Rootsy's 14-Day Return Policy
At Rootsy, every purchase supports a Canadian small business. Our return process is designed to protect buyers while remaining fair to the sellers you support.
Important: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 affect your protection if the item arrives damaged, defective, incorrect, incomplete, or materially not as described. Please review the return information on the product page before purchasing.
A return request must be submitted within 14 calendar days of the order being marked as delivered.
The item must meet the return conditions shown on the product page and in the seller's return policy.
You may request a return when:
The wrong item, size, colour, or variant was sent
The item is defective or does not work
The item arrived damaged
Parts or components are missing
The product is materially different from its description
The order arrived after the estimated delivery window and requires review
The seller accepts buyer-choice returns and the item meets the seller's return conditions
For an eligible buyer-choice return, the item must generally be:
A buyer-choice return is a return requested for a personal reason when the seller, courier, and Rootsy are not at fault.
Examples include:
Changed mind
Bought by mistake
No longer needed
Not suitable for personal preference
Incompatible or not useful for the buyer's intended purpose
A $15 Return Processing & Logistics Fee applies to eligible buyer-choice returns. This fee helps cover return coordination, return logistics, refund processing, and getting the product back to the seller.
For buyer-choice returns, the original shipping charge and the tax charged on original shipping are non-refundable.
Before the return request is submitted, the buyer must see the estimated refund, the $15 fee deduction, and the final refund amount.
The $15 Return Processing & Logistics Fee will be waived for an approved seller-fault or courier/shipping issue, including:
Wrong item or variant sent
Missing parts
Defective product
Materially inaccurate product description
Seller-caused product or packaging issue
Product damaged in transit
Lost shipment or delivery to the wrong address
Rootsy will review the request and determine whether the seller, courier, or another party is responsible.
The following items are generally non-returnable:
Perishable products, including food, beverages, flowers, and plants
Personal care, hygiene, or sanitary products
Custom-made or personalized products
Digital products
Hazardous or flammable products
Products clearly marked as Final Sale or Non-Returnable
Buyer protection may still apply if a non-returnable item arrives damaged, defective, incorrect, incomplete, or materially not as described.
Log in to your Rootsy account, open your Orders page, and select Request a Return.
Choose the reason that best describes the issue.
Add a short explanation and upload the required photos or video.
Review the refund amount, any applicable $15 fee, and whether original shipping is refundable.
Rootsy will review the request and provide the next steps if it is approved.
Use the approved return process or shipping label and follow the return instructions.
The refund is processed only after the applicable approval, return scan, evidence review, or item inspection is completed.
Photos, video, and a written explanation may be required for damaged, defective, incorrect, incomplete, or misrepresented items.
For shipping damage, the buyer may be asked to provide:
Photo of the damaged product
Photo of the shipping box
Photo of the packaging material
Photo of the shipping label
A short written explanation
Rootsy may coordinate a claim with eShipper or the courier. If damage was caused by inadequate seller packaging, the seller may be responsible.
Delivery dates shown on Rootsy are estimated and may vary because of seller dispatch, courier pickup, buyer location, weather, and third-party logistics timelines.
An item is considered late for review only when it is delivered after the estimated delivery window shown at checkout.
If the item arrives within the estimated delivery window and the buyer no longer wants it, the request is treated as a buyer-choice return and the seller's return policy applies.
Refunds are returned to the original payment method after the applicable approval and return conditions are completed.
Refund timing may vary depending on the payment provider and financial institution.
For buyer-choice returns, the refund generally includes the eligible product amount and applicable product tax, less the $15 Return Processing & Logistics Fee. Original shipping and the tax charged on original shipping are not refunded.
For approved seller-fault or courier/shipping cases, Rootsy may approve a full or partial refund based on the evidence and circumstances.
In some cases, Rootsy may approve a refund without requiring the item to be returned. This may apply to:
Very low-value items
Damaged or unusable products
Perishable products
Cases where the return cost is higher than the product value
Rootsy will provide instructions if a return is not required.
If the buyer and seller cannot resolve the issue, Rootsy may review the order details, tracking, product listing, uploaded evidence, and messages.
Rootsy will make the final decision based on the available information and the applicable policies.
Buyer protection applies to issues such as:
Rootsy monitors excessive returns, fraudulent claims, misuse of Buyer Protection, and chargeback abuse.
Rootsy may restrict or deny return or refund requests where repeated misuse or fraud is identified.
All return, refund, and dispute communication must remain within Rootsy's messaging system.
Off-platform communication may limit Rootsy's ability to verify the case and provide Buyer Protection.
Rootsy is committed to a return and refund process that is clear, fair, and respectful to both buyers and Canadian small businesses.
