufacturing or packing date, where available.
  • A brief description of the issue.

Please retain the product and its packaging until our customer support team advises you on the next steps.

Depending on the issue, we may arrange a replacement, refund or another appropriate resolution.

1.2 Incorrect Product Delivered

If you receive a product different from the one you ordered, please contact us within 24 hours of delivery.

Please provide your order number and photographs of the product received, its packaging and the batch or product label, where available.

After reviewing the issue, we will communicate the appropriate resolution, which may include a replacement or refund.

1.3 Spoiled, Expired or Quality-Related Issues

If a product appears spoiled, has passed its stated expiry date, has a compromised seal or raises a genuine food safety concern, please stop using or consuming it and contact us promptly.

Please share your order number, photographs of the product, batch details, expiry or best-before date, as applicable, and a description of the concern.

We will investigate the issue and provide an appropriate resolution in accordance with applicable law.

1.4 Missing Items

If an item is missing from your delivered order, please contact us within 24 hours of delivery.

Share your order number and photographs of the received products and packaging, if available. We will verify the order details and assist with the appropriate resolution.

2. Cancellation Policy

If you wish to cancel an order, please contact us as soon as possible at support@sweetroot.co.in, quoting your order number.

  • Before dispatch: We will make reasonable efforts to cancel the order if it has not yet been dispatched.
  • After dispatch: Cancellation may no longer be possible once the order has been handed over to the delivery partner.
  • Orders that cannot be fulfilled: If we are unable to fulfil an order due to stock unavailability or other circumstances, we will notify you and arrange a refund for the amount paid for the unfulfilled order.

Cancellation requests will be handled in accordance with applicable law and the status of the order.

3. Refund Policy

Refunds may be considered in the following circumstances:

  1. Order cannot be fulfilled: A product is unavailable, or we are unable to dispatch the order after payment has been received.
  2. Incorrect product delivered: We confirm that the delivered product differs from the product ordered.
  3. Damaged or defective product: We verify that a product arrived damaged or defective.
  4. Food safety or quality issue: We confirm a genuine issue requiring a refund or other remedy.
  5. Missing items: We confirm that one or more items paid for were not delivered.
  6. Other legally applicable circumstances: A refund or other remedy is required under applicable law.
  7. Refunds will be assessed based on the nature of the issue, the information provided and the applicable legal requirements.

Where a refund is approved, it will generally be initiated to the original payment method used for the purchase. If that is not reasonably possible, we will coordinate an appropriate alternative in accordance with applicable law.

4. Refund Processing Time

Once a refund is approved, we will initiate the refund process within 5–7 business days, unless a different timeline is required by applicable law or communicated to you for a specific reason.

The time taken for the refund to appear in your account may depend on your bank, card issuer or payment service provider.

If the refund has been initiated but has not appeared within the expected period, please contact us with your order number and available payment reference.

Any legally mandated refund timelines will take precedence over the timelines stated in this policy.

5. Replacement Policy

Where appropriate and subject to product availability, we may offer a replacement for a product confirmed to be damaged, defective or incorrectly delivered.

If a suitable replacement is unavailable, we may provide a refund or another appropriate remedy.

We will communicate any necessary collection, replacement delivery or other instructions through our customer support team.

You should not return any food product unless our team has provided instructions. This helps preserve product traceability and maintain food safety.

6. Return Shipping and Additional Charges

Where a return or replacement is approved because of an error attributable to us, such as an incorrect or damaged product, we will communicate the applicable return or replacement arrangements.

We will not impose return or handling charges contrary to applicable law.

For any other return request, including a voluntary change-of-mind request where permitted, any applicable costs and conditions will be communicated before the return is arranged.

7. Conditions for Raising a Request

To help us resolve your issue efficiently, please:

  • Provide the correct order number and contact details.
  • Report delivery-related issues within the stated 24-hour window wherever possible.
  • Share clear photographs and relevant product or batch information.
  • Retain the product and packaging until we provide further instructions.
  • Avoid consuming products that appear unsafe, spoiled or tampered with.

The 24-hour reporting window helps us investigate shipping and product condition issues promptly. It does not remove any consumer rights or remedies available under applicable law.

8. How to Request a Return or Refund

To raise a return, replacement, cancellation or refund request, contact us using the details below.

Email: support@sweetroot.co.in

Please include the following information in your email:

  • Your full name.
  • Order number.
  • Date of purchase and delivery, if applicable.
  • Product name.
  • Description of the issue.
  • Relevant photographs or supporting information.

Our team will review your request and communicate the next steps.

9. Policy Changes

Sweet Root reserves the right to update this policy from time to time to reflect changes in our operations, products or applicable legal requirements.

Any revised policy will be published on this page with an updated effective date. Changes will not override rights or remedies that customers have already acquired under applicable law.

10. Contact Information

For assistance with returns, refunds, cancellations or product concerns, please contact:

Brand: Sweet Root
Legal Company Name: TAMANNA SWEETNER PRODUCTS PRIVATE LIMITED
Website: https://sweetroot.co.in
Email: support@sweetroot.co.in
Registered Office: KH No. 353, Murad Nagar, Firozpur, District Ghaziabad, Uttar Pradesh – 201206, India.
Grievance Email: support@sweetroot.co.in

We are committed to reviewing customer concerns fairly and resolving them in accordance with our policies and applicable law.