Returns and exchanges policy

1. POLICY OF RETURNS

Our returns policy is governed by Royal Legislative Decree 1/2007, of November 16, approving the revised text of the General Law for the Defense of Consumers and Users, as well as by Law 7/1996 on the Regulation of Retail Trade, amended by Law 47/2002 to adapt it to European Directive 97/7/EC.

At Roots Barefoot, customers have 14 calendar days from receipt of the order to exercise their right of withdrawal, in accordance with current legal regulations. In addition, our commercial policies offer a simple returns process, also with a period of 14 calendar days , provided that the products are in their original condition: unused, in their original packaging and with all accessories included.

Requirements for return:

  • The product must be in perfect condition, unused, with tags and in its original packaging.
  • It is essential that the product is well packaged to avoid damage.
  • In case of damage due to inadequate packaging, the return will not be accepted.

Product conditions :

  • Footwear must be in perfect condition, with no signs of use that would prevent it from being sold. This includes clean soles and materials without deformations or signs of wear.
  • It is recommended to try on shoes on clean, smooth surfaces to avoid damage during the trial period.

Return process:

  • When requesting a return through our REVENI platform, you will receive a return label to drop off the package at the designated office (according to the carrier indicated on the label).
  • There is no need to print the label, just show the barcode.
  • With REVENI, we manage refunds quickly and easily. Once you request the refund through our platform, you can choose the refund option that best suits your needs:
    1. Refund to original payment method: The amount will be refunded directly to the payment method you used to make the purchase, and will be available within 1 to 3 days, depending on your bank.
    2. Instant Transfer : This option allows the refund to be processed into your bank account in less than 10 seconds. Ideal if you need the refund immediately.
    3. Store Credit: The refund amount is applied as a credit to your Roots Barefoot account, allowing you to use it on future purchases. Store credit is processed in just 1 second.

Returns due to manufacturing or handling errors:

  • If the reason for the return is a defect in the product or shipping by Roots Barefoot, the return costs will be covered in full by us as long as the product has not been used.
  • If a purchased product has a manufacturing defect after use, it will be replaced at no cost to the customer.
    It is important to note that, as this is a used product, the amount paid will not be refunded.

Return restrictions:

  • Products in the ROOTS CARE, SOCKS and INSOLES range cannot be returned or exchanged for hygiene reasons.
  • The refund includes the value of the product, but not the original shipping costs (€4.20).

Returns of used products :

  • Returns of products that show obvious signs of use beyond an initial test will not be accepted, as they cannot be resold.
  • The customer is responsible for ensuring that the product meets their expectations during the permitted trial period.

How to make a return?

  • Make the return on our website through the section " How to manage size changes and returns? ", following the instructions and accessing our returns platform ( Reveni ).
  • Enter your order number and email address on the platform and select the product to return/exchange.
  • The cost of the return (€6) will be deducted from the refunded amount.

For any further queries, please contact us at contact@rootsbarefoot.com .

The return price is €6.




2. SIZE EXCHANGE POLICY

We offer size exchanges on our barefoot shoe models. However, due to our limited stock, it may happen that the desired size is not available at the time of the exchange. The price of the size exchange is €5.

How to make a size change?

  • Manage the change through our returns platform ( Reveni ) in the " How to manage size changes and returns? " section of our website.
  • Enter your order number and email address on the platform and select: change size.
  • You can select a size change in the same color or another.

What should be done when changing sizes?

You will take the size you do not want to an office of the selected logistics company. Remember to protect the original box so that it reaches us in good condition.

On the other hand, the new size will arrive at your home within the next 24/48 hours.

The price of the size change is €5.


Are there products that CANNOT be exchanged or returned?

Based on the current law cited at the beginning of this page, the following returns are NOT accepted:

  1. Articles that are in contact with the body during use : For hygiene reasons, this type of article cannot be returned or exchanged. Examples: Complete Root Care range, Anatomical Socks and insoles.
  2. Items that are not suitable for resale . They must be returned in the same condition in which they were received, with their original individual packaging and all their labels, in perfect condition. Used items are not accepted.

Frequently Asked Questions about Returns and Exchanges with REVENI

1. How long will it take to receive my refund?

  • Non-instant refund : It may take up to 15 days, as the order must arrive at our warehouses and be manually reviewed.
  • Instant refund to bank account : Processed in less than 10 seconds.
  • Instant refund to original payment method : Depending on the method, it may take 1-3 days.
  • Instant refund in credit (store balance) : Takes approximately 1 second.

2. How much does the REVENI service cost?
Using REVENI is completely free and does not affect the amount of your refund.

3. Can I request an instant refund at any time?
Yes, as long as you meet the exchange and return requirements, you can request an instant refund through REVENI.

5. What happens if I do not send the products after requesting a refund?
If you do not send the products within the agreed period, you will be in breach of REVENI's conditions, and the process to recover the refund will be initiated.

6. What happens if I send an incorrect product or one in unsuitable condition?
In the event of sending a product that is not the one requested or in a condition of use, the return will be rejected and REVENI will take the necessary measures to recover the refund. For factory defective products, ROOTS Barefoot must be contacted before starting any procedure on the platform.

7. What do I do if I decide to keep the product after requesting an instant refund?
In this case, please contact our ROOTS BAREFOOT Customer Service team.

8. Is it necessary to create an account on REVENI to receive an instant refund?
No, you only need to accept REVENI's terms and conditions when requesting the refund and enter your bank account for the transfer.

9. Why do I have to enter my bank account if I already provided the details when purchasing?
To process the instant refund, a bank transfer is required. REVENI does not have access to the purchase card details, and the bank details are used exclusively for the refund.

10. Is my data safe with REVENI?
Yes, REVENI is GDPR compliant and implements strict internal security policies, as well as undergoing regular audits to ensure the protection of your data.

11. Why does REVENI contact me by email if I have not provided my data?
By accepting the terms and conditions when requesting an exchange or return, you give your consent for REVENI to contact you if necessary, for example, in the event of a delay in processing the order.

If you have any other questions, please contact us at contacto@rootsbarefoot.com

LINK TO REVENI

Click on the following link to proceed with the exchange or return.

PROCEED