Return & Refund Policy

1. Order Confirmation & Policy Acknowledgment

By placing an order on our website, you acknowledge that you have read, understood, and agreed to our Return & Refund Policy. By completing your purchase, you confirm that:

• You have reviewed and accepted our return criteria and timelines.

• You agree to follow the return process as outlined in our policy.

• In the event of a chargeback or dispute, this policy—along with all related order and communication records—will be used as supporting evidence.

2. Return Eligibility

If you are not satisfied with your purchase, you may return eligible items within 30 days of delivery, provided that the following conditions are met:

• The item must be unused, unworn, and unwashed.

• The item must be returned in its original packaging and condition.

• Only normal handling and inspection of the product may have occurred.

• The customer is responsible for return shipping and handling costs.

Returns will be processed within 7 business days of receipt. We reserve the right to refuse returns if the product shows signs of misuse, excessive wear, or damage not attributable to us.

3. How to Return

To initiate a return, please follow these steps:

1. Email us at info@montrealkate.com within 30 days of delivery.

2. Include the following details in your email:

   • Order number

   • Reason for return

   • Photos of the product (if defective or damaged)

   • Your full name and shipping address

3. Wait for our return instructions before shipping the product.

Please note: Do not send items to the sender’s address without our approval; unauthorized returns may be rejected. We highly recommend using a tracked shipping service and retaining proof of shipment until your return is fully processed.

4. Defective or Damaged Items

If your order arrives defective or damaged, please contact us within 2 days of delivery at info@montrealkate.com with:

• Your order number

• A brief description of the issue

• Clear photos (or a short video) showing the defect

Once verified, we may offer a replacement depending on availability and the issue type. In certain cases, a physical return may not be required for defective items. Replacements for defective items are typically processed within 7–14 business days.

5. Lost or Unclaimed Orders

If your package is lost in transit, please contact our support team with your order number and tracking details. We will assist you in filing a claim with the courier and arrange a replacement or refund if it is confirmed lost.

If a package is refused at delivery, unclaimed, or returned to us due to an incorrect address, a $35 CAD deduction will be applied to your refund to cover administrative and shipping costs.

6. Cancellations & Right of Withdrawal

You may cancel your order within 30 days of receipt under Canadian consumer protection law. However, because our order fulfillment is automated, orders cannot be stopped once they have been shipped. If your order has already been dispatched, you may initiate a standard return after delivery following the steps outlined above.

To cancel an order before shipment, email us at info@montrealkate.com with a clear request to withdraw. The buyer is always responsible for return shipping costs.

7. Chargebacks & Dispute Resolution

If there is any issue with your order, please contact us first. We are committed to resolving matters promptly and fairly.

If a chargeback or dispute is filed, we will provide your bank with supporting documentation, including your order confirmation, tracking details, and all email correspondence and photos. Submitting a chargeback without prior contact may delay the resolution process and affect your eligibility for future orders.

8. Important Notes

• All returns must be sent to our central warehouse in Asia at the customer’s expense.

• We are not responsible for transit delays or customs clearance issues.

• For hygiene-sensitive items, returns in unsanitary or used condition will strictly not be accepted.

• Returns are not free—shipping and handling fees apply.

Contact Us

If you have any questions regarding this policy, please reach out to our Customer Support Team at info@montrealkate.com. We are happy to assist you!