At Rootsy, we want customers to shop with confidence. If there's a problem with your purchase or you need to request a return, we're here to help.
Because Rootsy is a marketplace connecting buyers with independent Canadian sellers, return eligibility can depend on the product, seller's return policy, reason for return, and applicable consumer protection laws.
This guide explains how to submit a return or refund request and what happens next.
Step 1: Check Your Return Eligibility
Before requesting a return, review the return conditions shown on the product listing and any applicable seller policies.
Under Rootsy's standard return policy, buyers generally have 14 days from the delivery date to request a return, unless different terms apply.
The return period begins when the order is marked delivered by the carrier, tracking system, or Rootsy.
Returns may be eligible for reasons including:
The product arrived damaged or defective.
You received an incorrect item.
The product is materially different from its description.
The product is suspected to be counterfeit or unsafe.
The seller's return policy permits the return.
Rootsy determines that a return is appropriate.
Change-of-mind returns depend on the seller's policy, the product category, and applicable Rootsy policies.
Step 2: Check Whether the Product Is Non-Returnable
Certain products may be marked as non-returnable or final sale.
Examples include:
Perishable goods, food, and beverages.
Flowers and plants.
Personalized or custom-made products.
Personal care, hygiene, and opened cosmetic products.
Intimate products.
Hazardous or flammable products.
Digital or downloadable products.
Products specifically marked as final sale.
These restrictions do not remove rights that may apply when products are defective, damaged, incorrect, unsafe, materially misdescribed, or protected under applicable law.
Always review the product's return conditions before placing an order.
Step 3: Submit Your Return Request
To request a return, use the available return-request process in your Rootsy account or contact Rootsy Customer Support.
You can reach our team at:
Support Centre: https://support.rootsy.ca/support/home
Email: support@rootsy.ca
Include the following information:
Your Rootsy order number.
Product name.
Reason for requesting the return or refund.
A brief explanation of the issue.
Clear photographs or videos where relevant.
Pictures of the packaging and shipping label if the item arrived damaged or incorrect.
Providing complete information can help us and the seller review your request more efficiently.
Step 4: Wait for Your Request to Be Reviewed
Once a return request has been submitted, the seller is required under Rootsy's policy to respond within 48 hours.
Rootsy may review the information provided by both the buyer and seller and intervene where necessary.
Approval depends on the reason for the request, product condition, return eligibility, applicable policy, and relevant evidence.
Please note: Submitting a return request does not automatically guarantee approval.
Step 5: Follow the Return Instructions
If your return is approved, follow the instructions provided for sending the item back.
Approved returns must generally be shipped within 7 days of return approval, unless otherwise directed.
Returned products should generally be:
Unused and in their original condition.
Complete, with all included parts and accessories.
Returned in their original packaging where applicable.
Accompanied by any relevant manuals, tags, or labels.
Do not send a product back without following the approved return instructions.
Step 6: Understand Return Shipping Costs
Who pays return shipping depends on the reason for the return and applicable policies.
Seller-related issues
If the return results from a defective, incorrect, counterfeit, unsafe, or materially misdescribed product, the seller may be responsible for applicable return shipping costs.
Buyer-preference returns
If you're returning an item because you changed your mind, ordered the wrong size, or made another buyer-controlled ordering error, you may be responsible for return shipping charges.
A $15 CAD Return Processing & Logistics Fee may also apply to eligible buyer-preference returns, subject to Rootsy's policy and applicable disclosure requirements.
Where this fee applies, Rootsy will confirm it before you're required to proceed with the return.
Step 7: Refund Processing
Approval of a return request does not always mean a refund has been finalized.
Returned products may need to be inspected to confirm their condition and return eligibility.
Once a refund is approved and processed:
Refunds are generally issued to the original payment method.
Rootsy generally processes approved refunds within 14 business days of approval.
Your bank or payment provider may require additional time to make the funds available.
The refunded amount may be full or partial, depending on the return reason, product condition, shipping charges, fees, and applicable adjustments.
Original shipping charges are generally non-refundable once the order has shipped, except where the return is seller-responsible or another applicable requirement applies.
Frequently Asked Questions
Can I return a product after 14 days?
Late return requests may be declined, but exceptions can apply under Rootsy's policy, seller approval, product safety concerns, or applicable law.
Contact Rootsy Support for assistance.
Can I return a personalized product?
Personalized or custom-made products may be non-returnable. However, you may still have rights if the item is defective, damaged, incorrect, unsafe, or materially different from its description.
Can I cancel an order instead of returning it?
You may request cancellation before an order ships.
Cancellation is not guaranteed and depends on the order status, seller processing, product type, and applicable policies.
Once an order ships or a shipping label has been generated, cancellation is generally unavailable. An eligible return may be required instead.
What if I received the wrong item?
Contact Rootsy Support as soon as possible. Include your order number, photographs of the item received, and relevant packaging information.
What if my refund hasn't arrived?
If your refund has been approved but you haven't received it, check with your bank or payment provider and contact Rootsy Support with your order information.
Can I get a partial refund?
Partial refunds may be available depending on the circumstances and Rootsy's review of the issue.
What if the seller doesn't respond?
Sellers are required to respond to return requests within 48 hours. If the seller does not respond, Rootsy may review the available evidence and make a decision.
Need Additional Assistance?
If you need assistance with a return, refund, cancellation, or product issue, please contact Rootsy Customer Support.
Support Centre: https://support.rootsy.ca/support/home
Email: support@rootsy.ca
Include your order number and a description of the issue so we can assist you.
Rootsy — Stronger Together, Locally Rooted.
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