Last Updated: October 26, 2023

At Roots Sale Store, we stand behind our premium quality Activewear, Bottoms, Dresses, Bags, Baby apparel, and Accessories. Your satisfaction is fundamental to our global, value-conscious community. If your purchase doesn’t meet your expectations, our straightforward returns process ensures a hassle-free experience, reflecting the same simplicity and security we promise in every transaction.

Our Returns & Exchanges Promise

We offer a 15-day return window from the date you receive your item(s). Eligible items can be returned for a full refund to your original payment method or exchanged for a different size/style (subject to availability).

1. Eligibility & Conditions

To be eligible for a return or exchange, your item must:

  • Be requested within 15 days of the delivery date.
  • Be in its original, unworn, unwashed, and undamaged condition.
  • Have all original tags and packaging intact.
  • Be accompanied by the original proof of purchase (order number).

⚠️ Non-Returnable Items

Based on our product categories and hygiene considerations, the following items cannot be returned or exchanged unless they arrive defective or damaged:

  • Accessories (including Gloves and Hats) for hygiene reasons, unless faulty.
  • Baby (0-24 Months) apparel that has been unsealed or removed from its original packaging, due to stringent health and safety standards.
  • Any item marked as “Final Sale” or purchased with a promotional discount specifying no returns.

This policy ensures we maintain the premium quality and safety standards our community trusts, especially for personal and baby items.

2. Step-by-Step Return/Exchange Process

1 Initiate Your Request

Within 15 days of delivery, contact our support team at [email protected] with your order number and details about the item you wish to return or exchange. Use the template below to ensure we have all necessary information.

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Roots Sale Store Team, I would like to request a [Return/Exchange] for my recent order. Order Number: [Your Order Number] Product Name(s): [e.g., Women’s Activewear Leggings, Size M] Reason for Return/Exchange: [e.g., Size too large, Item defective, etc.] Preferred Resolution: [Refund / Exchange for Size S] I confirm that the item(s) are in original, unworn condition with all tags attached. My shipping address is: [Your Full Name] [Street Address] [City, State, Postal Code] [Country] Please provide the return authorization and instructions. Thank you, [Your Name]

2 Receive Authorization & Instructions

Our team will respond within 24 hours (as per our service commitment) with a Return Merchandise Authorization (RMA) number and detailed instructions. Do not ship the item back without this authorization.

3 Package and Ship

Securely package the item in its original packaging, include the RMA number inside the package, and ship it to the address we provide. We recommend using a trackable shipping service. Original shipping costs are non-refundable.

4 Inspection & Processing

Once we receive and inspect your return (typically within 5-7 business days), we will notify you via email about the status of your refund or exchange.

3. Refunds: Timing & Methods

Your Security is Our Priority. All refunds are processed using the same secure, enterprise-grade encryption that protects your initial transaction.

  • Timing: After approval, your refund will be processed, and a credit will be automatically applied to your original payment method within 7-10 business days. The time it appears on your statement depends on your bank or PayPal’s processing times.
  • Method: Refunds are issued to the original payment method used at checkout (Visa, MasterCard, JCB, or PayPal). We do not offer refunds to alternative accounts or methods.
  • Exchange Shipping: For exchanges, we will ship the new item via Standard Shipping once the return is approved. Additional shipping charges may apply for international exchanges.

Note for International Customers: Refunds are issued in USD. Your bank may apply foreign exchange rates or fees. Any original customs duties or taxes are non-refundable by Roots Sale Store, as per international trade regulations.

4. Damaged, Defective, or Wrong Items

If you receive a damaged, defective, or incorrect item, please contact us at [email protected] within 48 hours of delivery. Include photos of the item and its packaging. We will cover all return shipping costs and expedite a replacement or full refund.

5. Questions? We’re Here to Help

Our friendly, global customer support team is committed to resolving your concerns swiftly, mirroring the efficiency we apply to offer you “Authentic Style. Unbeatable Value.”

Roots Sale Store Customer Support
Email: [email protected]
Address: 332 Cerullo Road, Louisville, US 40299
Website: www.rootssale.com

We aim to respond to all inquiries within 24 hours.

This Returns & Exchanges Policy is part of and governed by our broader Terms of Service. Roots Sale Store reserves the right to update this policy to better serve our global community.