Refund policy

Refund Policy

We have a 30-day return policy. This means you have 30 days after receiving your item to request a return.

Eligibility for Returns
To be eligible for a return, your item must be unused, in the same condition that you received it, in its original packaging, and include all original parts and accessories. You will also need the receipt or proof of purchase.

How to Start a Return
To request a return, please contact us first at info@gardenroots.shop.

Returns must be sent only after your request has been reviewed and approved. Items sent back without prior contact and approval will not be accepted.

Return address:
Room 1101, 2-14-15 Sasazuka, Shibuya-city, Tokyo, Japan

Non-returnable Items
The following items cannot be returned or exchanged:
- Custom-made products
- Personalized products
- Sale items
- Gift cards
- Items that have been used
- Items damaged after delivery
- Items returned without original packaging, parts, or accessories

Damaged, Defective, or Incorrect Items
Please inspect your order upon arrival. If your item is defective, damaged, or if you received the wrong item, please contact us at info@gardenroots.shop as soon as possible so that we can review the issue and make it right.

Returns for Customer Convenience
We do not accept returns or exchanges for customer-convenience reasons such as:
- change of mind
- ordering by mistake
- the item not matching expectations
- size or dimension mismatch

Exchanges
We do not offer direct exchanges.
If your return is approved, the fastest way to get a different item is to place a new order separately.

Cancellations
Orders cannot be canceled once production or shipping preparation has started.
If you need to request a cancellation, please contact us as soon as possible after placing your order.

Refunds
Once we receive and inspect your approved return, we will notify you whether your refund has been approved.
If approved, refunds will be issued to your original payment method within 10 business days.
Please note that it may take additional time for your bank or credit card company to process the refund.

If more than 15 business days have passed since your refund was approved, please contact us at info@gardenroots.shop.

European Union 14-Day Cooling-Off Period
If your order is shipped to a country within the European Union, you may have the right to cancel or return your order within 14 days, subject to applicable law.
However, this does not apply to custom-made or personalized items where exemptions are permitted by law.
To be eligible, the item must still be unused, in its original packaging, and in the same condition in which it was received.