Cancellations can be made up until 3:00pm on the day following your order.

Please note that we cannot accept cancellations after this point due to reasons such as product arrangements.

Although we take every possible measure to inspect and manage the quality of our products, we will take responsibility for any returns or exchanges due to damage or soiling of the product during delivery. In that case, we would like you to understand the following points as a premise.
Vegetables and fruits that are grown without the use of pesticides or fertilizers and that take advantage of their natural characteristics may be inferior in appearance to those sold in general stores.
Of course, some of them are very beautiful to look at, but because no pesticides or fertilizers are used, some are more likely to have black spots or spots on the surface or skin.However, we still send you these fruits after determining that they are still delicious to eat.
Furthermore, even if thorough quality checks are carried out at the time of shipment, long-distance transportation is an extremely harsh environment for vegetables and fruits, and it cannot be said with certainty that deterioration will not occur during transportation unless, for example, chemicals to prevent deterioration are used.
We would be very grateful if you could accept that some of the shape, blemishes, and blackening of the product is natural and will still taste good.
Of course, if the product is too damaged to eat, we will refund you. We apologize for the inconvenience, but if this happens, please feel free to contact us. Please note that the refund policy will vary depending on the situation, as follows:

■ Damage or damage at the time of arrival

In the unlikely event that the item is damaged or broken, please contact us by email or phone within 24 hours of arrival. We will check the condition of the item upon arrival, so please be sure to take a photo and attach the image to your email. We will respond immediately depending on the situation.

■Returns and exchanges

Regarding returns and exchanges, please return the item to us. After checking the quality and condition, we will refund the product price excluding shipping. If you do not return the item, we will not be able to refund you. Thank you for your understanding. Vegetables and meat are fresh products and cannot be returned. (For this product, we will check the condition with a photo and then handle the return or exchange.) Rice and processed products can only be returned if they are unopened. (Please note that we cannot handle opened products.) Returns of products are limited to the condition they were in when they arrived, so we cannot accept them if the label is peeled off or the bag is torn.
Please contact us within 2 days of receiving the product and return it at your own expense. If you wish to exchange the product, we will only accept items that are in stock.

■ Regarding refunds

After you have completed the above steps for return/exchange, we will check the situation and then process the refund. Please note that the refund will be made in points.

Roots Purely

info-online@rootspurely.com
096-288-1561

1-17 Konyacho, Chuo-ku, Kumamoto City, Kumamoto Prefecture, 860-0025