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Return and Exchange Policy

 

Our return policy is governed by Royal Legislative Decree 1/2007, of November 16, which approves the consolidated text of the General Law for the Defense of Consumers and Users, as well as by Law 7/1996 on Retail Trade Regulation, 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. Additionally, our commercial policies offer a simple returns process, also with a period of 14 calendar days. It is essential that the products are unused, in their original packaging, and with all tags and accessories included; otherwise, we may not accept the exchange or return. 


1. POLICY ON SIZE EXCHANGES

 

Rates

  • Spain and Balearic Islands The first size exchange is free. From the second exchange, the cost is 5.90€. 
  • Portugal:  The first size exchange is free. From the second exchange, the cost is 5.90€
  • Canary Islands: Size exchanges are not made; only returns.
  • International: International size exchanges have a cost of 15€. Any shipment outside mainland Spain, Portugal, Balearic Islands, and Canary Islands is considered international, including countries within the European Union and the rest of Europe.

 

 Requirements to accept the size exchange: 

  • The product to be exchanged must arrive at ROOTS Barefoot in perfect condition, without signs of use that prevent its sale (clean soles, materials without deformation or wear marks).
  • You must keep all your labels and the original packaging.
  • It is essential that the product is properly protected with additional packaging to avoid damage during transport.
  • If the product or its original box arrives damaged due to inadequate packaging, the exchange will be rejected.

How to make a size exchange?

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

 

What to do when exchanging sizes?

  • Complete the procedure on our REVENI platform
  • When you finish the process, you will receive a return label by email which you must show at the post office when returning the incorrect size. Printing is not necessary. Returns are not managed at home; the customer must return the product to the selected transport company's facilities. 
  • Protect the original box with packaging to avoid damage during transport. Do not stick the shipping label directly on the box. 
  • You have nothing else to do, in the next few days you will receive the new size at your home.

 

Items that do not allow size exchange. 

For hygiene and safety reasons, we do not accept exchanges or returns of products that have direct contact with the skin or that may be affected in their hygienic integrity after being handled. This includes:

  • Full ROOTS CARE range
  • Socks
  • Insoles

This policy is applied in compliance with Royal Legislative Decree 1/2007, which allows excluding the right of withdrawal for sealed goods that are not suitable for return for health protection or hygiene reasons and/or that have been unsealed after delivery.



2. POLICY OF RETURNS

 

 Rates

  • Mainland Spain, Balearic Islands: A charge of €5.90 will apply for the return of up to 2 products and €3.00 for each additional product. 
  • Portugal A charge of €5.90 will apply for the return of up to 2 products and €3.00 for each additional product.
  • Canary Islands: cost borne by the customer (includes customs fees). ROOTS BAREFOOT SL will not pay any costs not covered by the customer in the return. 
  • International: A charge of €15.00 will apply for the return of up to 2 products and €3.00 for each additional product. Any shipment outside mainland Spain, the Balearic Islands, Canary Islands, and Portugal is considered international, including countries within the European Union and the rest of Europe.

 

Return requirements:

  • The footwear must be in perfect condition, without signs of use that prevent its sale (clean soles, materials without deformation or wear marks).
  • You must keep all your tags and the original packaging.
  • It is essential that the product is properly protected with additional packaging to avoid damage during transport.
  • If the product arrives damaged or the box unusable due to inadequate packaging, the return will be rejected.

  • Products delivered as a promotional gift are part of a commercial action conditioned on the effective completion of the purchase.

    In case of total or partial return of the order, the customer must also return the promotional product, unused, in its original packaging, and in conditions suitable 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 from the refund amount the value of the unreturned product, 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 of withdrawal from the main order.

How to make the return?

  • Make the return on our website through the section "How to manage size exchanges and returns?", following the instructions and accessing our returns platform (Reveni).
  • Enter your order number and email on the platform and select the product to return/exchange. 
  • Returns are not managed at home; the customer must return the product to the facilities of the selected transport company. 

 

Return process:

In Spain, Balearic Islands, and Portugal: 

  • When requesting the 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.
  • 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 to the payment method used at the time of purchase, once the package has been received, inspected, and confirmed to be in good condition. 
    • Store credit: The refund amount is applied as a balance to your Roots Barefoot account, allowing you to use it for future purchases. Store credit is processed in just 1 second. 
Important: The refund will be made exclusively on 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 proceed with the refund. 

International: 

Clarification on refunds with applied discounts

The refund will always be made on the amount paid by the customer, not on the original product price.
If the product was purchased with any discount, promotional code, or during a sale campaign, the amount to be refunded will be exactly what the customer paid in their order.


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 shipping costs will be fully covered by us as long as the product has not been used.
  • If a purchased product shows a manufacturing defect after use, it will be replaced at no cost to the customer.
    It is important to highlight that, since it is a used product, the amount paid will not be refunded.
  • If the defect is detected before using the product, we cover all expenses and can exchange or refund it.
  • If the defect appears after use and is within warranty, it will be replaced at no cost, but the amount will not be refunded.

 

Return restrictions:

For hygiene and safety reasons, we do not accept exchanges or returns of products that have direct contact with the skin or that may be affected in their hygienic integrity after being handled. This includes:

  • Full ROOTS CARE range
  • Socks
  • Insoles

This policy is applied in compliance with Royal Legislative Decree 1/2007, which allows excluding the right of withdrawal for sealed goods that are not suitable for return for health protection or hygiene reasons and/or that have been unsealed after delivery.

 

Returns of used products:

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

 

 

For any additional inquiries, contact us at contacto@rootsbarefoot.com.

 




 


Are there products that CANNOT be exchanged or returned?

Based on the current law cited at the beginning of this page, NO returns are accepted for the following:

  1. Items that come into contact with the body for use: For hygiene reasons, returns or exchanges are not accepted for this type of item. Examples: Full RootsCare 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 tags, in perfect condition. Used items are not accepted.

 

Frequently Asked Questions about Exchanges and Returns with REVENI

 

  1. What happens if I do not send the products after requesting the refund?
    If you do not send the products within the agreed period, you will be breaching REVENI's conditions, and the process to recover the refund will be initiated.
  2. What happens if I send an incorrect or unsuitable product?
    If you send a product that is not the one requested or not in usable condition, the return will be rejected and REVENI will take the necessary measures to recover the refund. For factory defective products, you must contact ROOTS Barefoot before starting any procedure on the platform. 
  3. What do I do if I decide to keep the product after having requested an instant refund?
    In this case, contact our ROOTS BAREFOOT Customer Service team. 
  4. Why do I have to enter my bank account if I already provided the data when purchasing?
    To process the refund, a bank transfer is necessary. REVENI does not have access to the purchase card data, and the bank details are used exclusively for the refund.
  5. Are my data safe with REVENI?
    Yes, REVENI complies with the GDPR and applies strict internal security policies, as well as undergoing regular audits to ensure the protection of your data.
  6. Why does REVENI contact me by email if I have not given my data?
    By accepting the terms and conditions when requesting an exchange or return, you consent to REVENI contacting you if necessary, for example, in case of a delay in order processing.

 

If you have any other questions, contact us via the email contacto@rootsbarefoot.com