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Introduction

At Roots Design Ltd, we believe in the personalised aspect of our products. We put a great deal of effort into continually improving the tools and offerings for our customers. The variants of our matero are huge, which is why we are convinced that our matero are as unique as our customers.

Unfortunately, however, such a fully sprsonised product is surrounded by a large number of exceptions to what is a legal handling of returns and complaints. Please see below for details of our privacy policy.

1. Returnable products:

• Yerba mate mugs without personalisation (engraving) can be returned provided they have not been used.
• Yerba mate is returnable if the packaging has not been opened.
• Bombillas are not returnable due to their personal nature (contact with the mouth).

1. Return options:

• Replacement of the product in case of defects (cracked wooden shell, unsealed glass) or compensation in the form of a credit to be used in the shop.
• The ultimate: a full refund.
• Possibly a discount to be used on subsequent purchases in the shop.

1. Returns of personalised products: Engraved mugs are not returnable or exchangeable due to their unique nature.
2. Product condition: Products must be intact (unused) when returned. Only mugs without engraving may be returned.
3. Turnaround time: 30-dayreturn window from date of purchase.
4. Proof of purchase: Digital purchase documents that are in the system are accepted. The customer must express his or her will electronically.
5. Cost of return: The customer pays the shipping costs for the returned product.
6. Defective products: Returns of defective products are possible upon documentation of damage caused by the manufacturer or the carrier.
7. Return notification procedure:

• The customer must notify the wish to return to the e-mail address: cs@roots-design.pl with a description of the situation and pictures of the product.
• The team will process the application within 5 working days.

1. Order cancellation: The customer can cancel the order before it is processed, preferably by telephone, due to the fast production organisation.