Refund Policy – Canadagooen

At Canadagooen, we want you to be fully satisfied with your purchase of winter jackets, light down puffers, or footwear. If for any reason the product doesn’t meet your expectations, we offer a transparent and straightforward refund process. This Refund Policy outlines the eligibility criteria, steps to request a refund, and key details to ensure a smooth experience.

1. Eligibility for Refunds

To qualify for a refund, your request must meet the following conditions:

  • Timeframe: Refund requests must be submitted within 30 calendar days of the delivery date. Requests made after this period will not be approved, unless the issue is due to a manufacturing defect covered by our product warranty (see Section 4 for warranty-related refunds).
  • Product Condition: The item (winter jacket, light down puffer, or footwear) must be in unused, unworn, and original condition—with all tags, labels, packaging, and accessories (e.g., hoods, drawstrings for jackets, shoe inserts) intact. Items that show signs of wear (e.g., stained jackets, scuffed footwear), have been washed, altered, or damaged by the customer will not be eligible for a full refund. We may offer a partial refund at our discretion for items in slightly used condition, depending on the extent of wear.
  • Proof of Purchase: You must provide a valid proof of purchase, such as your order confirmation email, order number, or receipt. This helps us verify your transaction and process the refund efficiently.
  • Exceptions: Clearance, final-sale items (marked as “Final Sale” on the product page), and personalized products (if applicable) are non-refundable, unless they arrive damaged or defective.

2. How to Request a Refund

Follow these steps to submit a refund request:

  1. Initiate the Request: Contact our customer service team at [email protected]. Include the following details in your email:
  • Your full name (as it appears on the order)
  • Order number
  • Delivery date
  • Reason for the refund (e.g., “jacket size too small”, “down puffer arrived with a tear”, “footwear doesn’t fit”)
  • Clear photos of the product (including tags, packaging, and any defects, if applicable) – this helps us assess eligibility quickly.
  1. Receive Return Instructions: Our team will review your request within 24 business hours (Monday–Friday, excluding public holidays). If approved, we will send you a pre-paid return shipping label and detailed instructions on how to package the item securely. For bulk or oversized items (e.g., heavy winter jackets), we may provide specific packaging guidelines to prevent damage during transit.
  2. Return the Product: Ship the eligible item back to us using the provided label. Please ensure the package is sealed properly—Canadagooen is not responsible for damage or loss of the product while in transit. We recommend keeping the shipping tracking number for your reference.
  3. Warehouse Inspection: Once we receive the returned item (typically within 3–5 business days of shipment), our warehouse team will inspect it to confirm it meets the refund eligibility criteria (e.g., unused condition, intact tags).

3. Refund Processing & Timelines

  • Approval Notification: If the inspection confirms eligibility, we will send you an email to notify you that your refund has been approved. If the item does not meet the criteria, we will email you with a detailed explanation and return the item to you at no additional cost.
  • Refund Method: Refunds will be credited to the original payment method used for the purchase (e.g., credit card, PayPal, debit card). We cannot process refunds to alternative payment methods unless required by law.
  • Processing Time: Refunds are processed immediately upon approval, but the time it takes for the funds to appear in your account varies by payment provider:
  • Credit/debit cards: 3–7 business days
  • PayPal: 1–3 business days

Please note that some banks may take additional time to post the refund to your account.

  • Refund Amount: You will receive a full refund of the product’s purchase price. Original shipping costs are non-refundable, unless the refund is due to our error (e.g., shipping the wrong size jacket, sending a defective light down puffer) or a shipping delay caused by Canadagooen.

4. Refunds for Defective or Damaged Products

If your winter jacket, light down puffer, or footwear arrives with a manufacturing defect (e.g., broken zippers on jackets, torn seams on puffers, faulty soles on footwear) or is damaged during shipping, we offer two options:

  1. Full Refund: Follow the steps in Section 2 to return the defective/damaged item, and we will process a full refund (including original shipping costs).
  2. Warranty Replacement: Instead of a refund, you may opt for a replacement of the same item (if in stock) under our product warranty. Our customer service team will guide you through the warranty claim process—this typically involves verifying the defect with photos and arranging for a replacement to be shipped to you at no additional cost.

To request a refund or replacement for a defective/damaged product, contact us at [email protected] within 7 days of delivery. We prioritize these requests to resolve the issue before harsh winter weather impacts your use of the product.

5. Canceled Orders & Pre-Orders

  • Canceled Before Shipment: If you cancel your order before it has been shipped, we will process a full refund (including any shipping costs you paid) within 2 business days of cancellation. You can cancel your order by emailing [email protected] with your order number.
  • Canceled After Shipment: If you cancel your order after it has been shipped but before delivery, you must refuse delivery of the package and notify us immediately. Once we receive the returned package, we will process a full refund (minus any return shipping costs incurred by Canadagooen).
  • Pre-Orders: For pre-ordered items (e.g., upcoming winter jacket collections), you may cancel your order at any time before the product is released and shipped. We will process a full refund within 2 business days of cancellation.

6. Non-Refundable Items

The following items are not eligible for refunds under any circumstances:

  • Final-sale or clearance items marked as “Non-Refundable”.
  • Items damaged due to improper use or care (e.g., winter jackets damaged by harsh chemicals, footwear worn on rough terrain beyond normal use).
  • Lost or stolen items (we recommend contacting the shipping carrier for assistance with lost packages).
  • Gift cards purchased through Canadagooen (gift cards are non-refundable, non-transferable, and cannot be redeemed for cash unless required by law).

7. Contact Us for Refund Inquiries

If you have questions about our refund policy, need help with a refund request, or have not received your refund within the expected timeline, please contact our customer service team at:

We are committed to resolving refund-related issues promptly, especially during peak winter shopping seasons, to ensure you have the right gear when you need it most.