Politique de remboursement

Frequently asked questions about returns, refunds, and exchanges.

How do I return an item/my order?

To initiate a return, first read the following informations to confirm your admissibility, then, reach out to our customer support to initiate the return. Once your request is approved, you will get a confirmation email with instructions on the next steps.

What items are returnable?

You can only initiate a return if you accept the delivery of the package (and pay for the customs fees if required).

  • Items fulfilled/shipped within the past 30 days
  • ... that are still in unused/sealed and resellable condition
  • ... and still in their original packaging, with all the tags intact
  • Items that were approved for return by our customer support team

What items are non-returnable (and non-refundable)

The following items cannot be returned for refund:

  • Digital downloads
  • Gift cards
  • Discounted items

  • Items listed as Final Sale

The item I received is damaged!

If the purchased product is faulty, reach out to us within 7 days of the delivered date. Our team will get back to you. You will be asked to provide photos of both the packaging and the item itself. Failure to provide visual proof may result in denial of replacement.

Can the items be exchanged?

We allow the exchange of purchased items for selectable variants. Once the exchange request is approved, the replacement item will be shipped to you.

Please note that customers outside Canada and the Continental US will need to cover the DHL shipping fees.

What are the refund options?

The following refund options are supported and may, or not, be available to you, based on the context:

  • Refund to the original payment method

  • Refund to store credit

Are there any fees for returns and exchanges?

Any fees to get an item back to us should be the sole responsibility of the customer (freight, import, etc.). Items should be shipped to us using DDP. Restocking fees up to 50% may be charged when the returned item/order does not comply with the current policy or the provided return instructions. 

How do I ship back the items?

For instructions on how to ship the returned products, refer to the email received after placing the return request.

How soon will I get my refund?

Once your returned item is received and inspected, you will be notified via email. You will also be informed about the approval or rejection of your refund request. If approved, the refund request will be processed within 5 - 7 working days after approval.

I placed a pre-order, can I get a refund?

Pre-ordered items are admissible for a full refund on their original method of payment within 90 days following their purchase date.

Pre-ordered items are admissible for a full refund as store credits up to 30 days following shipment.

My question is not addressed...

If you have any queries regarding return or refund, reach out to us here.