Shop confidently. We are here to support you when an eligible order does not go as expected.
Rootsy connects Canadian buyers with independent Canadian sellers. Buyer Protection provides a clear process for reporting eligible order, product, shipping, return, and refund issues.
Important:Buyer Protection is subject to the order details, available evidence, the seller's disclosed return policy, and Rootsy's applicable terms and policies. A refund or replacement is not automatic and will depend on Rootsy's review of the case.
Buyer Protection may apply to an eligible order when:
The order does not arrive and the tracking or carrier investigation supports the claim
The product arrives damaged or broken
The wrong product, size, colour, or variant was sent
The product is defective, does not work, or is missing required parts
The product is materially not as described in the listing
The product is suspected to be counterfeit, unsafe, prohibited, or recalled
A seller does not respond to an eligible issue and Rootsy must review the request
Rootsy may require order information, tracking records, photos, video, packaging evidence, product details, and platform messages before deciding a claim.
Buyer Protection may not apply to:
Buyer-choice returns when the seller does not accept returns
Items marked Final Sale or Non-Returnable, unless the item is damaged, defective, incorrect, unsafe, prohibited, or materially not as described
Perishable, personalized, custom-made, personal-care, hygiene, digital, hazardous, or other restricted items where returns are not permitted
Damage, misuse, alteration, improper storage, or normal wear occurring after delivery
Delivery problems caused by an incorrect, incomplete, inaccessible, or outdated buyer-provided address
Theft or loss after a carrier has confirmed delivery, unless the available evidence supports another conclusion
Unauthorized off-platform payments, shipping arrangements, or transactions
Fraudulent claims, false evidence, item switching, empty-box claims, excessive return abuse, or chargeback abuse
For buyer-choice returns, eligibility depends on the seller's return policy. If a seller does not accept returns, the item cannot be returned because of a change of mind, size, colour, preference, suitability, or another personal reason. This does not remove protection for an item that arrives damaged, defective, incorrect, incomplete, unsafe, or materially not as described.
Log in to your Rootsy account, open the relevant order, and select Report an Issue or Request a Return.
Select the reason that best matches the problem and provide a clear written explanation.
Provide the requested photos, video, packaging images, shipping label, tracking details, or other supporting information.
The seller may be asked to respond or provide information. Sellers are generally required to respond to return and dispute requests within 48 hours.
Rootsy may review the order, listing, seller policy, tracking, delivery records, evidence, payment records, and platform messages.
Depending on the evidence and applicable policies, Rootsy may approve or deny a return, full or partial refund, replacement, refund without return, payout adjustment, continued investigation, or another appropriate resolution.
If an order is lost, significantly delayed, delivered to the wrong address, arrives damaged, or is marked delivered but cannot be located, submit an issue through your Rootsy account.
Rootsy may request:
Photos of the product and shipping box
Photos of the packaging material and shipping label
Tracking information and delivery confirmation
A short written explanation
Any additional information requested by the seller, courier, eShipper, or Rootsy
Rootsy may coordinate an investigation or claim with the seller, eShipper, courier, or logistics provider. Carrier claim approval, reimbursement, replacement, or refund is not guaranteed and depends on the evidence, carrier terms, and Rootsy's final review.
If damage resulted from inadequate packaging, incorrect labelling, or another seller-controlled issue, the seller may be responsible.
The buyer pays the shipping charges displayed at checkout unless a specific Rootsy or seller promotion states otherwise.
For an eligible buyer-choice return, a $15 Return Processing & Logistics Fee applies. Original shipping charges and the tax charged on original shipping are non-refundable.
The $15 fee is waived when Rootsy approves the return as a seller-fault or courier/shipping issue. Rootsy will determine responsibility based on the reason and available evidence.
Before submitting an eligible buyer-choice return, the buyer should see the estimated refund, the $15 fee deduction, whether original shipping is refundable, and the final estimated refund amount.
A return request must be submitted within 14 calendar days of the order being marked as delivered, unless a different rule is shown before purchase or another exception applies under Rootsy policy or applicable law.
Approval of a return request does not automatically guarantee a full refund. The returned item may be reviewed or inspected for condition, completeness, damage, missing components, or consistency with the approved return reason.
A resolution may include:
Full refund
Partial refund
Replacement
Refund without requiring the item to be returned
Return approval with specific instructions
Return or refund denial where the request is ineligible or unsupported
Approved refunds are generally issued to the original payment method. Processing time may vary depending on Stripe, the card issuer, the buyer's bank, and other payment-network timelines.
Rootsy may limit, suspend, or deny Buyer Protection where it identifies fraud, misleading information, suspicious return activity, excessive claims, false or manipulated evidence, item switching, empty-box returns, repeated delivered-but-not-received claims, chargeback abuse, or another misuse of the Platform.
Rootsy may also restrict or terminate accounts and may provide relevant evidence to payment processors, logistics providers, regulators, or law enforcement where appropriate.
All order, return, refund, shipping, and dispute communication should remain within Rootsy's platform so the information can be reviewed if a problem occurs.
Off-platform communication, payment, shipping, or return arrangements may limit Rootsy's ability to verify the issue and may result in the loss or limitation of Buyer Protection.
Rootsy is an online marketplace and logistics coordinator. Rootsy does not manufacture, own, inspect, store, package, warehouse, or physically deliver products listed by independent sellers.
Rootsy supports eligible buyers by providing order-management tools, return and refund workflows, evidence review, shipping-claim coordination, dispute support, and platform enforcement where appropriate.
This page provides a general summary of Rootsy Buyer Protection. Eligibility, returns, refunds, shipping issues, and disputes are governed by the Buyer Terms & Conditions, Refund & Dispute Resolution Policy, Shipping & Fulfilment Policy, Prohibited Products & Acceptable Use Policy, the seller's disclosed return settings, and other applicable Rootsy terms. If there is any inconsistency, the applicable policy terms will govern.
Rootsy Buyer Support:
support@rootsy.ca
Include your order number and a brief description of the issue.
