Refund policy

Refund Policy

We have updated our return policy to provide clear guidelines for pre-orders and for sale items.

Pre-orders: Exchanges Only

For all pre-ordered items, we offer exchanges only. Refunds are not available unless the product is defective or damaged. To request an exchange, your item must be in the same condition as when you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

For Sale Items: Final Sale

All for sale items are considered final sale. This means they are not eligible for returns or exchanges, except in cases where the item is defective or damaged upon arrival. Please contact us if you experience any issues with the quality of your sale item.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item. We will evaluate the issue and work to resolve it as quickly as possible.

Exceptions / Non-returnable Items

Certain types of items cannot be returned, including perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about a specific item.

European Union 14 Day Cooling Off Period

If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without a justification. As above, the item must be in the same condition as when you received it, unworn or unused, with tags, and in its original packaging. A receipt or proof of purchase is required.

Refunds

We will notify you once we have received and inspected your return and let you know if the refund is approved. If approved, you’ll automatically receive the refund via your original payment method within 10 business days. Please note that it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at community@offscriptmtl.com.