How to Request a Return on Rootsy

Need to return a product purchased on Rootsy? Follow the steps below to submit your request and understand what happens next.

Step 1: Check Whether Your Product Is Eligible

Before submitting a request, review the product listing and applicable return conditions.

You may be eligible to request a return if:

• Your product arrived damaged or defective.

• You received the wrong product.

• The product materially differs from its description.

• The product is unsafe or suspected to be counterfeit.

• The seller's return policy permits the return.

Return Request Deadline

Rootsy's standard return-request window is generally 14 days from delivery, subject to the applicable seller or product-specific return conditions, permitted exceptions, and consumer protection laws.

The return window begins from the earliest delivery confirmation recorded by the carrier, tracking system, or Rootsy.

We recommend submitting your return request as soon as possible after receiving your order.

Are All Products Eligible for Returns?

Change-of-mind returns, incorrect sizing, and ordering errors depend on the seller's policy, product type, and applicable rules.

Some products, including digital downloads, personalized goods, perishables, and certain hygiene products, may be non-returnable except where an applicable exception or legal right applies.

Important: A product marked Final Sale or Non-Returnable may still qualify for an appropriate remedy if it is defective, damaged, unsafe, counterfeit, materially not as described, or otherwise covered by applicable consumer protection laws.

Step 2: Submit Your Return Request

Submit your request through your Rootsy buyer account, the available support process, or another approved return channel.

Include the following information:

• Order number: Identify the purchase.

• Product name: Specify the item you want to return.

• Reason for return: Explain why the product is being returned.

• Description of the issue: Describe any damage, defect, incorrect item, or other concern.

• Supporting evidence: Attach clear photos or videos of the product and packaging, where relevant.

• Shipping label: Include a photo if it helps document the issue.

Providing complete information helps Rootsy and the seller assess your request.

Step 3: Wait for the Review

The seller is generally required to respond within 48 hours.

Your request will be reviewed based on the order details, product eligibility, applicable policies, and evidence provided.

If the seller does not respond within the required timeframe, Rootsy may make a decision using the available evidence.

Submitting a request does not guarantee that the return will be approved.

Step 4: Follow the Return Instructions

If your return is approved, follow the instructions provided for your specific order.

• Use the authorized return address and shipping instructions.

• Use a Rootsy-generated return label if one is provided or available.

• Keep your shipping receipt and tracking details.

• Return the product in its required condition, with the original packaging and accessories where applicable.

Approved returns must generally be shipped within seven days of approval.

Do not send your product to an unconfirmed address.

Step 5: Understand Return Shipping Fees

Return shipping costs depend on the reason for the return and the applicable policy.

If the return is caused by seller error, a defective product, an incorrect item, or another qualifying seller-responsible issue, the seller may be responsible for return shipping.

For eligible buyer-preference returns, such as a change of mind or ordering error, return shipping costs and/or a $15 CAD Return Processing & Logistics Fee may apply where appropriately disclosed.

Rootsy will confirm an applicable fee before you are required to proceed with the return.

Step 6: Wait for the Refund Decision

Once the returned product is received, it may be inspected to confirm its condition, completeness, and eligibility.

Return approval does not automatically guarantee final refund approval.

If a refund is approved, Rootsy's policy generally provides for processing within 14 business days of refund approval. Your bank or payment provider may take additional time to post the funds.

Refunds are generally issued to the original payment method, subject to the applicable policy and available payment-processing options.

What If I Cannot Submit a Return Request?

If you cannot access the return process through your account, or you are unsure how to proceed, contact Rootsy Customer Support.

Include your order number, product name, reason for the return, and any relevant photos or supporting information.

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

Email: support@rootsy.ca

Our team can help you understand the next steps under Rootsy's applicable policies.

Rootsy — Stronger Together, Locally Rooted.