Refund Policy

We set out our service commitments and the steps you can follow below.

Your return and exchange window

You may ask for a return or exchange within 30 days after delivery. The item should be in reasonable condition with its included parts and packaging where practical.

How refunds are returned

Approved refunds are processed within 10 business days and sent to the original payment method. Your bank or card issuer may need another 5–10 business days to display the credit.

Exceptions

Perishable, personalized and health or safety restricted goods may be excluded when applicable law allows. Any applicable exception must be disclosed before purchase.

This policy does not limit rights provided by Canadian consumer protection law.

Change-of-mind returns and exchanges

You do not need to give a reason when requesting a return or exchange within 30 days of receiving your goods. A reason can help us assist you, but is optional. Keep your order confirmation or other proof of purchase. Reasonable inspection of an item does not remove rights that applicable law protects.

Return shipping and instructions

Our store pays the return shipping cost for approved returns and exchanges. Contact us for a prepaid label or an equivalent free return arrangement. Use the return address in our instructions; the business address listed below may not be the correct return facility. Retain your postage receipt or tracking details. No restocking fee applies.

Inspection and exchange availability

We will acknowledge your return and let you know the outcome after inspection. If a requested replacement is unavailable, we will explain available alternatives or refund the approved amount to the original payment method. We will not substitute a different item without your agreement.

Exceptions and statutory remedies

A change-of-mind exception for personalized, perishable or hygiene-sensitive goods applies only when it is lawful and clearly disclosed before purchase. An exception does not remove remedies for damaged, defective, incorrect or misdescribed goods. Photographs can help us investigate, but we will consider other reasonable evidence if photographs are not available. Where applicable law requires a shorter refund deadline, that deadline takes priority.

Order cancellation

Contact us promptly to request cancellation before dispatch. If an order has already shipped, we will explain the free approved return process. This does not limit any statutory cancellation right.

The return request process

Contact us before sending an item back and include your order number, the item concerned and, if you wish, the reason for the request. We will provide a prepaid return label or another free return method for an approved return. We do not charge a restocking fee.

Help with faulty or incorrect goods

If an item arrives damaged, defective, incomplete, incorrect or materially different from its description, contact us promptly with photographs and order details. We will offer a refund, exchange, replacement or another appropriate resolution.

Contact details

Email: ethelrunyan1979@xhpwahr.com

Business address: 4125 Rue Saint Denis, Montréal, Quebec, H2W 2M7, Canada

Customer service hours: Monday to Friday, 9:00 AM–5:00 PM (store local time).