Our returns policy is governed by Royal Legislative Decree 1/2007 of November 16, approving the consolidated text of the General Law for the Protection 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.
At Roots Barefoot, customers have 14 calendar days from receipt of the 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. The products must be unused, in their original packaging, and include all labels and accessories; otherwise, we may not accept the exchange or return.
1. EXCHANGE POLICY SIZE EXCHANGES
1.1 Footwear size exchange fees
- Spain and the Balearic Islands The first size exchange for footwear is free. From the second exchange onward, the cost is €5.90.
- Portugal: The first size exchange for footwear is free. From the second exchange, the cost is €5.90
- Canary Islands: Size exchanges are not available; only returns.
- International: International size exchanges cost €15. Any shipment outside mainland Spain, Portugal, the Balearic Islands, and the Canary Islands is considered international, including countries within the European Union and the rest of Europe.
1.2 Requirements for accepting a footwear size exchange:
- The footwear to be exchanged must arrive at ROOTS Barefoot in perfect condition, with no signs of use that would prevent it from being sold (clean soles, materials without deformations or signs of wear).
- You must keep all of its labels and 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 do I exchange a size?
- Manage the exchange through our returns platform (Reveni) in the "How to manage size exchanges and returns?" section of our website.
- Enter your order number and email address on the platform and select: size exchange.
- You can select an exchange for the same color or a different one.
1.4 What needs to be done to exchange sizes?
- Complete the process on our REVENI platform
- Once you complete the process, you will receive a return label by email that you must show at the Correos office when returning the incorrect size. There is no need to print it. Returns are not handled at home; the customer must return the product to the facilities of the selected transport company.
- Protect the original box with packaging to prevent damage during transport. Do not attach the shipping label directly to the box.
- There is nothing else you need to do; you will receive the new size at your address in the coming 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 or product exchanges for ROOTS CARE products, always 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.
- It retains its original packaging intact.
- It retains all its original tags, seals, bags, boxes or packaging.
- It shows no signs of handling, use, wear, dirt, odours, stains, hair, skin residue, deformation or any indication that would prevent it from being put back on sale.
The cost of a size exchange or product exchange for ROOTS CARE is €5.90 (for Spain and Portugal) and €15 (for countries other than these) and will be managed through our exchanges and returns platform, Reveni.
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.
The following cases, among others, will not be accepted:
- ROOTS CARE products with the package opened or unsealed.
- Separators, spacers, bands or balls without their original intact packaging.
- Socks without a tag, without their original packaging or showing any sign of having been tried on.
- Used, marked or deformed insoles, or insoles without their packaging.
- Products with odours, stains, dirt, hair, skin residue or signs of use.
- Incomplete products or products 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 not suitable for return for reasons of health protection or hygiene and that have been unsealed after delivery.
2. RETURN POLICY RETURNS
2.1 Fees
- Mainland Spain, Balearic Islands: A fee of €5.90 will be charged for the return of up to 2 products and €3.00 for each additional product.
- Portugal A fee of €5.90 will be charged for the return of up to 2 products and €3.00 for each additional product.
- Canary Islands: at the customer's expense (including customs fees). ROOTS BAREFOOT SL will not pay any costs not covered by the customer for the return.
- International: A fee of €15.00 will be charged for the return of up to 2 products and €3.00 for each additional product. Any shipment outside mainland Spain, the Balearic Islands, the Canary Islands and Portugal is considered international, including countries within the European Union and the rest of Europe.
2.2 Return requirements:
- The footwear must be in perfect condition, with no signs of use that would prevent it from being sold (clean soles, materials without deformations 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 delivered as promotional gift are part of a commercial promotion conditional on the effective completion of the purchase.
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 suitable condition for resale.
If the promotional product is not returned, is returned used, incomplete or in conditions that prevent its sale, ROOTS BAREFOOT reserves the right to deduct the value of the unreturned product from the refund amount, calculated according to its current retail price without promotion at the time of purchase.
This condition will apply regardless of the reason for the return and will not affect the statutory right of withdrawal for the main order.
2.3 How do I make a return?
- Process the return on our website through the "How to 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 and select the product to return/exchange.
- Returns are not handled at home; the customer must take the product to the facilities of the selected transport company to return it.
2.4 Return process:
In Spain, the Balearic Islands and Portugal:
- When you request the return through our REVENI platform, you will receive a return label so you can drop off the package at the designated office (according to the carrier indicated on the label).
- It is not necessary to print the label; simply show the barcode.
- Once you request the return through our platform, you can choose the refund option that best suits your needs:
- Refund to the original payment method: The amount will be refunded directly using the payment method used for the purchase,, once the package has been received, inspected, and confirmed to be in good condition.
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Store credit: The return amount is applied as credit to your Roots Barefoot account, allowing you to use it for future purchases. Store credit is processed automatically.
Original shipping costs will not be refunded.
International (Outside mainland Spain, the Balearic Islands, and Portugal), including the Canary Islands:
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The return must also be requested through our platform REVENI. In the portal, you can select your preferred language to manage the process.
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Once the return has been requested, you can choose between the available refund options:
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Refund to the original payment method: The amount will be refunded using the same payment method used for the purchase once the package has been received, inspected, and confirmed to meet the return conditions.
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Store credit: The amount corresponding to the return will be applied as credit to your Roots Barefoot account for use on future purchases.
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Depending on the destination country or region, REVENI may provide a return label or display the option for self-arranged shipping. In the latter case, the customer will be responsible for arranging and paying for shipment of the package to the return address indicated in the portal.
Important for returns from territories subject to customs procedures, such as the Canary Islands, the United Kingdom, or other countries outside the customs territory of the European Union:
The shipment must be correctly declared as return of goods / “returned goods”, stating that these are previously purchased products being returned to the seller and therefore, it is not a new sale or a commercial import.
The customer will be responsible for correctly completing the necessary documentation to ensure that the return does not incur taxes, duties, import fees, or customs handling costs for ROOTS BAREFOOT SL.
Any return that incurs customs charges, taxes, duties, or handling fees payable by ROOTS BAREFOOT SL may be rejected and returned to the sender.
Important: The refund will be issued exclusively for the the final amount paid for the product, taking into account any discount or promotion applied at the time of purchase.
Original shipping costs will not be refunded.
ROOTS BAREFOOT SL has up to 14 calendar days to process the refund in accordance with the applicable conditions.
2.5 Clarification on refunds with discounts applied
The refund will always be based on the amount paid by the customer, not the original product price.
If the product was purchased with a discount, promotional code, or during a sale, the amount refunded will be exactly what the customer paid for the order.
2.6 Returns due to manufacturing or handling errors:
- If the reason for the return is a defect in the product or an error in shipping by Roots Barefoot, we will cover the return costs in full, provided that 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.
It is important to note that, as this is a used product, the amount paid will not be refunded. - If the defect is detected before the product is used, we will cover all costs and may exchange or refund it.
- If the defect appears after use and the product is under warranty, it will be replaced at no cost, but the purchase amount 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 integrity may be compromised after handling.
This includes:
- Full ROOTS CARE range: toe separators, spacers, bunion correction bands, balls, etc.
- Socks.
- Insoles.
- Hygiene or foot-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, still sealed, with its tags attached, and with the original packaging intact.
Exchanges of these products will not be accepted if they have been opened, unsealed, used, tried on, washed, handled, returned without a label, or show any sign 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 not suitable for return for reasons of health protection or hygiene and that have been unsealed after delivery.
2.8 Returns of used products:
- Returns of products showing clear signs of use beyond an initial fitting 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.
2.9 Exchange/return policy for discounted items
Products included in this category are 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 conditions apply:
- Refunds to the original payment method will not be made under any circumstances.
- The customer may request a size exchange, provided the same model is in stock. Since these are the last units, availability for exchanges is not guaranteed.
- If the requested size is unavailable for exchange, or if the customer prefers, they may request a refund in the form of store credit, with no expiration date.
- Both exchanges and credit refunds will be processed at no additional cost to the customer.
- These special conditions apply exclusively to products identified as:
- Last sizes
- Clearance products
- Products with a discount of ≥ 30%
2.10 Refunds after using store credit
When a customer chooses a refund via store credit, they accept that the refund amount will be converted into credit for future purchases. This credit may include more advantageous conditions (such as faster refunds 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 a refund to the original payment method cannot be requested.
This measure aims to ensure fair use of the exchange and returns system, preventing continued use that would allow products to be used at no cost.
By purchasing any of these products, the customer expressly accepts these conditions.