At FITBRO, customer safety, product quality, and hygiene are key priorities. Since our products include food, nutritional, wellness, personal-care, and other consumable products, we maintain a strict No Return and No Exchange Policy.

No Returns or Exchanges

All products purchased from Goldenroot Private Limited are non-returnable and non-exchangeable once the order has been delivered.

We do not accept returns or exchanges for reasons including:

• Change of mind

• Product no longer required

• Customer preference or personal taste

• Incorrect product, flavour, quantity, or variant ordered by the customer

• Product not meeting personal expectations

• Opened, used, partially consumed, or tampered products

• Products purchased during promotional sales, special offers, or clearance sales

Customers are advised to carefully review the product details, ingredients, usage instructions, quantity, flavour, and other relevant information before placing an order.

Damaged, Defective or Incorrect Products

A replacement request may be considered only when:

• The product was received in a physically damaged condition;

• The delivered product is different from the product ordered;

• The product packaging was already open, leaking, or tampered with at the time of delivery; or

• The product received was expired at the time of delivery.

Such issues must be reported within 48 hours of delivery by emailing us at goldenrootpvtltd@gmail.com.

The email must include:

• Order number

• Customer’s registered name and contact details

• Clear photographs of the received product

• Photographs of the outer shipping package

• Photograph of the invoice and product label

• A continuous and clear package-opening video showing the shipping label and the issue

Requests submitted after 48 hours or without sufficient photographic or video evidence may not be accepted.

Replacement Assessment

All replacement requests are subject to verification and approval by Goldenroot Private Limited.

After reviewing the submitted evidence, we may:

• Approve a replacement for the affected product;

• Request additional information or evidence;

• Reject the request if the issue cannot be verified; or

• Provide another appropriate resolution at our discretion.

A replacement will be issued only for the same product, subject to stock availability. If the same product is unavailable, we may offer an alternative product of equivalent value, store credit, or another resolution considered appropriate.

Customers must not send any product back without receiving written instructions and approval from Goldenroot Private Limited. Unauthorised returns will not be accepted.

Refunds

Goldenroot Private Limited does not ordinarily provide refunds for delivered orders.

Where a replacement or another resolution cannot be provided, a refund may be considered solely at the discretion of Goldenroot Private Limited or where required under applicable law.

Any approved refund will be processed to the original payment method. The time required for the amount to reflect may vary depending on the customer’s bank, payment gateway, or financial institution.

Shipping charges, Cash on Delivery charges, convenience fees, and other transaction-related charges may be non-refundable unless required by applicable law.

Order Cancellation

Orders may be cancelled only before they have been processed, packed, or dispatched.

Once an order has been processed or dispatched, it cannot be cancelled, modified, returned, or exchanged.

Goldenroot Private Limited reserves the right to cancel an order due to product unavailability, pricing errors, payment verification issues, suspected fraudulent activity, delivery restrictions, or other operational reasons. Where payment has already been received for such a cancelled order, the applicable amount will be refunded.

Sale Items and Promotional Orders

Products purchased during sales, promotional campaigns, special offers, clearance sales, combo offers, or using discount codes are not eligible for return, exchange, or refund.

Delivery Refusal and Incorrect Information

Goldenroot Private Limited will not be responsible for failed delivery caused by:

• Incorrect or incomplete delivery address;

• Incorrect contact information;

• Customer unavailability;

• Refusal to accept the order;

• Failure to respond to delivery calls; or

• Delivery restrictions at the customer’s location.

Additional shipping or handling charges may apply if re-dispatch is approved.

Contact Information

For questions regarding damaged, defective, expired, tampered, or incorrectly delivered products, contact:

Goldenroot Private Limited
Email: goldenrootpvtltd@gmail.com

This policy does not restrict any mandatory consumer rights or remedies available under applicable law.