At Rootsy, we want you to shop with confidence. If a product arrives damaged, is defective, is incorrect, or does not match its description, you can contact us to request assistance.
Returns and refunds are subject to the applicable seller policy, product eligibility, Rootsy's Refund & Dispute Resolution Policy, and applicable consumer protection laws.
This guide explains when you may request a return, how the process works, and what to expect.
1. When Can I Request a Return?
You may be eligible to request a return when:
Your product arrives damaged.
Your product is defective.
You receive the wrong item.
The product materially differs from its description.
The product is counterfeit or suspected to be counterfeit.
The product is unsafe or prohibited.
The seller's return policy permits the return.
Rootsy determines that a return should be allowed.
For change-of-mind returns, incorrect sizing, ordering errors, or similar buyer-preference reasons, eligibility depends on the seller's policy, product type, Rootsy's policy, and applicable law.
2. Is Every Product Eligible for a Return?
No. Some products may be marked non-returnable or final sale.
These may include:
Perishable goods, food, and beverages.
Flowers, plants, and similar perishables.
Custom-made or personalized products.
Personal care, hygiene, and certain opened cosmetic products.
Intimate products.
Hazardous or flammable materials.
Digital or downloadable products.
Products explicitly marked final sale.
Always review the product listing and applicable return conditions before purchasing.
A non-returnable designation does not automatically eliminate rights that may apply when a product is defective, unsafe, materially misdescribed, incorrect, or otherwise covered by applicable law.
3. How Long Do I Have to Request a Return?
Rootsy's standard policy generally provides a 14-day return-request window from delivery, subject to the applicable seller/listing terms, product eligibility, exceptions, and consumer protection laws.
The policy identifies the earliest delivered marking recorded by the carrier, tracking system, or Rootsy as the starting point for the return window.
If you believe an item qualifies for a return, contact Rootsy as soon as possible rather than waiting until the deadline.
4. How Do I Request a Return?
To request a return:
Sign in to your Rootsy buyer account.
Locate the relevant order and product.
Use the available return-request or support process.
Provide your order number and product name.
Explain why you are requesting the return.
Attach clear photos or videos when relevant, including images of the product, packaging, and shipping label.
Provide any additional information requested during the review.
If you cannot submit a return request through your account, contact Rootsy Customer Support for assistance.
5. What Happens After I Submit My Request?
Your request will be reviewed according to the applicable policy and the circumstances of your case.
The seller is generally required to respond within 48 hours. If the seller does not respond within the required timeframe, Rootsy may make a decision based on the available evidence.
Depending on the circumstances, the outcome may include return approval, a refund, a partial refund, a replacement, or another appropriate resolution.
Submitting a return request does not automatically guarantee approval or a refund.
6. Who Pays for Return Shipping?
Responsibility for return shipping depends on the reason for the return and the applicable policy.
Seller-responsible issues: If the return involves seller error, a defective product, an incorrect item, a counterfeit item, an unsafe product, or a product materially not as described, the seller may be responsible for return shipping.
Buyer-preference returns: If the return is due to a change of mind, incorrect size, ordering error, or similar buyer-controlled reason, you may be responsible for return shipping costs and/or the applicable Return Processing & Logistics Fee.
A return-processing fee of $15 CAD may apply to eligible buyer-preference returns where it has been appropriately disclosed. Rootsy will confirm the fee before you are required to proceed.
The fee may be waived in circumstances specified by Rootsy's policy.
7. How Quickly Must I Ship an Approved Return?
Approved returns must generally be shipped back within seven days of return approval.
Follow the return instructions provided for your specific order. Return shipping labels may be generated through Rootsy's logistics tools where available.
If you do not dispatch the return within the applicable timeframe, the approval may expire and the refund may be denied or reduced in accordance with the policy.
Do not send a product to an address that has not been authorized for your return.
8. When Will I Receive My Refund?
Once a return is approved, the product may need to be inspected to confirm its condition, completeness, and eligibility.
Return approval and final refund approval are separate steps.
Rootsy's policy generally provides for refund processing within 14 business days of refund approval. Your bank or payment provider may require additional time before the funds appear in your account.
Refunds are generally issued to the original payment method, subject to the policy and available payment-processing options.
9. What If Only One Product in My Order Is Being Returned?
Rootsy connects buyers with independent sellers, so products within the same shopping session may have different return conditions.
If you want to return only one item, identify the specific product and follow the return process for that item.
For multi-seller orders, shipping, taxes, discounts, and refund amounts may be adjusted according to the affected products, seller, checkout structure, and applicable calculations.
Returning one item does not automatically mean that every other product in your order must be returned.
10. What If My Product Is Damaged, Defective, or Incorrect?
Contact Rootsy as soon as possible and provide:
Your order number.
The product name.
A description of the problem.
Clear photos or videos of the product and packaging, where relevant.
Photos of the shipping label, where available.
Any other information needed to assess the issue.
Depending on the evidence and applicable policy, possible outcomes may include a return, refund, replacement, partial refund, or another appropriate resolution.
11. What If the Seller and I Cannot Resolve the Issue?
If the issue cannot be resolved through the ordinary return process, contact Rootsy Customer Support or use the available Resolution Centre process.
Rootsy may review the order details, product listing, seller policy, communications, photos, tracking information, delivery confirmation, and other relevant evidence.
The resolution will depend on the facts of the case, the applicable policy, and any relevant legal requirements.
12. Need Help?
If you are unsure whether your product qualifies for a return, need help submitting a request, or have questions about a refund, contact Rootsy Customer Support.
Support Centre: https://support.rootsy.ca/support/home
Email: support@rootsy.ca
Please include your order number, product name, reason for the request, and relevant evidence so we can assist you more efficiently.
Rootsy — Stronger Together, Locally Rooted.
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