Simple, fair, and designed with the community in mind.
At Rootsy, every purchase supports a real small Canadian business — a creator, a local shop, a newcomer entrepreneur, a family-run brand. We value that connection deeply. But we also understand that sometimes things don't go as planned.
Our 15-Day Return Policy is created to protect buyers while still being fair to the small businesses you support. We aim to keep the process simple, respectful, and transparent for everyone.
This page explains exactly how returns and refunds work on Rootsy.
If your order arrives damaged, defective, incorrect, or not as described, you're protected.
You can request a return within 15 days of delivery, and Rootsy will help coordinate the entire process.
We believe in fair commerce — a system where buyers feel safe, sellers feel respected, and the community thrives.
Every eligible item comes with a 15-day return window, beginning the day your package is marked as delivered.
This applies unless the item is clearly marked as Non-Returnable on the product page (as permitted by our Refund & Dispute Policy).
You may request a return if:
The item arrived damaged
The item is defective
The item is not as described
You received the wrong product
The seller's store policy allows returns for size, colour, or preference
To qualify, items must be:
This matches the "Buyer Eligibility for Returns" requirements in our Refund & Dispute Policy.
Some items are Non-Returnable, unless they arrived damaged or incorrect. These include:
Perishables (food, beverages, flowers, plants)
Personal care or hygiene products
Custom-made or personalized items
Digital goods
Hazardous or flammable materials
Items clearly marked as 'Final Sale'
These categories come from the Non-Returnable Items section of your Refund Policy and your Prohibited/Restricted Products policies.
The return process is simple:
Go to your Orders page and click "Request a Return."
Provide a short explanation and upload photos if applicable (helps speed up approval).
Sellers must respond within 48 hours, as required by their Seller Agreement and expectations.
They may:
Once approved, Rootsy generates a shipping label through our partner eShipper.
If damaged/defective/incorrect:
Seller pays return shipping
If change of mind:
Buyer pays return shipping
(as per Refund Policy Section 5)
Rootsy uses a fair shared shipping model for original orders (Buyer 70% / Seller 20% / Rootsy 10%) as outlined in our Shipping Policy.
During returns:
Seller's mistake:
The seller covers the cost if the item is damaged, incorrect, or defective.
Buyer's preference:
The buyer covers the cost if the return is based on preference.
Rootsy's 10% original shipping contribution is not refundable, because it represents platform and logistics service costs (Refund Policy Section 11).
In some cases, returning the product is unnecessary — for example:
Rootsy or the seller may offer a refund without return, as allowed under Refund Policy Section 6.
Once the seller receives and inspects the returned item:
Your refund is processed to your original payment method
Typically takes 5–10 business days for credit/debit cards
PayPal and bank refunds may process faster
(Refund Policy Section 10)
Sellers are required to process refunds promptly after receiving the item, as outlined in their Seller Obligations.
If you and the seller cannot reach an agreement within 5 business days, Rootsy steps in.
Our Resolution Centre will:
(reflecting Refund Policy Section 7)
You are always protected against:
Items not delivered
Damaged products
Incorrect products
Major listing inaccuracies
Rootsy's decision is final to ensure fairness for both buyers and sellers.
If your order is lost or arrives damaged:
Buyers remain protected through the entire process.
(as per Refund Policy Section 8)
To protect sellers, Rootsy monitors for:
Rootsy may limit or deny returns/refunds for accounts showing repeated misuse (Refund Policy Section 12).
All communication must remain inside Rootsy's messaging system.
Off-platform communication risks voiding Buyer Protection and violates platform rules (Refund Policy Section 13).
We believe shopping should feel safe, fair, and human.
Our return and refund system protects you while respecting the livelihood of Canadian small businesses who depend on your support.
Every return request is handled with care, compassion, and fairness — because trust is the heart of Rootsy.
