Refund Policy

Canmore Collective

ORDER CONFIRMATION & POLICY AGREEMENT

By placing an order on the Canmore Collective website, you confirm that you have read, understood, and agreed to this Return & Refund Policy.

Completing a purchase means you:
Have reviewed and accepted our return conditions and timeframes
Agree to follow the return procedure outlined in this policy
Acknowledge that, in the event of a payment dispute or chargeback, this policy and all related order records may be used as supporting documentation

RETURNS

If you are not fully satisfied with your purchase, you may request a return on eligible items within 30 days of delivery, provided the conditions below are met.

RETURN ELIGIBILITY

To qualify for a return, the following must apply:
Items must be unused, unworn, and unwashed
Items must be returned in their original condition and original packaging
Only standard inspection and handling should have taken place
Return shipping and handling costs are the responsibility of the customer

Once we receive your return, it will be reviewed and processed within 7 business days. We reserve the right to decline returns that show signs of wear, misuse, or damage not caused by us.

HOW TO REQUEST A RETURN

To start a return, please follow these steps:

Email us at info@canmore-collective.com within 30 days of receiving your order

Include the following in your message:
Your order number
Reason for the return
Clear photos of the item (required if the item is damaged or defective)
Your full name and shipping address

Wait for our approval and return instructions before sending anything back

Please do not ship items back without prior authorisation — unauthorised returns may be refused.

We strongly recommend using a tracked shipping method and holding onto your proof of postage until your return has been fully processed.

DEFECTIVE OR DAMAGED ITEMS

If your order arrives damaged or with a manufacturing defect, please reach out to us within 2 days of delivery at info@canmore-collective.com.

Please include the following:
Your order number
A brief description of the issue
Clear photos or a short video showing the problem

Once the issue has been reviewed and confirmed:
We may offer a replacement, depending on availability and the nature of the defect
In some cases, you may not need to return the item

Replacement items are typically processed within 7 to 14 business days.

LOST, REFUSED, OR UNCLAIMED ORDERS

If your package appears to be lost in transit, please contact us with your order number and tracking details. We will open an investigation with the courier and arrange a replacement or refund if the loss is confirmed.

If a package is refused at delivery, left unclaimed, or returned to us due to an incorrect address entered at checkout, a fee of $35 CAD will be deducted from your refund to cover administrative and shipping costs.

CANCELLATIONS & RIGHT OF WITHDRAWAL

In line with Canadian consumer protection guidelines, you have the right to withdraw from your purchase within 30 days of receiving your order.

Please keep the following in mind:
Orders cannot be cancelled once they have been shipped
If your order is already on its way, you can initiate a return after it arrives
To request a cancellation before your order ships, email us at info@canmore-collective.com as soon as possible

Return shipping costs remain the responsibility of the customer.

CHARGEBACKS & PAYMENT DISPUTES

If something isn't right with your order, please contact us first. We're committed to resolving issues quickly and fairly.

In the event of a chargeback or payment dispute, we may provide the following to the relevant payment provider:
Order confirmation details
Shipping and tracking information
Email correspondence and any submitted photos

Initiating a chargeback without contacting us first may slow down resolution and could affect your eligibility for future purchases.

IMPORTANT INFORMATION

All approved returns must be shipped to our fulfillment centre
Return shipping costs are not covered by Canmore Collective
We are not responsible for customs delays or import clearance issues
Hygiene-sensitive items returned in used or unsanitary condition will not be accepted
Returns are not free — shipping and handling fees apply

CONTACT US

If you have any questions about our Return & Refund Policy, our team is happy to help.

Canmore Collective
Email: info@canmore-collective.com

We aim to get back to you as quickly as possible.