Refund & Exchange Policy

At canadapatches.ca, we aim to ensure that our customers are completely satisfied with their purchases. To provide peace of mind, we offer a clear and fair return and exchange policy in the event of any of the following situations.

We will gladly accept returns or exchanges if one of the following conditions applies:

• Incorrect Product Delivered: If the product you received is different from what you ordered, you are eligible for a return or exchange. Please contact us as soon as possible if this occurs.
• Free Mockup Design: The mockup design is free, but if the customer rejects the order after approving the mockup (and before production), a 10-15% deduction will apply. Multiple mockups may increase this deduction.
• Damaged Product: If the delivered product is damaged, we will accept a return or exchange. You will need to provide evidence (such as photos) of the damage when submitting your claim.
• Incorrect Size Delivered: If the size of the product delivered is incorrect, you are entitled to an exchange. Please ensure you double-check the size before placing your order to avoid this issue.
• Customization Error: If the customization of your product does not align with the brief you provided, we will accept the product for return or exchange. Please make sure all customization details are clearly specified in your order to avoid any confusion.

We cannot accept returns or exchanges under the following circumstances:

• Product Delivered is as Ordered: If the product you received is exactly as per your order, and none of the issues listed above (incorrect product, damage, wrong size, or customization error) are present, we cannot process a return or exchange.
• Incorrect Brief Provided: If the brief shared with us was inaccurate (e.g., wrong customization details) and you now wish to request a refund or exchange, the policy will not apply. Please ensure the brief is correct before submitting your order.
• Delivery Delay Due to Logistics: While we strive for prompt delivery, delays caused by third-party logistics companies are out of our control. Returns and exchanges will not be accepted for delays that occur during shipping.
• Incorrect Address Provided by the Customer: If the order is returned or undelivered due to an incorrect address provided by the customer, we cannot process a return or exchange. Please verify your shipping address before confirming your order.
• Third-Party Involvement: If a third party (e.g., a friend, family member, or lawyer) is involved in making the claim on your behalf instead of the original buyer, we will not process the return or exchange request. Claims must be made directly by the person who placed the order.

• Mistakes on Our End: If the mistake occurs due to our error (e.g., incorrect product sent, damage during transit, or customization error), we will cover the shipping charges for the return or exchange.
• Mistakes on the Customer's End: If the issue arises due to incorrect information provided by the customer (e.g., wrong size or inaccurate brief), the customer will be responsible for the return shipping costs.

If you believe your product qualifies for a return or exchange, please follow these steps:

1. Contact us within 24 hours of receiving your order.
2. Provide evidence (e.g., photos) if the product is damaged or incorrect.
3. Ensure the product is in unused condition with all original packaging intact.

We will review your claim and provide instructions for the return or exchange process.

If you have any questions or concerns regarding our return and exchange policy, our customer service team is happy to assist. We are committed to ensuring that you are completely satisfied with your purchase!