REFUND & RETURNS POLICY

 

Last Updated: October 2026

This Refund & Returns Policy applies to purchases made from www.grassrootswellness.id, operated by PT Akar Rumput Asia, trading as Grass Roots Wellness.

Legal Business Name: PT Akar Rumput Asia
Trading Name: Grass Roots Wellness
NIB: 2105250030364
Email: info@grassrootswellness.id
Phone: +62 822 6684 0251

We want you to receive your Grass Roots Wellness order in good condition and exactly as ordered. If something has gone wrong, contact us and we will work to put it right.

1. 30-Day Money-Back Guarantee

Try Hydrate Me. If it is not for you, for any reason, contact us within 30 days of the date you placed your order. Return the product to us at your own cost, and once we receive it we will refund the price you paid for the product.

How it works

- Time limit: contact us within 30 days of the date you placed your order. This is the only window for a guarantee refund.
- Reason: you do not need to give one.
- Returns: every guarantee claim requires you to return the product to us, whether it is opened, used or unopened. Return shipping is paid by you.
- How to claim: email info@grassrootswellness.id or message +62 822 6684 0251 on WhatsApp with your order number. Please do not send anything back before we reply with return instructions.
- Our response: we will reply within 2 business days. If we approve your refund, we will email you return instructions.
- Return window: you have 7 days from the date of our approval email to send the product back. Please do not send anything back before you receive that email.
- Proof of postage: you must show us proof of postage (such as a courier receipt or tracking number) dated on or before the 7th day. If we receive the product after the 7th day but your proof of postage is dated on or before the 7th day, the return is accepted and your refund will be processed.
- Late returns: if you cannot show proof of postage dated on or before the 7th day, and we receive the product after the 7th day, the return does not meet this policy and no refund is due, unless Grass Roots Wellness and you agree otherwise.
- Extensions: you can ask for more time. We may approve or decline an extension request for any reason, and a request does not mean it will be approved.
- When you are refunded: your refund is processed once we receive the returned product, within 3 business days of it arriving.
- What you get back: the price you paid for the product.
- How you are refunded: to your original payment method where reasonably possible. Processing times depend on your bank, card provider or payment service.

What to know

- The guarantee applies to Hydrate Me bought directly from www.grassrootswellness.id. If you bought from another store or reseller, please contact that seller.
- The guarantee can be used once per customer and per delivery address. We may decline repeated or abusive claims.
- Shipping charges you paid on an order are not refunded under this guarantee, and you pay the cost of sending the product back. Shipping within Indonesia is free. Where an order arrived damaged, incorrect or incomplete, section 2 applies instead.
- Subscriptions: if you subscribe, the guarantee still runs for 30 days from the date of your initial purchase only. It does not restart with later renewals. Because a subscription delivers 3 pouches (3 months of product) at once, if you claim a refund you must return all remaining unused pouches to us, at your own cost.
- You can cancel your subscription at any time, with no reason needed. Cancelling stops future renewals. It does not refund any order already charged. The only time a refund can be claimed on a subscription is within the first 30 days after your initial purchase, under this guarantee. See our Terms of Service for how to cancel.
- This guarantee is in addition to your rights under applicable Indonesian consumer protection law and to section 2 below.

2. Damaged, Defective or Incorrect Products

Please contact us if your order:

- contains the wrong product;
- is missing a product;
- arrives with a broken, opened or tampered seal or package;
- arrives with the product itself damaged, such as broken or spoiled powder or capsules; or
- has another genuine product or fulfilment issue.

What counts as damaged

Couriers handle parcels roughly, and we cannot guarantee that packaging will arrive uncreased or unfolded. If the packaging is intact and has not been tampered with, creases, folds or marks on the packaging do not count as damaged goods.

If the packaging arrives intact with no tampering, but when you open it the physical product itself, such as the powder or capsules, is broken, spoiled or damaged, this does count as damaged goods.

Contact info@grassrootswellness.id with:

- your order number;
- a brief description of the issue; and
- photographs of the product itself and the packaging.

We will assess the issue and, where appropriate, offer a replacement, refund or other suitable resolution. Where we ask you to return a product because it was damaged, incorrect or incomplete, we will cover the return shipping.

3. Change of Mind

Because Grass Roots Wellness products include consumable wellness, nutritional and herbal products, we generally cannot accept returns of opened or used products due to hygiene, safety and product-integrity requirements. The 30-Day Money-Back Guarantee in section 1 is the exception for Hydrate Me: it covers a refund of the product price when you contact us within 30 days of your order date and return the product to us.

If you change your mind before your order has been dispatched, contact us as soon as possible. We will try to cancel the order before dispatch, although cancellation cannot be guaranteed once fulfilment has begun.

For unopened products that have already been delivered, please contact us before returning anything. Returns are subject to our approval and applicable consumer law.

4. Product Results

Individual responses to wellness, nutritional and herbal products vary.

A product not producing the particular result a customer expected does not, by itself, mean that the product is defective. This does not limit the 30-Day Money-Back Guarantee, which does not depend on whether the product is defective.

Testimonials, reviews and customer experiences displayed on our website represent individual experiences and do not guarantee specific results.

If you experience any unwanted effects, stop using the product and consult a doctor.

5. Returns

Do not send a product back to us without first contacting our customer service team.

If a return is approved, we will provide instructions regarding where and how the product should be returned. Returns under the 30-Day Money-Back Guarantee are required, and return shipping is paid by you.

Products returned without prior approval may not be accepted.

6. Refunds

Where a refund is approved, it will generally be returned using the original payment method where reasonably possible. Where a return is required, the refund is processed once we receive the returned product.

Processing times may vary depending on the bank, card provider or payment service used for the original transaction.

Shipping charges may not be refundable unless the refund relates to an incorrect, damaged or defective order or where otherwise required by applicable law. See section 1 for how shipping works under the 30-Day Money-Back Guarantee.

7. Order Cancellations

If you need to cancel an order, please contact us as soon as possible at info@grassrootswellness.id.

If the order has not yet entered fulfilment or been dispatched, we will make reasonable efforts to cancel it.

Once an order has been dispatched, our normal return conditions apply, and the 30-Day Money-Back Guarantee may still be available, as long as you contact us within 30 days of your order date.

8. Consumer Rights

Nothing in this Refund & Returns Policy is intended to exclude, restrict or modify any rights or remedies available to customers under applicable Indonesian consumer protection law that cannot legally be excluded, restricted or modified.

9. Contact Us

For returns, refunds or order problems, please contact:

PT Akar Rumput Asia
Trading as Grass Roots Wellness

NIB: 2105250030364

Email: info@grassrootswellness.id
Phone: +62 822 6684 0251

Please include your order number when contacting us about an existing purchase.