Refund policy
Refund Policy
Returns, Exchanges & Refunds
We offer a worry free 100% satisfaction guarantee 30-day return window from the date of delivery.
To start any return or exchange, please contact us at support@shopwesthaventoronto.ca. Items shipped to us without prior approval will not be accepted. After approval, you must complete our return request form and ship your item to the designated return mailbox/PO Box listed in our emailed instructions. Returns sent to our office address cannot be accepted.
Returns for Refund
If you prefer a refund to your original payment method, return shipping is paid by the customer and a 25% restocking/processing fee applies. Original shipping fees and shipping protection are non-refundable. Please note that returns are processed through our international returns facility in China, and customers are responsible for all return shipping costs associated with sending the item to the designated return address. Refunds are issued only after the returned item is received and inspected. Returned items must be unused and in original packaging unless otherwise approved.
Store Credit Option
If you do not wish to exchange or return the item, we may offer up too 75% store credit that can be used toward any future purchase. Store credit does not require returning the item.
Partial Refunds
In some cases, we may offer a partial refund allowing you to keep the item. Partial refunds are discretionary and finalized through customer support.
Damaged or Incorrect Items
Please inspect your order upon arrival. If your item arrives defective, damaged, or incorrect, contact us right away with photos of the item (showing the issue) and the packaging if possible. Once verified, we will bring the issue up with our fulfillment partners
Lost in Transit / Returned Shipments
If your order is lost in transit or returned to sender, we will investigate with our traffic team to confirm the latest carrier scan and shipment status. Once confirmed, we will offer a replacement or refund.
Order Cancellation
Orders can only be canceled before shipment. Once an order has shipped, cancellation is no longer possible and the order must follow the return process after delivery.
Refund Processing
We will notify you once we've received and inspected your return. If approved, you'll be automatically refunded to your original payment method within 10 business days. Please allow additional time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your return, please contact us at support@shopwesthaventoronto.ca.