How Long Do Refunds Take on Rootsy?

If you've requested a refund for a Rootsy purchase, you may be wondering when the money will appear in your account.

At Rootsy, we aim to process approved refunds within a reasonable timeframe while ensuring that applicable return conditions, seller responsibilities, and payment requirements are met.

This guide explains refund processing times, payment methods, and what to do if your refund is delayed.

1. How Long Does a Rootsy Refund Take?

Under Rootsy's Refund & Dispute Resolution Policy, approved refunds are generally processed within 14 business days of approval.

Please note:

• The processing period generally begins after refund approval.

• Business days generally exclude weekends and statutory holidays.

• Your bank, card issuer, or payment provider may require additional time to make the refunded funds available.

• Some refunds may require further inspection or verification before final approval.

Important: Submitting a refund request does not automatically mean the refund has been approved.

2. Understanding the Refund Process

Depending on the circumstances, your refund may involve several stages.

Stage 1: Return or Refund Request Submitted

You submit a request through Rootsy's available support or return process.

Provide your order number, product details, reason for requesting a refund, and any required supporting evidence.

Stage 2: Seller or Rootsy Review

The seller or Rootsy reviews your request.

For return requests, sellers are required to respond within 48 hours under Rootsy's policy.

Additional information may be requested.

Stage 3: Return and Inspection, Where Required

If your return is approved, you may be instructed to send the product back.

Approved returns must generally be shipped within 7 days of return approval, unless otherwise directed.

Returned products may be inspected to confirm their condition and eligibility.

Return approval does not always guarantee final refund approval.

Stage 4: Refund Approval and Processing

Once your refund is approved, Rootsy generally processes it within 14 business days of approval.

Stage 5: Funds Become Available

After the refund has been processed, your payment provider or financial institution may take additional time to display the funds.

The exact timing depends on the provider and payment method.

3. Where Will My Refund Be Sent?

Refunds are generally issued to the original payment method used for the purchase.

For example, if you paid with a credit or debit card, an approved refund would generally be returned through that payment method.

If refunding the original payment method is unavailable, Rootsy may provide another legally permitted refund method, account credit, or alternative resolution.

4. Will I Receive a Full or Partial Refund?

Refund amounts depend on the circumstances.

You may receive a full or partial refund based on:

• The reason for the return.

• The condition of the returned product.

• Applicable seller return policies.

• Original shipping charges.

• Return shipping costs.

• Applicable processing fees.

• Discounts and order adjustments.

• Relevant consumer protection requirements.

Original shipping charges are generally non-refundable once an order has shipped, unless the return is seller-responsible or another applicable requirement provides otherwise.

Applicable tax refunds are calculated according to Rootsy's system calculations and relevant tax rules.

5. Refunds for Cancelled Orders

If you request cancellation before shipment and your cancellation is approved, the applicable refund is processed according to Rootsy's policy and payment-provider timelines.

If the seller cancels an order before delivery because they cannot fulfil it, you will generally receive a full refund for the cancelled item or order, including applicable taxes and shipping charges associated with the cancelled item.

For multi-seller orders, refund amounts may be adjusted separately for affected items or sellers.

6. Why Might My Refund Be Delayed?

Refund processing may take longer when:

• A returned product requires inspection.

• Additional information or evidence is needed.

• There is an unresolved buyer-seller dispute.

• A return does not match its approved conditions.

• The payment processor requires additional processing.

• Your bank or card issuer takes longer to post the funds.

If a return is incomplete, altered, damaged after delivery, or otherwise inconsistent with its approved conditions, the refund may be reduced, delayed, or denied under Rootsy's policy.

7. What Should I Do if My Refund Hasn't Arrived?

If your refund has been approved but you haven't received the funds:

1. Review any refund-related communication from Rootsy.

2. Confirm whether the refund has been approved or processed.

3. Check the original payment method used for the purchase.

4. Review your recent banking or card transactions.

5. Contact your bank or payment provider if Rootsy has confirmed that the refund was processed.

6. Contact Rootsy Customer Support if you still need assistance.

When contacting Rootsy, provide your order number and the relevant refund details.

Never share your full payment card number, security code, password, or one-time verification code.

Frequently Asked Questions

Does the 14-business-day period begin when I request a refund?

No. Rootsy's policy generally measures refund processing time from refund approval, not from the date the request was first submitted.

Are weekends included in the refund processing period?

The policy specifies business days, rather than calendar days.

Will my refund appear immediately after Rootsy processes it?

Not necessarily. Your bank, card issuer, or payment provider may require additional processing time.

Can I receive my refund through a different payment method?

Refunds are generally returned to the original payment method. If that is unavailable, Rootsy may offer another legally permitted method or alternative resolution.

Will shipping charges be refunded?

Original shipping charges are generally non-refundable once the order has shipped, unless the return is seller-responsible or another applicable requirement applies.

Can I receive a partial refund?

Yes. Partial refunds may be appropriate depending on the product condition, reason for refund, applicable fees, and other circumstances.

Does return approval mean my refund is guaranteed?

No. Returned products may be inspected, and final refund approval depends on the applicable return conditions and review findings.

What happens if a seller cancels my order?

If the seller cannot fulfil an order and cancels it before delivery, the buyer will generally receive a full refund for the affected item or order, including applicable taxes and associated shipping charges.

Need Help With Your Refund?

If you have questions about refund approval, processing times, or a delayed refund, contact Rootsy Customer Support.

Support Centre: https://support.rootsy.ca/support/home

Email: support@rootsy.ca

Please include your Rootsy order number and a description of your concern.

Rootsy — Stronger Together, Locally Rooted.