Refund policy

Refund and Return Policy

Business name: Cedarvale & Rowan

Customer support email: support@cedarvaleandrowan.ca

Returns email: returns@cedarvaleandrowan.ca

Privacy email: privacy@cedarvaleandrowan.ca

Phone: +1 (647) 742-1936

Business address:
180 Colin Ave
Toronto, ON M5P 2C6
Canada

Support hours: Monday to Friday, 9:00 AM to 5:00 PM ET

Effective date: 9 July 2026

1. Overview

This Refund and Return Policy explains how Cedarvale & Rowan handles returns, refunds, exchanges, damaged items, defective products, incorrect products, cancelled orders, non-delivery and customer support requests for purchases made through our online store.

This policy applies to fashion, apparel, accessories and related products purchased from Cedarvale & Rowan.

2. Consumer Rights

Nothing in this policy limits any rights you may have under Ontario consumer protection legislation, federal Canadian law, common law, or any other applicable consumer protection requirement. If a product is defective, not as described, not delivered, unsafe, not fit for its ordinary purpose, or otherwise subject to a mandatory remedy, you may be entitled to a refund, replacement, repair, cancellation, chargeback or another remedy required by law.

3. Ontario Internet Agreement Rights

Online purchases may be treated as internet agreements under Ontario consumer protection legislation where the applicable legal thresholds and requirements are met. Where required, we aim to provide clear pre-purchase information, an express opportunity to accept or decline the purchase and correct errors before checkout, and a copy or confirmation of the agreement after purchase.

If required information is not provided, if you are not given an express opportunity to accept or decline the agreement or correct errors before checkout, or if the agreement copy is not provided as required, you may have statutory cancellation rights under Ontario law.

This section does not limit any mandatory consumer protection right available to Ontario consumers.

4. Voluntary Change-of-Mind Returns

In addition to your statutory rights, we may accept voluntary change-of-mind returns for eligible products if all of the following conditions are met:

You contact us within 14 days of receiving your order.
The product is unused, unworn, unwashed and in original condition.
The product includes all original tags, labels, hygiene seals, packaging and accessories.
The product is not excluded from voluntary return under this policy.
You provide proof of purchase, such as an order number or order confirmation.

Voluntary change-of-mind returns are offered at our discretion and do not affect your statutory rights.

5. Products Excluded From Voluntary Returns

Unless required by applicable law, we do not accept voluntary change-of-mind returns for:

Items marked final sale or non-returnable before purchase.
Gift cards or store credits.
Personalised, customised, altered or made-to-order products.
Intimate apparel, swimwear, earrings, hair accessories or hygiene-sensitive items where packaging, hygiene seals or protective wrapping have been opened or removed.
Products that have been worn, washed, damaged, stained, scented, altered or used after delivery.
Products returned without original tags, labels or packaging where this makes resale unsuitable.

6. Sale and Promotional Products

Sale, clearance, promotional or discounted products may be returned only if they meet our voluntary return conditions or if a remedy is required by applicable law. A discount does not remove mandatory consumer protection rights.

7. Damaged, Defective or Incorrect Products

Please inspect your order as soon as possible after delivery. If you receive a damaged, defective or incorrect product, contact us promptly at returns@cedarvaleandrowan.ca with your order number, a description of the issue and clear photos showing the product, packaging and any visible damage or defect.

Where a product is confirmed to be defective, incorrectly supplied, materially different from its description, or otherwise subject to a legal remedy, we will provide the remedy required by applicable law. This may include repair, replacement, refund, cancellation or another appropriate remedy.

8. How to Request a Return

To request a return, contact us before sending any item back:

Email: returns@cedarvaleandrowan.ca
Phone: +1 (647) 742-1936

Please include:

Your full name.
Your order number.
The email address used to place the order.
The product name and quantity you wish to return.
The reason for the return.
Photos, if the item is damaged, defective, incorrect or materially different from its description.

If your return is approved, we will provide return instructions. Please do not send products back without contacting us first, as unauthorised returns may be delayed or refused where permitted by law.

9. Return Address

Unless we provide a different authorised return address in writing, approved returns should be sent to:

Cedarvale & Rowan
180 Colin Ave
Toronto, ON M5P 2C6
Canada

Phone: +1 (647) 742-1936

10. Return Shipping Costs

For approved voluntary change-of-mind returns, you are responsible for return shipping costs unless we state otherwise in writing.

For damaged, defective, incorrect or legally non-compliant products, return shipping costs will be handled in accordance with applicable law. We may reimburse reasonable return shipping costs where required after assessment.

We recommend using a trackable postal or courier service. We are not responsible for returned items lost in transit unless the return shipping was arranged directly by us.

11. Inspection of Returned Products

Returned products will be inspected after receipt. We may refuse a voluntary return or reduce a discretionary refund where permitted by law if a product is not returned in eligible condition, has been worn, washed, damaged, altered, scented or stained, or is missing original tags, packaging or accessories.

Inspection does not limit any statutory rights you may have.

12. Refund Method and Timing

Approved refunds will usually be issued to the original payment method used at checkout. If the original payment method is unavailable, we may offer store credit, bank transfer or another reasonable method, subject to applicable law.

Once your refund is approved, we aim to process it within 5 to 10 business days. Your bank, card issuer or payment provider may require additional time to make the funds available.

13. Original Shipping Charges

For voluntary change-of-mind returns, original shipping charges are generally non-refundable unless we state otherwise in writing. If your order received free shipping and you return part or all of the order, we may deduct reasonable outbound shipping costs from any discretionary refund where permitted by law.

Where a refund or cancellation remedy is required by Ontario consumer protection law or other applicable law, shipping charges will be handled in accordance with that law.

14. Statutory Cancellation and Refunds

If you exercise a statutory cancellation right that applies to an Ontario internet agreement, we will handle cancellation and refund requests in accordance with applicable legal requirements. This may include refunding amounts paid within the required period after valid cancellation.

15. Non-Delivery

If your order has not arrived within the estimated delivery window, please contact us with your order number. We may ask you to check your delivery address, tracking status, local post office, parcel collection point, household members, building reception or safe-drop location.

Where an order is not delivered within the agreed or legally required time, you may have cancellation, refund or chargeback rights under Ontario consumer protection law. We will review the matter and provide an appropriate remedy where required.

16. Partial Refunds

Partial refunds may be provided where only part of an order is returned, where a discretionary adjustment is agreed, or where a product is returned with missing components in circumstances where a full refund is not required by law. Partial refunds will not be used to avoid mandatory consumer remedies.

17. Exchanges

Exchanges may be available for eligible products, subject to stock availability and approval. If the requested replacement product is unavailable, we may offer a refund, store credit or another reasonable option.

For defective, damaged or incorrectly supplied products, exchanges will be handled in accordance with applicable law.

18. Store Credit

Where a voluntary return is approved, we may offer store credit as an option. Store credit is not redeemable for cash unless required by law. Any expiry date, use restriction or condition will be provided when the store credit is issued.

19. Final Sale Items

Products marked final sale cannot be returned for change of mind unless we approve otherwise in writing. This does not limit your legal rights if the product is defective, unsafe, incorrectly supplied, not fit for purpose, not as described or otherwise subject to a mandatory remedy.

20. Orders Returned to Sender

If an order is returned to us because of an incorrect address, failed delivery, refusal of delivery, uncollected parcel or other issue not caused by us, we will contact you to arrange redelivery or refund where appropriate.

Additional shipping fees may apply for redelivery. If a refund is approved, we may deduct reasonable shipping and carrier costs where permitted by law.

21. Late or Missing Refunds

If you have received confirmation that a refund has been processed but have not received the funds, please first check your bank account, card statement or payment provider account. Then contact your bank, card issuer or payment provider, as processing times can vary.

If you still need help, contact us at support@cedarvaleandrowan.ca.

22. Contact Us

For returns, refunds, exchanges or order issues, contact: