Refunds and returns

Last updated 9 September 2026.

If something is wrong

Contact us if an item arrives damaged, is not as described, is missing or does not meet the applicable consumer guarantees. We will assess the problem and provide the remedy required by law, which may include repair, replacement or refund. We cover reasonable return costs where required for a statutory remedy. We may ask for information about the problem to help resolve it.

Nothing in this policy limits your rights under applicable Canadian provincial or territorial consumer protection laws. Fees and voluntary return conditions do not apply where the law entitles you to a remedy without them.

Change-of-mind returns

Our policy permits returns requested within 15 days of purchase. A CA$39 packing and handling deduction per order applies to voluntary returns because you found a better price, changed your mind, ordered the wrong item, no longer need it or it does not fit. You also pay tracked return freight to the warehouse from which it was dispatched.

For a voluntary return, retain the original packaging and your receipt or order confirmation. Contact us first for the correct return address. Purchases from other retailers must be taken up with that retailer. These conditions do not remove your statutory rights.

Refund processing

Our stated processing time is 24-48 hours after receiving and assessing the return. A refund normally goes to the original payment method. Store credit is available only if you request it. Your payment provider may take additional time to show the refund.

Changing or cancelling an order

Contact us promptly, preferably within 12 hours, if you need to change or cancel an order. Voluntary cancellation is available before packing and dispatch begin, with the existing 12.5% service and processing fee. Once packing or dispatch has begun, contact us about the returns process instead. The fee does not apply where the law entitles you to cancel without it.

Measurements and track lengths

Check your measurements before ordering track by the metre. Contact us before returning a cut length so we can assess the request against this policy and any applicable consumer rights.

Contact theteam@customersupport.care or our international call centre on +66 98 391 3877. Include your order number for order enquiries.