Refunds & Returns

Your consumer rights

Nothing in this policy limits rights or remedies that cannot lawfully be excluded under applicable Canadian federal, provincial or territorial law. The change-of-mind conditions and fees below do not restrict remedies for faulty, damaged, misdescribed or undelivered goods where the law provides otherwise.

Contact us first

Email theteam@customersupport.care with your order number and the issue. We aim to respond within 24 hours. Please obtain return instructions before sending anything back; the administration office is not a returns warehouse.

Order cancellation

Contact us within 12 hours if you need to change or cancel a paid order. We can cancel before packing and shipping begins. Our voluntary cancellation policy carries a 12.5% service and processing fee, except where a statutory cancellation or refund right requires otherwise.

Change-of-mind returns

Our voluntary return window is 15 days from the original purchase. Keep the original packaging and proof of purchase. This includes a change of mind, finding a better price, an item that does not fit, an unwanted item or ordering the wrong item.

A CAD $29 packing and handling charge per order applies to voluntary change-of-mind returns. You pay return postage to the original dispatch warehouse. Purchases from third-party retailers must be returned through that retailer.

Refund processing

We process eligible refunds 24 to 48 hours after receiving the returned item. Refunds use the original payment method; account credit is available only if you request it. Your payment provider may take additional time to show the refund.

Damaged, incorrect, incomplete or missing orders

Contact us promptly if an item is damaged, incorrect, has missing parts or has not arrived. Include the order reference and, where useful, photographs. We will assess the issue and arrange the remedy required by applicable law. Change-of-mind fees do not override those rights.