Terms & Conditions

Effective from: January 01, 2025

I. GENERAL PRINCIPLES AND TERMS

1. Definitions

• ROOTS Organic Store and Juice Bar (ROOTS): Operated by An Nhien Organic Company Limited, ROOTS runs both the e-commerce Website and physical retail outlets, offering organic, high-quality food, beverages, cosmetics and daily household essentials in Vietnam.
• Website: The e-commerce platform accessible at https://roots.vn/, owned and managed by ROOTS.
• Customer: Any individual or organisation purchasing products via the Website, phone, other online platforms, or directly at ROOTS locations.
• Product: Any item sold by ROOTS, including but not limited to food, beverages, other health-oriented goods, and household supplies.
• Order: A confirmed transaction made by a Customer to purchase one or more products from ROOTS.
• Change: Any amendment, update, or removal of content made by ROOTS to these Terms & Conditions.

2. General Regulations

• Product Compliance: All products sold on the Website must fully comply with Vietnamese laws regarding quality standards, food safety and hygiene, origin, product labeling, and other applicable legal requirements. ROOTS is committed to offering only genuine products with clear origin and documentation, and does not sell prohibited, restricted, counterfeit, or unverified goods.
• Transparency and Fairness: All activities conducted on the Website must be transparent, fair, and in full alignment with consumer protection regulations. ROOTS prioritises the rights of its customers and strives to maintain a reliable and trustworthy shopping experience.
• Acceptance of Terms & Conditions: By accessing or using the Website, the Customer confirms that they have read, understood, and agreed to the current Terms & Conditions. ROOTS is responsible for clearly publishing any updates or changes to these Terms & Conditions on the Website. If a Customer does not accept the changes, they are advised to stop using the Website. Continued use after updates have been posted will be considered as acceptance of the revised Terms.
• Customer Responsibilities: The Customer affirms and guarantees that:

(i) They are at least 15 years old, or are accessing the Website under the supervision of a parent or legal guardian; and

(ii) They have the full legal capacity to enter into, perform, and take responsibility for civil transactions in accordance with Vietnamese law.

II. TRANSACTION PROCESS

1. Price

• Selling Price: Product prices are clearly stated on the sales invoice and are valid at the time the Customer places the order. All prices include Value Added Tax (VAT) in accordance with Vietnamese law.

2. Placing an Order

ROOTS accepts orders through the following channels:

(i) In-person at ROOTS locations,

(ii) Via our hotline,

(iii) Online through our Website at https://roots.vn, and other online platforms.

ROOTS reserves the right to refuse or cancel any order if there are reasonable concerns about the order’s authenticity, payment capability, or other irregularities, in accordance with applicable laws. Customers will be promptly informed of such decisions.

Customers are responsible for providing complete and accurate order details, including full name, delivery address, contact number, and any other relevant information. ROOTS is not liable for delays, losses, or failed deliveries resulting from incorrect or incomplete information provided by the Customer.

To avoid duplication and confusion, Customers are advised not to place the same order through multiple channels (e.g., Website, hotline, or in-store) simultaneously.

Orders placed after office hours (8:00 am - 5:00 pm) or on weekends might be processed on the next business day. ROOTS’ operating hours are posted on the Website and may be subject to updates.

For urgent orders, Customers are encouraged to use other online platforms or visit the nearest ROOTS location for immediate assistance.

3. Shopping Process

• Step 1: The Customer browses and selects the desired products, then clicks the “Add to Cart” button or the shopping cart icon to add items to their order list.
• Step 2: Once all desired items are added, the Customer reviews the cart carefully - checking prices, quantities, and product details.
• Step 3: Any discount codes or vouchers can also be applied at this stage. The Customer selects the payment method and delivery method before clicking “Proceed to Checkout”.
• Step 4: The Customer may either log in to their account (if previously registered) or enter all required order information, including full name, contact number, delivery address, and any notes regarding preferred delivery time or invoice details (if needed).
• Step 5: After verifying all order details, the Customer must tick the box confirming agreement with the Terms & Conditions before proceeding. The Customer clicks “Place Order.” ROOTS will send a confirmation message along with an order number to the Customer via email or SMS.
• Step 6: Once the order is confirmed, ROOTS will arrange delivery based on the provided details. If the recipient cannot be contacted, delivery may be delayed.
• Step 7: ROOTS delivers the goods, or the Customer may collect the order directly from the store. The invoice will be provided at the time of handover.
• Step 8: The Customer should inspect the items upon receipt and sign to confirm full and satisfactory delivery. If any issues such as damaged packaging or incorrect expiration dates are identified, the Customer should return the item to the delivery staff immediately for exchange or refund.
• Step 9: Upon successful delivery, ROOTS will issue an electronic VAT invoice (if requested) and send it to the Customer’s registered email address.

4. Payment Policy

• Step 1: The Customer reviews the product details in the cart and proceeds to place the order.
• Step 2: The Customer confirms all order information and verifies the total amount.
• Step 3: The Customer selects a preferred payment method and proceeds with payment. ROOTS currently supports the following options:

(i) Bank transfer: Customers may pay via bank transfer to the ROOTS account.

(ii) Cash on Delivery (COD): Available for selected delivery areas within central Ho Chi Minh City or for in-store purchases.

Currency: All transactions are made in Vietnamese Dong (VND).

Foreign-issued cards: Customers using international bank cards may be subject to exchange rate differences or fees, based on the regulations of their issuing bank. The applicable rate at the time of payment will be used.

III. DELIVERY POLICY

• Delivery Commitment: ROOTS is committed to delivering orders as quickly and reliably as possible, using either our in-house team or trusted third-party delivery partners.
• Free Delivery: ROOTS may offer free delivery as part of special promotions or for eligible orders. Specific terms and conditions for free delivery will be announced on the Website or communicated at the time of order.
• Shipping Fees: For orders that do not qualify for free delivery:

(i) If the order is placed via hotline or fanpage, the delivery fee will be provided directly by our staff.

(ii) For Website and other online platform orders, any applicable delivery fee will be automatically calculated and shown clearly on the checkout page before the Customer confirms the order.

• Order Cancellation: To request cancellation of an order, Customers are kindly asked to contact the ROOTS hotline at 082 333 6868 or our fanpage as soon as possible. Cancellations may not be possible once the order has been prepared or dispatched.
• Delivery Time:

(i) For inner-city areas of Ho Chi Minh City:

The estimated delivery time is between 1 to 3 working hours, starting from the time the order is successfully confirmed, unless otherwise requested by the Customer (e.g., for scheduled deliveries at specific times).

(ii) For outer districts or suburban areas of Ho Chi Minh City:

Delivery time may vary depending on the distance and the courier’s schedule. Specific delivery details will be provided to the Customer at the time of order confirmation.

• Confirmation of Goods Receipt:

(i) Responsibility for Order Verification and Product Condition: The Customer or their designated recipient is responsible for inspecting the condition and quantity of the goods at the time of delivery. Any issues related to missing items, incorrect products, or visible damage must be reported to ROOTS or the delivery staff immediately upon receipt.

(ii) Notification of Unsuccessful Delivery or Missing Items: If an order is not delivered, only partially delivered, or if any items are lost during transit, the Customer must notify ROOTS within 24 hours from the time the order was delivered or was expected to be delivered. This enables ROOTS to promptly resolve the issue by resending the missing items or processing a refund where applicable.

IV. PRODUCT RETURN & REFUND POLICY

1. Reasons for Accepting Returns and Exchanges

ROOTS accepts returns or exchanges in the following cases:

• Incorrect Product Delivery: The item received is not the correct type, variant, or quantity as confirmed in the original order.
• Incorrect Product Information: The actual product differs from what was described or shown in terms of ingredients, expiration date, or other key details that affect the Customer’s purchasing decision.
• Manufacturer Defects or Quality Issues: The product shows signs of spoilage, has damaged packaging, lacks freshness, or has visible defects such as cracks, stains, or deformation caused during manufacturing or handling by ROOTS.
• Change of mind: Returns or exchanges requested solely because the Customer no longer wants or likes the product.

2. Conditions for Accepting Returns and Exchanges

Products are returned within 07 days of purchase.

The issue must be clearly attributable to ROOTS (e.g., product error, quality problem). The Customer must provide clear photographic evidence for ROOTS to assess and verify the issue before initiating the return or exchange.

While ROOTS does not impose a strict time limit for returns, each case will be handled flexibly and in good faith, as long as the product is not subject to exclusion under the non-returnable conditions outlined in Section 6.3.

Returned products must be unused, in their original packaging, with labels and seals intact, and accompanied by the original purchase invoice.

Kindly visit the following link for more detailed information: 

https://roots.vn/page/returns-exchanges.html 

3. Cases Not Accepted for Return or Exchange

ROOTS does not accept returns or exchanges in the following cases:

(i) Products that have been damaged due to improper handling, usage, or storage by the Customer after delivery.

(ii) Products with broken seals, missing labels, or packaging that is no longer intact (e.g., cracked containers, torn wrappers).

(iii) Products that are expired or have passed their best-before date at the time the return request is made.

(iv) Perishable goods, including fresh produce, prepared meals, and items with a shelf life of less than 30 days.

(v) Products requiring special storage conditions (e.g., frozen foods or items that must remain refrigerated).

(vi) Discounted or clearance items marked as final sale.

4. Notification Timeframe for Support

The Customer is responsible for carefully checking the condition and quantity of products at the time of delivery. If there are any issues, the Customer may refuse the item and must notify ROOTS within 24 hours for assistance with a return, exchange, or refund.

Requests made after this timeframe will be considered on a case-by-case basis, and support will be provided depending on the specific situation.

5. Return and Exchange Process

Customers must process returns or exchanges through the same ROOTS location or sales channel where the original purchase was made.

The product may be returned to the store for condition verification, along with the original receipt.

Within 1 to 3 working days of receiving the return/exchange request and the product, ROOTS will inform the Customer of the outcome. If accepted, the return or exchange will be completed within the following 1 to 2 working days.

The replacement product will be either the same item or another of equal or greater value, depending on availability and the Customer’s preference.

Customers may communicate their preferred replacement product via any channel - Messenger, hotline, email, or in person - and ROOTS will arrange the exchange accordingly, based on mutual confirmation.

6. Refund Policy

Refunds are issued in Vietnamese Dong (VND) only.

Refunds can be processed by cash, bank transfer to a Vietnamese bank account, or by issuing a ROOTS voucher, depending on the Customer’s preference and the nature of the original payment.

Once a refund is approved, it is usually processed instantly. In some cases, particularly with bank transfers, it may take up to 2 - 3 working days due to bank processing times.

Refunds apply in cases such as returning manufacturer-defect or quality-issue products, overpayment, order errors, or payment issues caused by technical or staff-related mistakes.

V. CUSTOMER RIGHTS & BENEFITS

Customers have the right to be informed and to participate in the transaction process as outlined in Section II – Transaction Process of ROOTS.

Customers are entitled to clear, accurate, and transparent information regarding products, services, pricing, purchasing terms, and policies.

Customers have the freedom to select goods and services that suit their needs and to make informed decisions based on the information provided.

Customers have the right to receive products that meet ROOTS’ quality standards and are free from defects that could impact health, safety, or consumer rights.

Customers may raise concerns, file complaints, or request compensation if their rights are affected, and will receive support in resolving any disputes fairly.

Customers’ personal information must be securely protected, used only for legitimate transaction purposes, and not shared with third parties without prior consent.

VI. CUSTOMER INFORMATION & DATA PRIVACY

1. Collection of Information

Customers may be required to register an account on the ROOTS Website and provide necessary personal information such as full name, address, phone number, and payment details to complete a transaction.

Registering as a loyalty member offers additional benefits and conveniences throughout the shopping experience.

Customers are responsible for ensuring that all information provided is complete, accurate, and up to date. ROOTS is not liable for any loss, delay, or dispute resulting from incorrect or outdated information submitted by the Customer.

ROOTS commits to collecting only the minimum personal information necessary to fulfill services and process transactions. Data will not be collected beyond what is reasonably required for those purposes.

2. Storage and Security of Information

ROOTS is committed to complying with all applicable legal regulations on personal data protection and information security. Customer data and transaction history are securely stored on ROOTS' internal systems.

To ensure safe transactions and reduce risk, Customers should never share payment details via email or unsecured communication channels. ROOTS is not responsible for any damages or risks resulting from the Customer's voluntary exchange of sensitive information over such platforms.

Customers must not use software, tools, or any other methods to interfere with or alter ROOTS' Website system. Activities intended to damage, exploit, or compromise the system are strictly prohibited and will be addressed in accordance with the law.

ROOTS applies appropriate technical and organizational safeguards to prevent unauthorised access, data breaches, or loss of Customer information.

Personal information is retained only for as long as necessary, based on legal requirements and the purpose for which it was collected.

3. Use of Customer Information

ROOTS only uses Customer personal information for the following purposes:

(i) To deliver products to the address provided by the Customer;

(ii) To process orders and respond to any issues, requests, or inquiries from the Customer;

(iii) To share promotional offers, discounts, campaigns, or information related to contests and rewards (if applicable);

(iv) To provide relevant services, updates, or product recommendations based on the Customer’s preferences and shopping behavior;

(v) To adjust, improve, and secure ROOTS' products, services, Website, and internal systems;

(vi) To optimize Website performance, including marketing campaigns and communication efforts to enhance the user experience;

(vii) To store and back up data for system maintenance, troubleshooting, or operational continuity;

(viii) To comply with legal obligations and cooperate with authorized government agencies where required by law.

Customers are responsible for maintaining the confidentiality of their account and password and should not share this information with any third parties.

4. Sharing Customer Information

ROOTS is committed to respecting customer privacy and protecting personal information. We do not share Customer data with third parties, except in the following situations:

(i) With trusted service partners involved in fulfilling the Customer’s order - such as delivery providers, messaging platforms, payment processors, or refund/compensation services - as required to complete the transaction or service.

(ii) When required by competent government authorities or as mandated by applicable laws and regulations.

(iii) With third parties only upon the Customer’s explicit consent, on a case-by-case basis.

5. Use of Cookies

ROOTS may automatically collect certain information through Cookies and server logs when Customers visit the Website and consent to their use. This may include data such as language preferences, browser type, IP address, and usage patterns.

Cookies help ROOTS recognise returning Customers, remember personal settings, and diagnose technical issues - ultimately improving Website functionality and enhancing the overall shopping experience.

Customers may choose to disable Cookies via their browser settings; however, doing so may impact certain features or reduce the convenience of using the Website.

6. Customer Rights Related to Personal Information

Customers have the right to access, update, or delete their personal information, and to request that ROOTS stop using their data for specific purposes such as marketing or promotional communications. These rights can be exercised through the following methods:

(i) Logging in to their account on the ROOTS Website to directly edit or delete personal details.

(ii) Contacting ROOTS via hotline at 082 333 6868 or email at shop@roots.vn to request changes, corrections, or deletion of stored information, or to opt out of marketing communications.

VII. PROTECTION OF VULNERABLE CUSTOMERS

1. Purpose and Scope of Data Collection

ROOTS may collect personal data on the Website www.roots.vn, including (but not limited to) name, phone number, email address, delivery address, and date of birth. This information is collected for the purpose of fulfilling transactions, complying with legal obligations, and improving services, including:

(i) Processing and delivering orders;

(ii) Providing customer support;

(iii) Sending notifications related to orders and promotions;

(iv) Personalising customer experiences;

(v) Ensuring compliance with legal regulations.

Customers are responsible for keeping their account credentials (username, password, and email) secure. In case of suspected misuse or a security breach, the Customer must notify ROOTS immediately for assistance.

2. Scope of Use and Legal Requirements

Customer information is only used for the purposes disclosed at the time of collection. ROOTS does not use or share data for other purposes without prior consent, except in the following cases:

(i) Fulfilling product or service requests;

(ii) Notifying Customers of transactions or service updates;

(iii) Preventing fraud or account misuse;

(iv) Responding to Customer inquiries or complaints;

(v) Complying with legal requests from authorities such as courts, investigative police, or regulatory bodies.

ROOTS may be required to provide Customer information to competent government agencies as per Vietnamese law. Outside of these exceptions, no third party is permitted to access Customer data without explicit consent.

3. Data Retention

Customer personal information will be stored until either:

(i) The Customer requests its deletion, or

(ii) The legally required retention period expires.

If an account is found to be inactive or fraudulent for more than 6 months, ROOTS reserves the right to remove or archive the related data from its system.

4. Authorised Access and Data Management

Only authorised ROOTS personnel may access Customer personal data. Customers may:

(i) Log in to their account to view, update, or delete information

(ii) Contact ROOTS via 082 333 6868 or shop@roots.vn for assistance with correcting or removing their personal data

In cases of unauthorised disclosure or third-party misuse, Customers can file a complaint directly with ROOTS. The issue will be investigated, resolved, and feedback will be provided with clear justification.

5. Commitment to Data Protection

ROOTS is fully committed to ensuring the confidentiality and security of all personal and transactional data. Customer information is collected and used only with consent, except where legally required. 

ROOTS does not sell, trade, or disclose Customer information to unrelated third parties.

All digital records, including order history and invoices, are stored securely within ROOTS' data systems.

6. Protection of Vulnerable Customers

ROOTS fully complies with Vietnamese consumer protection laws related to vulnerable customer groups, including:

(i) Elderly individuals;

(ii) People with disabilities;

(iii) Children;

(iv) Ethnic minorities and residents of economically challenged areas;

(v) Pregnant women or mothers with children under 36 months;

(vi) Individuals with serious illnesses;

(vii) Low-income households.

Our commitment includes:

(i) Prioritising feedback and complaints from these groups;

(ii) Ensuring clear communication regardless of language or background;

(iii) Prohibiting discrimination or exploitation based on vulnerability;

(iv) Handling complaints in-house unless legally required to involve a third party;

(v) Providing written explanations when a request or complaint is declined, including relevant legal references.