Refund Policy

Last updated: July 6, 2026

RETURNS AND REFUNDS POLICY

Return policy

We offer a return policy of up to 30 calendar days from the date you receive your product, provided the conditions outlined below are met. Nothing in this policy limits or excludes any rights you may have under applicable Canadian provincial consumer protection legislation.

Conditions for accepting a return

For a return to be accepted, all of the following conditions must be met:

• The product must be complete, including all parts, accessories, tags, and original packaging.
• The product may only have been handled to the extent necessary to verify its nature, characteristics, and functioning, as would be permitted in a physical store.
• Returns will not be accepted for products that have been washed, worn for extended use, altered, or damaged due to causes attributable to the customer.
• Any defect or damage must be reported immediately upon receipt of the product.

We reserve the right to refuse returns where it is objectively verified that the product does not meet these conditions.

Product depreciation

If a returned product shows a loss of value as a result of handling beyond what is necessary to verify it, the refund amount may be reduced proportionally to reflect that depreciation.

Orders shipped and in transit

Once an order has been shipped and is in transit, it can no longer be cancelled. If you wish to withdraw from the purchase after the order has been shipped, you must wait to receive the product and then request a return in accordance with the conditions set out in this policy.

Return costs

For returns resulting from a voluntary decision by the customer (change of mind), the direct costs of returning the product are borne entirely by the customer. We do not offer free returns in these cases.

However, if the product you receive has manufacturing defects or was damaged during transport, you must report the issue immediately upon receiving your order and provide clear evidence of the damage (photos or videos). Once the issue has been verified, and where the defect or damage is attributable to the product or to transport, we will offer you, at no additional cost, one of the following solutions, as applicable:

• A replacement product shipped at no additional cost, or
• Another compensatory solution agreed upon with you.

In these cases, you will not bear any costs related to replacing the defective or damaged product.

Return address and international shipments

Returns must be sent exclusively to the address provided after your return request has been approved. Our logistics warehouses are located in China or at international supplier facilities. By making a purchase, you acknowledge and accept that returns must be sent to an international destination, and that you assume the costs, delivery times, and potential issues associated with international shipping.

Do not send returns to the sender address shown on the package. Unauthorized returns, or returns sent to incorrect addresses, may be refused. We recommend always using a shipping method with a tracking number. We are not responsible for returns lost in transit.

How to request a return

To initiate a return, you must first contact us by email at: info@isabelletoronto.com

Your request must include:

• Order number
• Reason for the return
• Clear photographs, in the case of a defective or damaged product
• Full name
• Shipping address

Once your request has been reviewed, we will provide you with the correct return address.

Refunds

Once the returned product has been received and verified to meet the conditions outlined above:

• The refund will be issued using the same payment method used for the original purchase.
• Original shipping costs are non-refundable.
• The refund will be processed within a maximum of 14 calendar days from the date we receive the returned product, or from the date you provide valid proof of shipment, whichever comes first.

Discount codes and promotions

Promotional codes must be entered correctly during checkout. If you complete your order without applying the code, no partial refund, price adjustment, or retroactive application of the discount will be made, regardless of the reason. Discounts are only valid during the advertised period and under the conditions stated for each promotion.

Contact

Before initiating any external claim or payment dispute, we recommend contacting our customer service team first so we can offer you an appropriate solution. For any questions related to returns or refunds:

Email: info@isabelletoronto.com