Refund and Return Policy

Effective date: 27 May 2026

At Cairnvale Edit, we want you to shop with confidence. This Refund and Return Policy explains how we handle voluntary returns, refunds, exchanges, damaged products, defective products, incorrect products, non-delivery concerns, statutory cancellations, and other order-related matters.

This policy applies to purchases made through the Cairnvale Edit online store.

1. Consumer Rights

Nothing in this policy excludes, restricts, or modifies any rights or remedies available to you under applicable consumer protection laws in Ontario, Canada, or your province or territory of residence.

If a product is defective, damaged, incorrect, materially different from its description, not delivered, or otherwise subject to a legal remedy, Cairnvale Edit will assess the matter and provide the remedy required by applicable law.

2. Voluntary Change-of-Mind Returns

In addition to any statutory rights that may apply, Cairnvale Edit accepts eligible change-of-mind return requests submitted within 14 days of delivery.

The 14-day voluntary return period begins on the date the order is recorded as delivered by the delivery carrier.

This voluntary return policy operates separately from statutory cancellation, refund, warranty, or other consumer rights that may apply.

3. Eligibility Requirements for Voluntary Returns

To qualify for a voluntary change-of-mind return, the item must satisfy all of the following requirements:

• the return request must be submitted within 14 days of delivery;
• the item must be unused, unworn, unwashed, unaltered, and undamaged;
• the item must be free from stains, odours, perfume, smoke, deodorant marks, makeup, pet hair, and signs of wear;
• all original tags and labels must remain attached;
• all original packaging, protective materials, accessories, inserts, and included components must be returned where applicable;
• the item must not be identified as final sale or otherwise excluded from voluntary returns;
• the return must be authorised by our customer support team before the item is shipped back.

4. Items Excluded From Voluntary Change-of-Mind Returns

The following products are not eligible for voluntary change-of-mind returns unless they are defective, damaged, incorrect, misdescribed, or otherwise subject to a legal remedy:

• underwear and intimate apparel;
• swimwear where the original hygiene protection has been removed, altered, or damaged;
• bodysuits;
• earrings and pierced jewellery;
• personal care or hygiene-related products;
• gift cards;
• customised, personalised, altered, or made-to-order products;
• products clearly marked as final sale;
• clearance products clearly marked as final sale.

5. Sale, Discounted, and Promotional Products

Sale, discounted, and promotional products may be returned for change of mind only if they meet all eligibility requirements in this policy and are not clearly marked as final sale.

A discount, promotion, or reduced price does not remove rights relating to products that are defective, damaged, incorrect, materially misdescribed, not delivered, or otherwise subject to applicable consumer protection requirements.

6. Damaged, Defective, Incorrect, or Misdescribed Products

If you receive a product that is damaged, defective, incomplete, incorrect, or materially different from its description, contact us as soon as reasonably possible at returns@cairnvaleedit.ca.

Please provide the following information where available:

• your full name;
• your order number;
• the email address used during checkout;
• a clear description of the concern;
• clear photographs or videos showing the item and the issue;
• photographs of the external packaging and shipping label where delivery damage or an incorrect shipment is involved.

After reviewing the matter, we may provide a repair, replacement, refund, exchange, prepaid return instructions, reimbursement of reasonable return shipping costs, or another remedy required by applicable law.

7. How to Request a Return

To request a return, email returns@cairnvaleedit.ca before sending any item back. Your request should include your order number, full name, the product being returned, and the reason for the return.

If the return is approved, we will provide return instructions. Unless otherwise stated in those instructions, approved returns should be sent to:

Cairnvale Edit – Returns Department
87 Playfair Ave
North York, ON M6B 2R1
Canada

Products sent without prior authorisation may be delayed, refused, or returned to the sender for voluntary change-of-mind returns, except where applicable law provides otherwise.

8. Return Shipping Costs

For approved voluntary change-of-mind returns, the customer is responsible for direct return shipping costs.

If a return relates to a defective, damaged, incorrect, or misdescribed product, we will assess the circumstances and, where appropriate or required by law, provide prepaid return arrangements or reimburse reasonable return shipping costs.

For customer-arranged returns, we recommend using a tracked shipping service and keeping proof of shipment until the return has been resolved.

9. Inspection of Returned Items

Returned items will be inspected after arrival. For voluntary change-of-mind returns, a refund may be refused or reduced where permitted by law if the product does not satisfy the eligibility requirements of this policy.

Items that have been worn, washed, altered, stained, damaged, exposed to odours, returned without original tags, or returned without required components may not qualify for a full voluntary refund.

This inspection process does not limit remedies relating to defective, damaged, incorrect, misdescribed, or otherwise non-conforming products.

10. Refund Method and Processing

Approved refunds are generally issued to the original payment method used for the purchase unless another method is agreed with you or required by applicable law.

For approved voluntary returns, we will initiate the refund after the returned product has been received and inspected.

After a refund is issued, your bank, card issuer, or payment provider may require additional processing time before the refunded amount appears in your account.

11. Original Shipping Charges

For approved voluntary change-of-mind returns, original shipping charges are not refundable unless we state otherwise or applicable law requires otherwise.

Where a statutory cancellation, defective product remedy, or other legal remedy applies, shipping charges and related costs will be handled in accordance with applicable law.

12. Ontario Internet Agreement Rights

Online purchases made by Ontario consumers may constitute internet agreements under applicable Ontario consumer protection legislation where the statutory requirements are met.

Where applicable, Cairnvale Edit aims to provide required information before the order is submitted, including our business information, product details, prices, additional charges, payment terms, delivery arrangements, and cancellation, return, exchange, and refund information.

Where required, customers will be given an opportunity to accept or decline the agreement and correct errors before completing their purchase. A copy of the agreement or order confirmation will be provided in a form that can be retained.

13. Statutory Cancellation of Internet Agreements

Where applicable under Ontario law, customers may have statutory rights to cancel an internet agreement if required information is not disclosed, if a required opportunity to accept or decline the agreement or correct errors is not provided, or if a required copy of the agreement is not delivered within the legally applicable timeframe.

Valid statutory cancellation notices may be submitted to returns@cairnvaleedit.ca.

Nothing in this policy limits any statutory cancellation right or remedy available under applicable law.

14. Non-Delivery and Delivery Concerns

If your order has not been delivered within the stated or estimated delivery timeframe, contact support@cairnvaleedit.ca with your order number and tracking information, where available.

Where applicable consumer protection law provides cancellation, refund, or other remedies because products have not been supplied or delivered as required, Cairnvale Edit will provide the legally required remedy.

15. Partial Refunds

Where permitted by law, partial refunds may apply to voluntary returns in circumstances including:

• only part of an order is returned;
• an item is returned without original accessories, tags, packaging, or included components;
• an item shows handling or deterioration beyond what is reasonably necessary to examine it;
• non-refundable shipping charges apply to an eligible voluntary return.

This section does not reduce any refund or remedy required under applicable law.

16. Exchanges

We do not guarantee direct exchanges for change-of-mind requests. If you require a different size, colour, or style, you may request a return for an eligible item and place a new order.

Where an exchange is offered, it remains subject to product availability.

17. Store Credit

In certain circumstances, we may offer store credit as an alternative to a refund. Store credit will only be provided with your agreement unless otherwise permitted by law.

Store credit may be used only through the Cairnvale Edit online store and is not redeemable for cash except where required by law.

18. Final Sale Items

Items clearly marked as final sale are not eligible for voluntary change-of-mind returns, refunds, or exchanges.

This restriction does not limit any right or remedy available where an item is defective, damaged, incorrect, materially misdescribed, not delivered, or otherwise protected by applicable law.

19. Orders Returned to Sender

If an order is returned to us because of an incorrect or incomplete delivery address, refusal of delivery, failure to collect a parcel, or another issue attributable to the customer, we will contact you regarding available options.

Additional delivery costs may apply where reshipment is requested. Where permitted by law, reasonable shipping expenses may be deducted from a voluntary refund issued in these circumstances.

20. Late or Missing Refunds

If an approved refund does not appear after the processing period indicated by your payment provider, contact your bank, card issuer, or payment provider first.

If the refund remains unavailable after completing that step, contact support@cairnvaleedit.ca with your order number.

21. Contact

For return requests, refunds, product issues, statutory cancellations, or non-delivery concerns, contact:

Email: returns@cairnvaleedit.ca
Phone: +1 (647) 407-6824

Cairnvale Edit
87 Playfair Ave
North York, ON M6B 2R1
Canada