Return Policy

RETURN & REFUND POLICY

Order Confirmation & Agreement
By placing an order on our website, you confirm that you have read, understood, and agreed to our Return & Refund Policy.
By completing your purchase, you agree that:
You have reviewed and accepted the return conditions and timelines
You will follow the return procedure as described below
In the event of a dispute or chargeback, this policy and all related order details may be used as supporting evidence

Returns
If you are not completely satisfied with your purchase, you may return eligible items within 30 days of delivery, provided that the conditions below are met.

Return Conditions
Items must be unused, unworn, and unwashed
Products must be returned in their original packaging and in the same condition as received
Only normal inspection and handling of the product is permitted
Return shipping costs are the responsibility of the customer
Once your return has been received, it will be processed within 7 business days
We reserve the right to refuse returns if items show signs of damage, misuse, or excessive wear not caused by us

Return Process
To initiate a return, please contact us within 30 days of receiving your order
Email: info@charlotte-vancouver.com

Please include the following information in your request:
Order number
Reason for return
Photos of the product (if damaged or defective)
Your full name and shipping address

Please wait for confirmation and return instructions before sending any items back
Returns sent without prior approval may not be accepted
We strongly recommend using a trackable shipping method and keeping proof of shipment until your return has been completed

Damaged or Defective Items
If your item arrives damaged or defective, please contact us within 2 days of delivery
Email: info@charlotte-vancouver.com

Provide the following details:
Your order number
A description of the issue
Clear photos or a short video showing the problem

After reviewing your request, we may offer a replacement depending on availability and the situation
In some cases, a return may not be required for damaged items
Replacement items are typically processed within 7–14 business days

Lost or Undelivered Orders
If your order appears to be lost during shipping, please contact us with your order number and tracking information
We will assist you in contacting the shipping carrier and, if the package is confirmed lost, arrange a replacement or refund

If a package is refused, unclaimed, or returned due to an incorrect address, a fee of $35 CAD may be deducted from your refund to cover shipping and administrative costs

Cancellations
You have the right to cancel your order within 30 days of receiving your item, in accordance with applicable consumer protection laws
Please note that once an order has been shipped, it cannot be canceled
If your order has already been dispatched, you may return it after delivery following our return procedure

To request a cancellation before shipment, please contact us at:
info@charlotte-vancouver.com

Return shipping costs remain the responsibility of the customer

Chargebacks & Disputes
If you experience any issues with your order, we encourage you to contact us first so we can help resolve the matter quickly and fairly

In the event of a chargeback or dispute, we may provide your payment provider with relevant information, including:
Order confirmation
Tracking details
Communication records

Submitting a chargeback without contacting us first may delay the resolution process

Additional Information
Returns must be sent to our designated fulfillment center, which may be located outside of your country
We are not responsible for shipping delays or customs-related issues
For hygiene-sensitive items, returns will not be accepted if products have been used or are not in a clean condition
Return shipping costs are not covered by us

Contact Information
If you have any questions about this policy, please contact our support team at:
info@charlotte-vancouver.com

We are always here to assist you.