RETURNS & EXCHANGES

Returns & Exchanges

Each Thy Roots pair is prepared with care before shipping. Please check your order as soon as it arrives.

If there is an issue with your order, contact us immediately so we can review and assist you properly.

Exchange Window

Requests for exchange must be made within 7 days from the date the order was received.

Items must be:

Unused
Unworn
In original condition
With original packaging, tags, and inclusions if applicable
Free from stains, scratches, sole marks, odor, or signs of wear

Items that do not meet these conditions may not be accepted for exchange.

Size Exchanges

We allow size exchanges depending on stock availability.

If your requested size is available, we can arrange an exchange once the original pair has been returned and inspected.

If your requested size is not available, we may offer another available size, store credit, or another solution depending on the case.

Shipping fees for size exchanges are shouldered by the customer unless the issue was caused by an error on our part.

Damaged, Defective, or Incorrect Items

If you received a damaged, defective, or incorrect item, please contact us within 48 hours of receiving your order.

Kindly send clear photos or videos showing:

The item received
The issue or defect
The packaging
Your order number

Once reviewed and approved, we will arrange the proper solution.

Non-Returnable Items

The following items are not eligible for return or exchange:

Used or worn items
Items with visible signs of wear
Customized or personalized items
Final sale items
Clearance sale items
Items damaged due to misuse, improper care, or normal wear and tear
Orders with incorrect size or details selected by the customer, unless approved for exchange

Fit / Size Concerns

For pairs that do not fit as expected, Thy Roots only allows size exchange, subject to stock availability and approval.

We do not offer refunds for sizing or fit concerns, especially if the correct product and selected size were delivered.

Customers are encouraged to check the size guide carefully before placing an order. For sizing assistance, you may contact us before purchasing.

Shipping fees for approved size exchanges are shouldered by the customer unless the issue was caused by an error on our part.

Also update your Refunds section to say:

Refunds

Thy Roots prioritizes exchanges, replacements, or store credit.

Refunds are not provided for sizing or fit concerns when the correct item and selected size were delivered.

Refund requests are reviewed case by case and may only apply when an exchange, replacement, or store credit is not possible due to an issue caused by our side.

Shipping fees are non-refundable unless the issue was caused by an error on our part.