Returns & Exchanges

We strive to delight you, our valued Customers, with your shopping experience and amaze you with outstanding customer service. However, if you are unhappy with anything, we would rather know about it and make it right for you. If you have an issue with your delivery, or to return a product, or report a damaged product, please contact us at:

o Facebook: ROOTS - Organic Store and Juice Bar

o Hotline / Zalo / Whatsapp: (+84) 82 333 6868

o Email: shop@roots.vn

   1. We will be happy to refund or exchange any product under these circumstances:

a. For all orders:

i. Customers change their minds;

ii. Defective, damaged, or spoiled products that are caused by Roots or manufacturers;

b. For online orders only:

i. Products are tampered or not properly sealed upon receipt;

ii. Delivery of incorrect products or wrong quantity;

iii. Products get damaged during delivery.

   2. Kindly understand that we cannot accept returns on:

a. Perishable items including fresh foods, prepared foods, and products with a shelf-life of less than 30 days;

b. Commodities that require special storage and preservation conditions, such as frozen foods; 

c. Discount, clearance items.

*** For online purchases, please carefully check all the items upon delivery before proceeding with payment. Customers have the right to reject the delivery and refuse to pay if our couriers deliver incorrect orders or delivered goods are found spoiled. 

   3. Refund and exchange terms and conditions:

a. Products are returned within 07 days of purchase;

b. Products have not been used;

c. Products are in their original conditions, including tags and packaging (unless the defects or damages are caused by ROOTS or manufacturers); 

d. Accessories, warranty, voucher, and promotion gifts (if any) must be returned along with the original receipt or invoice;

e. Each item can be returned one time only;

f. ROOTS do not take responsibility for returning items that have been damaged during delivery. 

   4. Return and exchange methods:

a. If Customers want to return a faulty item caused by ROOTS or manufacturers, Customers can exchange it for the same product.  

b. If Customers want to return an item simply because they change their mind, Customers can exchange for any product of equivalent value. If the value is higher than the value of the item being exchanged, Customers will pay the difference. If lesser, the balance will not be refunded. 

   5. Return and exchange fee:

a. For faulty items, Customers can return for free and receive complimentary shipping service (Ho Chi Minh City only). 

b. If the items are not faulty, Customers will be responsible for the cost of return and delivery.  

   6. Refund policy:

a. Refund methods:

i. Once we receive the returned item, we will issue a refund to the original method of payment, be it via a payment gateway, bank transfer, or cash refund at the store. 

ii. Items bought with gift cards, vouchers, and membership points cannot be refunded in cash. Alternatively, Customers can make an exchange, as mentioned in article (4). 

b. Processing time:

i. ROOTS shall respond to Customers via email or text message within 01 working day after receiving the returned item. 

ii. If the returned item satisfies the terms and conditions in article (1), (2), and (3), Roots will proceed to refund the amount paid: 

o In cash: Customers will receive the money within 01 working day.

o Via bank account: The time it takes for a refund to get paid back into a Customer’s account depends on the bank's processing time.