Returns & Refunds Policy – CollaGum

At CollaGum, your satisfaction is important to us. We want you to shop with confidence, knowing that you can request a return or exchange if your order isn't quite right.

Please read our Returns & Refunds Policy carefully before requesting a return.

Nothing in this policy is intended to exclude, restrict or limit any rights you may have under applicable Canadian federal, provincial or territorial consumer protection legislation, including mandatory consumer rights, statutory warranties and legal guarantees.

Please Note – Where Our Items Ship From

Our products are dispatched from, and change-of-mind returns are received at, an overseas fulfilment facility located in China.

This is explained further under "Return Address" below so you know what to expect before making a purchase.

Your rights in relation to faulty, damaged, incorrectly supplied or otherwise non-compliant goods under applicable Canadian consumer protection legislation are not affected by the location of our fulfilment facility.

Return Window

For change-of-mind returns:

Returns must be requested within 30 days of delivery.

Items must be unworn, unused and in their original condition, with all original tags and packaging included, where applicable.

Items that show signs of wear, use, damage or alteration may not be eligible for a change-of-mind return.

Your rights in relation to faulty, damaged, incorrectly supplied or otherwise non-compliant products are not limited by our 30-day change-of-mind return period.

Any additional cancellation or return rights provided by applicable Canadian consumer protection legislation remain unaffected.

Eligible Returns

We accept eligible returns for:

• Change of mind.
• Incorrect size.
• Exchange for a different size or colour, subject to availability.
• Faulty or damaged products.
• Products that are materially different from what was ordered or described.
• Products that do not comply with applicable statutory warranties or legal guarantees.

For change-of-mind returns, items must meet the return conditions outlined above.

Different conditions may apply where you are exercising your rights under applicable Canadian federal, provincial or territorial consumer protection legislation.

How to Request a Return

To request a return:

1. Contact us at info@collagumcanada.com before returning your item.

2. Include your order number and the reason for your return.

3. If the item is faulty, damaged or incorrect, please include clear photographs where reasonably possible.

4. Our customer service team will provide you with the applicable return instructions and return address.

5. Securely package the item before returning it.

6. Where you are responsible for return postage, we recommend using a tracked postal service.

Please contact us before sending a return so that we can provide the appropriate return instructions.

This procedure does not restrict any mandatory consumer rights or remedies available under applicable Canadian law.

Once your return has been received, please allow approximately 7–10 business days for it to be inspected and processed.

Where applicable law requires a shorter processing period or a different procedure, those legal requirements will prevail.

Return Shipping Costs

For voluntary change-of-mind returns, the direct costs of returning items from Canada to our international returns warehouse located in China are the responsibility of the customer.

These return shipping costs are non-refundable by CollaGum unless otherwise agreed or required by applicable law.

For returns involving faulty, damaged, incorrectly supplied or otherwise non-compliant products, return shipping costs will be handled in accordance with applicable Canadian consumer protection legislation.

Where we are legally responsible for the return of a product, we will provide an appropriate return arrangement, prepaid shipping label or reimbursement of reasonable return shipping costs, as required by applicable law.

Customers will not be required to bear return shipping costs where doing so would violate their mandatory consumer protection rights.

Any applicable customs documentation or international return instructions will be communicated by our customer service team before the return is sent.

Refunds & Processing

Once your return has been received and inspected:

• Approved refunds are generally processed within 10 business days.
• Refunds will be issued to the original payment method, unless otherwise agreed or required by law.
• Depending on your bank or payment provider, additional time may be required for the funds to appear in your account.
• You will receive an email confirmation once your refund has been processed.
• Where applicable, an exchange or store credit may be available upon request.

Where Canadian consumer protection legislation requires a refund within a specific timeframe, that timeframe will take precedence over our standard processing period.

Where a full refund is required by applicable law, the refund will include all amounts that must legally be reimbursed, including applicable taxes, original shipping charges or other fees where required.

Store credit or an exchange will not be imposed as a substitute for a monetary refund where the customer is legally entitled to receive one.

Nothing in this section affects any statutory warranties, legal guarantees or other remedies available under applicable Canadian federal, provincial or territorial consumer protection legislation.

Exchanges

Exchanges for another size or colour may be available, subject to stock availability.

For voluntary change-of-mind exchanges, requests must be made within 30 days of delivery.

To request an exchange, please contact info@collagumcanada.com.

If the requested replacement is unavailable, we will contact you to discuss the available options.

For voluntary exchanges, additional shipping charges may apply where disclosed and agreed upon.

Where an exchange or replacement is required as a remedy under applicable Canadian consumer protection legislation, any associated costs will be handled in accordance with the law.

Nothing in this section limits your rights to a repair, replacement, refund or other remedy where required by applicable law.

Non-Returnable Change-of-Mind Items

We may not accept voluntary change-of-mind returns for:

• Items returned outside the 30-day return period.
• Items that have been worn or used.
• Items that have been damaged after delivery.
• Items with missing tags or original packaging, where applicable.
• Items that have been altered or modified.

For hygiene and safety reasons, certain products that have been opened or used may not be eligible for voluntary change-of-mind returns where permitted by applicable law.

Any product-specific return restrictions will be disclosed where required.

These exclusions apply only to voluntary change-of-mind returns.

They do not override any mandatory rights available under applicable Canadian consumer protection legislation in relation to faulty, defective, incorrectly supplied or otherwise non-compliant goods.

Optional Alternative for Change-of-Mind Returns

Because our voluntary change-of-mind returns are sent to an overseas facility, returning an item is sometimes not practical or cost-effective for the customer.

In those cases only, and entirely at the customer's choice, we may offer a partial refund of up to 20% of the purchase price without requiring the item to be returned.

This option:

• Is entirely optional and offered only as a convenience where the customer prefers not to return the item.
• Is never used to discourage or replace a full refund or other remedy to which the customer is legally entitled.
• Requires mutual agreement between CollaGum and the customer.
• Does not limit any rights or remedies available to consumers under applicable Canadian federal, provincial or territorial consumer protection legislation.
• Does not prevent the customer from choosing an eligible standard return instead.

If your product is faulty, damaged, incorrectly supplied or otherwise does not comply with applicable statutory warranties, legal guarantees or consumer protection requirements, this optional partial refund arrangement does not apply.

In such cases, please contact us so that we can provide the appropriate remedy, which may include repair, replacement, refund or another remedy required under applicable Canadian law.

Customers are never required to accept a partial refund in place of a remedy guaranteed by law.

Order Changes & Cancellations

Once an order has been confirmed, it is automatically forwarded to our order processing and fulfilment system so that we can prepare orders for dispatch as quickly as possible.

Because processing may begin immediately, we cannot guarantee that an order can be changed or cancelled after it has been placed.

This includes requests to change:

• Products or sizes.
• Quantities.
• Delivery addresses.
• Delivery methods.

If you notice an error or wish to request a cancellation, please contact us as soon as possible at info@collagumcanada.com.

If your order has not yet entered processing or been dispatched, we will do our best to accommodate your request.

However, this may not always be possible.

If your order has already been processed or dispatched, you may request a return after receiving it in accordance with this Returns & Refunds Policy.

Mandatory Consumer Cancellation Rights

Certain Canadian provinces and territories provide consumers with statutory cancellation rights for online purchases, including circumstances involving:

• Failure to provide legally required information before purchase.
• Failure to provide a required copy of the purchase agreement.
• Failure to deliver products within legally prescribed timeframes.
• Misleading or unfair business practices.
• Other circumstances specified by applicable consumer protection legislation.

Where a customer has a statutory right to cancel an order, that right will apply regardless of whether the order has already entered processing or fulfilment.

Any refund or cancellation resulting from the exercise of a mandatory statutory right will be handled in accordance with the applicable legislation.

Nothing in this cancellation policy limits any rights or remedies available under Canadian federal, provincial or territorial consumer protection legislation.

Canadian Consumer Protection Law

Consumer protection in Canada is governed by a combination of federal, provincial and territorial legislation.

The specific rights available to customers may vary depending on their province or territory of residence and the circumstances of their purchase.

Applicable legislation may include, without limitation:

• The Consumer Protection Act, 2002 (Ontario), as applicable.
• The Consumer Protection Act (Quebec).
• The Civil Code of Québec.
• The Business Practices and Consumer Protection Act (British Columbia).
• The Consumer Protection Act (Alberta).
• Other applicable provincial or territorial consumer protection and sale of goods legislation.

Under applicable Canadian consumer protection legislation, consumers may have statutory rights and remedies relating to:

Product Quality and Description

Products must comply with applicable legal requirements concerning quality, description, performance and fitness for their intended purpose.

Depending on the applicable legislation, consumers may be entitled to remedies where products are defective, materially different from their description or otherwise fail to meet statutory requirements.

Statutory Warranties and Legal Guarantees

Certain provinces provide statutory warranties or legal guarantees that apply independently of any voluntary commercial warranty or return policy.

For example, Quebec consumers benefit from legal warranties under the Civil Code of Québec and the Consumer Protection Act.

These protections may require goods to be fit for their intended use and reasonably durable, considering their nature, price and normal use.

Online Purchases and Distance Contracts

Canadian provincial and territorial legislation may impose specific requirements on online retailers, including:

• Disclosure of important information before purchase.
• Clear presentation of prices, fees and delivery terms.
• Provision of required purchase confirmations or contract copies.
• Compliance with statutory delivery obligations.
• Recognition of applicable cancellation and refund rights.

False or Misleading Representations

Canadian consumer protection legislation, including the federal Competition Act and applicable provincial legislation, prohibits certain false or misleading representations and unfair business practices.

Refunds and Remedies

Where a product does not comply with applicable legal requirements, customers may be entitled to repair, replacement, cancellation, a price reduction, a refund or other remedies, depending on the circumstances and applicable legislation.

A voluntary 30-day change-of-mind return policy does not replace or restrict these statutory rights.

Quebec Consumers

Customers residing in Quebec retain all mandatory rights provided under applicable Quebec consumer protection legislation.

These rights may include legal warranties, specific protections for distance contracts, cancellation rights and mandatory refund procedures.

Nothing in this policy requires Quebec consumers to waive rights that cannot legally be waived.

International Fulfilment

The fact that CollaGum operates through an overseas fulfilment centre does not, by itself, remove consumer protections that apply to purchases made by Canadian customers.

Where mandatory Canadian consumer protection legislation applies to a transaction, we will comply with the relevant requirements.

Your statutory consumer rights apply in addition to the voluntary benefits offered under this Returns & Refunds Policy.

Contact Us

If you have any questions about a return, refund or exchange, please contact our customer service team:

CollaGum

Email: info@collagumcanada.com

We'll be happy to assist you.