Return Policy
If, for any reason, you are not completely satisfied with your purchase, we offer a transparent and hassle-free return and refund policy outlined below.
Eligibility for Returns:
We accept returns for most products purchased through our online retail store, subject to the following conditions:
- The product must be in its original condition, unused, and undamaged.
- The return request must be initiated within 14 days from the date of delivery.
- The product must be in it's original packaging.
Damaged, Defective or Incorrect Products:
If you receive a damaged or defective or incorrect product, please contact our customer support team immediately via email: contact@dotflakes.com with relevant images/videos to support the claim. We will assist you in resolving the issue and provide you with instructions for returning the item or arranging a replacement.
If the item conforms with the return policy then it can only be replaced by the same item, unless the item is out of stock at return date.
Return Shipping Costs:
For eligible returns, the customer is responsible for the return shipping costs unless the return is due to an error on our part, such as shipping the incorrect item(s).
If your return request is approved and requires shipping, then you will receive an email with return shipping instructions. Once we receive the returned item(s) and verify their condition, , you will receive an exchange, replacement or refund.
Return Processing Fee:
A return processing fee of CAD10.00 or 30% of item(s) price, which is greater. will be deducted from your refund amount. This fee covers the cost of inspecting and processing the returned item(s).
Instructions: how to submit a return request:
Click the profile icon in the store's navigation, or go to the refund policy or a returns page, or footer in the homepage, and then request a return.
1. Log in to your account:
1. In the Email field, enter your email address, and then click Continue.
2. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
3. Go back to the online store, and then enter a six-digit verification code.
2. Click the order that you want to submit the return for.
3. If your order has more than one item, then select the items that you want to return.
4. Select a return reason and add a note for the store.
5. Click Request return.
Eligibility for Refund:
Refund is applicable if (any):
⦁ The item is damaged during transportation.
⦁ The item is defective.
⦁ The item is incorrect.
⦁ The item is never delivered (within 60 days of purchase).
There are certain situations where only partial refunds may be granted (if applicable):
⦁ Any item not in its original condition, is damaged or missing parts for reasons not due to our error
⦁ Any item that is returned more than 14 calendar days after delivery.
Refunds:
Refunds for eligible returns will be processed using the original payment method used at the time of purchase.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund within 10 business days.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
Refund Timeframe:
We strive to process refunds promptly. However, please allow 10 business days for the refund to be reflected in your account. The exact timeframe may vary depending on your bank or credit card provider.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at contact@dotflakes.com.
Sale items (if applicable):
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Non-refundable Items:
Due to hygiene standards/requirements, the following items are non-refundable:
- Undergarments, such as underwear, socks etc.
Due to hygiene standards/requirements, the following items are non-refundable:
- Undergarments, such as underwear, socks etc.
Exchanges (if applicable):
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at contact@dotflakes.com. and we will provide you with instructions on where returns should be shipped and the amount you will be refunded after any return shipping and handling costs.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
Contact Us:
If you have any questions or need further assistance regarding our return and refund policy, please contact our customer support team at contact@dotflakes.com or +1 289 212 6700.
Dotflakes Inc. reserves the right to amend or modify this policy at any time without prior notice. Any changes will be updated on our website and will be effective immediately upon posting.
Thank you for choosing Dotflakes. We appreciate your business!