Shop confidently. We've got your back.
When you shop on Rootsy, you support a real small business in Canada — and we take that responsibility seriously. Rootsy Buyer Protection ensures that every order you place is safe, supported, and covered from the moment you click "Buy" until the package is in your hands.
We want you to feel confident, cared for, and protected — always.
This policy explains exactly how we protect you, what's covered, and what you can expect from us when something doesn't go as planned.
Rootsy was built to support small Canadian businesses, but never at the cost of buyers feeling unsafe or unprotected.
You deserve:
A smooth and secure buying experience
Honest sellers
Real support when issues arise
Fair resolutions
Clear policies you can trust
We are here for you every step of the way.
Rootsy Buyer Protection applies automatically to every eligible order placed on the platform. You're covered if:
Tracking shows no delivery or movement for an unreasonable period.
We protect buyers from carrier damage or improper packaging.
Wrong size, colour, variation, or a completely different item.
Product failures, missing parts, or unusable items are covered.
Misleading photos, incorrect details, or product quality issues.
If a seller becomes unresponsive for 48 hours after a request, Rootsy steps in.
This aligns fully with Rootsy's Buyer T&Cs (Sections 5 & 6) and Refund/Dispute Policy (Sections 3, 5, 7).
To keep Rootsy fair for everyone, buyer protection does not apply to:
Change of mind returns (unless seller allows)
Items marked Non-Returnable
Perishables, custom-made, or personal-care goods (unless damaged/incorrect)
Damage caused by misuse after delivery
Orders where buyers attempt off-platform communication or payment
This follows the Non-Returnable Items and Prohibited Products guidelines.
We made the process simple so you never feel stuck.
Click "Report an Issue" or "Request a Return".
Upload photos if applicable. Clear, honest details help speed up the process.
Sellers must reply within 48 hours as part of their Seller Agreement.
If you and the seller can't resolve the issue within 5 business days, Rootsy's Resolution Centre reviews and makes a fair decision within 5–7 business days.
We protect you from stress, confusion, and back-and-forth frustration.
If your order is lost or damaged:
Sellers open a claim through Rootsy
Rootsy works with eShipper and carriers directly
Carrier insurance determines compensation
Buyer receives a refund or replacement depending on the case
This process follows Shipping Policy Section 7 and Refund Policy Section 8.
You are protected no matter what.
To make shipping fair for everyone, Rootsy uses a shared model:
Buyer pays
Seller pays
Rootsy contributes
This shared approach is part of Rootsy's commitment to affordability and sustainability. (Buyer T&Cs Section 5; Shipping Policy Section 3.)
If a product is:
❗ Damaged: Seller pays return shipping.
❗ Wrong item received: Seller pays return shipping.
❗ Defective: Seller pays return shipping.
❗ Buyer changed their mind: Buyer pays return shipping (unless seller allows otherwise).
This maintains fairness for both buyers and small sellers.
Once a return is approved:
Seller must inspect and process refunds within 5 business days
Refund is issued to the original payment method
Timelines depend on the payment provider (5–10 business days)
This matches the refund timeline outlined in Refund Policy Section 10.
Refunds may be:
Full refund
Partial refund (if agreed under dispute)
Refund without requiring return (for low-value or damaged goods)
Every case is handled fairly.
To ensure fairness for all users, Rootsy Buyer Protection may not apply in cases of:
Suspicious behaviour or fraud attempts
Chargeback abuse
Excessive or repeated return claims
Off-platform communication or payment attempts
Use of false evidence or manipulated photos
Rootsy monitors for abuse under Refund Policy Section 12.
We protect honest buyers — and honest sellers.
For your safety and clear documentation:
All order-related communication must remain on Rootsy
Off-platform communication may void Buyer Protection
Rootsy uses conversation logs to verify claims and fairly resolve disputes
(Refund Policy Section 13)
Rootsy is:
A facilitator
A mediator
A logistics coordinator
A community-driven support system
We do not manufacture, own, or inspect products (as stated in Buyer T&Cs Section 2).
But we do protect our buyers with all available tools and policies.
Rootsy was created to uplift Canadian small businesses — but that mission only works if buyers feel safe, valued, and protected.
Buyer Protection ensures:
Trust
Fairness
Transparency
Confidence
Peace of mind
Because buying from small businesses should feel good — not risky.
Email:
contact@rootsy.ca
Hours:
Monday–Friday, 10 AM–6 PM EST
Subject line:
Buyer Protection Support
Rootsy is always here to support you.
