Our returns policy is governed by Legislative Royal Decree 1/2007 of November 16, approving the consolidated text of the General Law for the Defense of Consumers and Users, as well as Law 7/1996 on the Regulation of Retail Trade, amended by Law 47/2002 to adapt it to European Directive 97/7/EC.
Footwear time limits: 30 days to request size exchanges and 14 days to request returns, from receipt of the order.
At Roots Barefoot, customers have 14 calendar days from receipt of their order to exercise their right of withdrawal, in accordance with current legislation. In addition, our commercial policies offer a simple returns process, also within a period of 14 calendar days. Products must be unused and in their original packaging, with all labels and accessories included. Otherwise, we may not accept the exchange or return.
1. SIZE EXCHANGE POLICY
Time limit for requesting footwear size exchanges: 30 days from receipt of the order. The conditions and eligible destinations detailed below apply.
1.1 Footwear size exchange fees
- Mainland Spain and the Balearic Islands: The first footwear size exchange is free. From the second exchange onward, the cost is €5.90.
- Portugal: The first footwear size exchange is free. From the second exchange onward, the cost is €5.90.
- International: International size exchanges cost €15. Any shipment to countries in the European Union or elsewhere in Europe, excluding mainland Spain, the Balearic Islands and Portugal, is considered international, except for destinations with customer-arranged shipping.
- Destinations with customer-arranged shipping (Canary Islands, Ceuta, Melilla, Switzerland, United Kingdom, United States and Canada): Size or product exchanges are not available. Only returns are accepted. Customers must arrange and pay for return shipping themselves (see section 2.4).
1.2 Requirements for accepting footwear size exchanges:
- The footwear being exchanged must arrive at ROOTS Barefoot in perfect condition, with no signs of use that would prevent it from being resold (clean soles, materials without deformations or signs of wear).
- You must keep all labels and the original packaging.
- The product must be properly protected with additional packaging to prevent damage during transport.
- If the product or its original box arrives damaged due to inadequate packaging, the exchange will be rejected.
1.3 How to exchange for a different size?
- Manage your exchange through our returns platform (Reveni) in the "How do I manage size exchanges and returns?" section of our website.
- Enter your order number and email address on the platform, then select: size exchange.
- You can choose to exchange it for the same color or a different one.
1.4 What do I need to do to exchange sizes?
- Complete the process on our REVENI platform
- Once you complete the process, you'll receive a return label by email, which you'll need to show at the post office when returning the incorrect size. You don't need to print it. Returns are not handled at your home; you must return the product to the premises of the selected shipping company.
- Protect the original box with packaging to prevent damage during shipping. Do not stick the shipping label directly onto the box.
- You don't need to do anything else. You'll receive the new size at your home in the next few days.
1.5 Size or product exchanges for ROOTS CARE, socks, and hygiene accessories
For hygiene reasons, products in the Roots Care range, socks, insoles, and accessories that come into direct contact with the body have special exchange and return conditions.
We may accept size exchanges or product exchanges for ROOTS CARE and SOCKS products, subject to prior approval by Roots Barefoot and only if the product meets all of these conditions:
- It has not been used.
- It has not been tried directly on the skin.
- It has not been unsealed.
- Its original packaging is intact.
- It retains all its original tags, seals, bags, boxes, or packaging.
- It shows no signs of tampering, use, wear, dirt, odor, stains, hair, skin residue, deformation, or any other indication that would prevent it from being put back on sale.
The cost of changing the size or product for ROOTS CARE and SOCKS is €5.90 for mainland Spain, the Balearic Islands, and Portugal, and €15 for all other international destinations. Exchanges are managed through our Reveni platform.
In destinations where customers arrange their own shipping (the Canary Islands, Ceuta, Melilla, Switzerland, the United Kingdom, the United States, and Canada), these products cannot be exchanged. As they also cannot be returned for hygiene reasons, they cannot be exchanged or returned in these destinations.
Roots Barefoot reserves the right to reject an exchange or return if, upon receiving the product, we find that it does not meet the stated conditions.
These cases, among others, will not be accepted:
- ROOTS CARE products with opened or unsealed packaging.
- Toe separators, spacers, bands, or balls without their original packaging intact.
- Socks without a label, without their original packaging, or showing any signs of having been tried on.
- Insoles that have been used, marked, deformed, or are missing their packaging.
- Products with odors, stains, dirt, hair, skin residue, or signs of use.
- Products that are incomplete or returned without all their original accessories, instructions, bags, or protective materials.
This policy applies in accordance with Article 103.e of Royal Legislative Decree 1/2007, which excludes the right of withdrawal for sealed goods that are unsuitable for return for reasons of health protection or hygiene and have been unsealed after delivery.
2. RETURN POLICY
Deadline to request footwear returns: 14 calendar days from receipt of the order.
2.1 Fees
- Mainland Spain and the Balearic Islands: A fee of €5.90 will be charged for returns of up to 2 products and €3.00 for each additional product.
- Portugal: A fee of €5.90 will be charged for returns of up to 2 products and €3.00 for each additional product.
- International: A fee of €15.00 will be charged for returns of up to 2 products and €3.00 for each additional product. Any shipment to countries in the European Union and the rest of Europe is considered international, except for destinations with self-paid shipping.
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Destinations with self-paid shipping (Canary Islands, Ceuta, Melilla, Switzerland, United Kingdom, United States, and Canada): Returns are shipped at the customer's expense. ROOTS Barefoot does not provide a return label. The customer arranges and pays for shipping and assumes all transport, customs, duties, and tax costs (see section 2.4).
2.2 Return requirements:
- The footwear must be in perfect condition, with no signs of use that would prevent it from being resold (clean soles, materials with no deformation or signs of wear).
- All labels and the original packaging must be retained.
- The product must be properly protected with additional packaging to prevent damage during transport.
- If the product arrives damaged or the box is unusable due to inadequate packaging, the return will be rejected.
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Products provided as a promotional gift are part of a commercial promotion that is conditional on the purchase being completed.
In the event of a full or partial return of the order, the customer must also return the promotional product, unused, in its original packaging, and in a condition suitable for resale.
If the promotional product is not returned, is returned used or incomplete, or is in a condition that prevents it from being resold, ROOTS BAREFOOT reserves the right to deduct the value of the unreturned product from the refund amount, calculated according to its current non-promotional retail price at the time of purchase.
This condition will apply regardless of the reason for the return and will not affect the legal right to withdraw from the main order.
2.3 How do I make a return?
- Make your return on our website via the “How do I manage size exchanges and returns?” section, following the instructions and accessing our returns platform (Reveni).
- Enter your order number and email address on the platform, then select the product to return/exchange.
- Returns are not collected from your home. The customer must take the product to the premises of the selected transport company.
2.4 Return process:
Mainland Spain, the Balearic Islands and Portugal
- Request the return through our REVENI platform. You will receive a return label to drop off the package at the office or location specified by the carrier shown on the label.
- You do not need to print the label; simply show the barcode.
International (European Union and rest of Europe)
- Request the return through our REVENI platform. You can choose your preferred language in the portal.
- You will receive a return label to drop off the package at the location specified by the carrier.
Canary Islands, Ceuta, Melilla, Switzerland, United Kingdom, United States and Canada: ship the return yourself
- Exchanges are not available for these destinations; only returns are accepted.
- Request the return through REVENI and select the option to ship it yourself. The portal will show the address to which you must send the package.
- The customer is solely responsible for return logistics: choosing the carrier, packing the product correctly, paying for shipping and tracking the shipment. We recommend using a tracked and insured service. ROOTS Barefoot is not responsible for loss, delays or damage in transit until the package is received at our facilities.
- The customer is responsible for all customs formalities and costs for the return, both at origin and destination: duties, taxes, VAT, DUA, customs clearance and handling, and any other charges required by the carrier shown on the label.
- The shipment must be correctly declared as a return of goods / “returned goods”. You must state that these are products previously purchased and being returned to the seller, and that this is not a new sale or a commercial import.
- Any return that incurs customs charges, taxes, duties or handling fees for ROOTS BAREFOOT SL may be rejected and returned to the sender at your expense, or the amount may be deducted from your refund.
Refund options (all destinations)
Once your return has been requested, you can choose the refund option that works best for you:
- Refund to the original payment method: the amount will be returned using the same payment method used for the purchase, once the package has been received and inspected and confirmed to meet the return conditions.
- Store credit: the amount will be added to your Roots Barefoot account balance for use on future purchases. Store credit is processed automatically.
Refund timeframe and amount (all destinations)
- ROOTS BAREFOOT SL will issue the refund within a maximum of 14 calendar days from when you notify us of your decision to return the product. We may withhold the refund until we have received the product or you have provided proof of shipment, whichever occurs first.
- The refund will be based solely on the final amount paid for the product, taking into account any discount or promotion applied at the time of purchase.
2.5 Clarification on refunds with discounts applied
The refund will always be based on the amount paid by the customer, not the product's original price.
If the product was purchased with a discount, promotional code, or during a sale, the refund amount will be exactly what the customer paid for their order.
2.6 Returns due to manufacturing or handling errors:
- If the return is due to a defect in the product or an error in shipping on the part of Roots Barefoot, we will cover all return costs, provided the product has not been used.
- If a purchased product develops a manufacturing defect after use, it will be replaced at no cost to the customer.
Please note that since the product has been used, the amount paid will not be refunded. - If the defect is detected before the product is used, we cover all costs and can replace the product or issue a refund.
- If the defect appears after use and is covered by the warranty, the product will be replaced at no cost, but the amount paid will not be refunded.
2.7 Return restrictions:
For hygiene and safety reasons, we do not accept returns of products that come into direct contact with the skin or whose hygienic condition may be compromised after handling.
This includes:
- The entire ROOTS CARE range: toe separators, toe spacers, bunion corrector bands, balls, etc.
- Socks.
- Insoles.
- Foot hygiene or care accessories.
These products cannot be returned.
Size exchanges or product exchanges may be requested, subject to prior approval by Roots Barefoot and only if the product is unused, untried, unwashed, unsealed, with its tags and original packaging intact.
Changes to these products will not be accepted if they have been opened, unsealed, used, tried on, washed, handled, returned without a tag, or show any signs of use.
This policy applies in accordance with Article 103.e of Royal Legislative Decree 1/2007, which excludes the right of withdrawal for sealed goods that are unsuitable for return for reasons of health protection or hygiene and have been unsealed after delivery.
2.8 Returns of used products:
- Returns will not be accepted for products showing clear signs of use beyond an initial try-on, as they cannot be resold.
- The customer is responsible for ensuring that the product meets their expectations during the permitted trial period.
2.9 Policy on exchanges/returns of discounted items
Products in this category include clearance items, last sizes, or products with a discount of 30% or more. Due to the nature of these products (limited stock and no restocking), the following specific terms apply:
- Refunds to the original payment method will not be issued under any circumstances.
- The customer may request a size exchange, subject to stock availability in the same model. Since these are the last units, availability for exchanges is not guaranteed.
- If the requested size is unavailable for an exchange, or if the customer prefers, they may request a return in the form of store credit, with no expiration date.
- Both exchanges and returns for store credit will be processed at no additional cost to the customer.
- These special terms apply exclusively to products identified as:
- Last sizes
- Clearance items
- Products with a discount of ≥ 30%
2.10 Refunds after using store credit
When a customer chooses to receive a refund as store credit, they agree that the refund amount will be converted into credit for future purchases. This credit may include more advantageous terms (such as a faster refund or additional benefits).
Once this method has been selected, any subsequent return of products purchased using that credit will again be processed as store credit, and refunds to the original payment method will not be available.
This measure is intended to ensure fair use of the exchange and return system, preventing repeated use that would allow products to be used at no cost.
By purchasing any of these products, the customer expressly accepts these terms.