# Exchange and Return Policy | Roots

> Our Policy    Roots will gladly exchange or refund qualified items purchased up to 30 days after the purchase date with an original receipt Items must be in

Source: https://help.roots.com/en_ca/exchange-and-return-policy-BkO_HVEHq

Last updated: 2026-06-30T13:59:00.522Z

This policy applies to items shipped to customers in Canada.

  

## **OUR POLICY**  
  

Online purchases made on Roots.com or Shipped from Store merchandise may be returned by mail or to a Roots store location with an original receipt within 30 days after receiving the package. Items must be in their original state: unwashed, unworn, unaltered and must have all tickets attached. Not applicable on [final sale items](#final-sale).

All returned merchandise will be refunded in the original form of payment. Returned merchandise that was originally paid for by alternate tenders (e.g., gift cards, gift cards/pre-paid credit cards purchased via third-party platforms) other than cash, debit or credit card will receive an exchange or refund in the form of a store credit onto a Roots Gift Card. Cash will not be issued.

We are unable to process exchanges by mail at this time.

All returns and price adjustments are subject to validation and approval at Roots' discretion.

To protect our customers from fraudulent activity, Roots reserves the right to request valid photo ID for the purposes of validating customer information when processing a return or exchange.

  

## **HOW TO RETURN ONLINE OR SHIPPED PURCHASES**

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**Return to a Roots Store:** Purchases made on Roots.com or orders placed in a Roots location and shipped to you can be returned or exchanged at any Roots store free of cost with a valid order number or confirmation email.

**Return by Mail:** Purchases made on Roots.com or orders placed in a Roots location and shipped to you can be mailed back to us for return minus the return fees of CAD $12 if returning to original payment. Returns to a Roots gift card are always free of cost. Purchases made in a Roots location through a point of sale register must be returned to a Roots location. Orders returned to our warehouse without an official Roots return label are still subject to a CAD $12 restocking fee. 

**Please follow the instructions below to return your online order:**

1.  **INITIATE A RETURN**  
    From your account dashboard, click on "Order History". Click into the order you wish to return, and you will see a “Start a return/exchange” link on top. This will lead you to the [Returns Portal](https://www.roots.com/on/demandware.store/Sites-RootsCA-Site/en_CA/Order-Trackorder) using your order number and the email address used to place the order.
2.  **SELECT THE ITEMS TO BE RETURNED**  
    Select the item(s) you wish to return and the reason why you are returning the item.
3.  **HANDLING INSTRUCTIONS**  
    Follow the instructions provided in the portal for how you would like us to process your return. Please note: A refund to original payment method would incur a CAD $12 fee. A refund to a Roots Gift Card is free of cost.

  

## **REFUNDS**

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As noted in this policy, we only credit the original method of payment used to make the purchase. Please allow up to two billing cycles for the credit to appear on your statement.

**Combination Payment:** Returns for purchases made with a Roots Gift Card or e-Gift Card will be processed onto a new gift card and will be shared via email. If the original purchase was made using both a Gift Card and a Credit Card, the refund will first be applied to a new electronic gift card, up to the amount paid by the original Gift Card. Any remaining refund balance will then be issued back to the credit card.

Once our warehouse team has successfully processed your return, we will notify you via email of the total amount you will be receiving, less the return fees. If you do not receive your return email after 14 days, please get in touch with our [Customer Service team](#customer-service) with your order number and email and we will be happy to help you. Please allow up to 10 business days from the date your order is received to process and issue your refund.

  

## **HOW TO RETURN A GIFT**

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**With Original Receipt:** Returns made with the original receipt will be refunded to the original method of payment. To obtain an original receipt for online orders please visit [My Roots Account](https://www.roots.com/ca/en/login).

**With Gift Receipt:** Returns with a gift receipt must be made in a Roots location or you must contact our [Customer Service Team](#customer-service). Gift returns with a gift receipt may receive an exchange or store credit for the value paid onto a Roots Gift Card within 30 days of purchase. Cash will not be issued.

**Without Receipt:** Contact our [Customer Service Team](#customer-service).

  

## **FINAL SALE MERCHANDISE**

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No refunds, credits or exchanges on the following:

*   Any items ending in $0.87 or $0.98
*   Any sale item included in an additional percentage off promotion
*   Custom or personalized orders
*   Gift Cards
*   Jewelry
*   Swimwear
*   Limited Edition or Charitable item

  

## **PRICE ADJUSTMENTS**

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Roots offers a one-time only price adjustment on items purchased at regular price within 7 days of purchase. We may run promotions where a price adjustment will not be available. If a price adjustment is not available on any given promotion, it will be stated in the promotion terms and conditions. Price adjustments will be made onto the original method of payment. All returns and price adjustments are subject to validation and approval at Roots’ discretion.

Face masks are not eligible for any price adjustments.

  

## **CUSTOMER SERVICE**

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For more information, chat with Buddy, our customer assistant, or contact our Customer Service Team locally at [647-799-2694](tel:6477992694) or toll free at [1-888-30-ROOTS (76687)](tel:18883076687).