return policy

Charlotte Halifax

Order Confirmation and Acceptance of Policy

By placing an order through the Charlotte Halifax website, you acknowledge that you have read, understood, and agreed to the terms outlined in this Returns & Refund Policy.

By completing your purchase, you confirm that:

  • You have reviewed and accepted our return conditions and refund procedures.

  • You agree to follow the return process described in this policy.

  • In the event of a payment dispute, chargeback, or claim, this policy, together with order records, tracking information, and customer communications, may be used as supporting evidence.

Returns

We want you to be satisfied with your purchase. If you are not completely happy with your order, eligible items may be returned within 30 days of delivery, subject to the conditions outlined below.

Return Eligibility

To qualify for a return, the following requirements must be met:

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

  • The product must be returned in its original packaging.

  • The item must be in the same condition in which it was received.

  • Products may only have been inspected or handled as reasonably necessary.

  • Return shipping and any associated handling costs are the responsibility of the customer.

Once received, returns are typically inspected and processed within 7 business days.

Charlotte Halifax reserves the right to refuse any return that shows signs of misuse, excessive wear, alteration, accidental damage, or conditions inconsistent with normal product inspection.

How to Request a Return

To initiate a return request:

  1. Contact us within 30 days of receiving your order by emailing info@charlotte-halifax.com.

  2. Please include the following information:

    • Order number

    • Reason for the return

    • Full name

    • Shipping address

    • Product photos (if the item is damaged, defective, or incorrect)

  3. Wait until you receive return authorization and shipping instructions from our customer support team.

  4. Do not send any items back without prior approval. Unauthorized returns may be rejected and returned to the sender.

For your protection, we strongly recommend using a tracked shipping service and keeping proof of shipment until your return has been successfully processed.

Damaged or Defective Items

If your order arrives damaged, defective, or faulty, please contact us within 48 hours of delivery at info@charlotte-halifax.com.

Please provide:

  • Your order number

  • A description of the issue

  • Clear photographs or a short video showing the defect or damage

After reviewing the information, we may offer:

  • A replacement item

  • A partial refund

  • A full refund, where appropriate

Depending on the nature of the issue, we may not require the defective item to be returned.

Approved replacements are generally processed within 7–14 business days.

Lost Packages

If your package appears to be lost during transit:

  • Contact our customer service team as soon as possible.

  • Provide your order number and tracking information.

  • We will work with the shipping carrier to investigate the shipment.

If the carrier confirms that the package has been lost, we will arrange either a replacement or a refund, depending on the circumstances.

If a package is refused, unclaimed, abandoned, or returned due to an incorrect address provided by the customer, an administrative and logistics fee of $35 CAD may be deducted from the refund amount.

Order Cancellations and Right of Withdrawal

Customers may exercise their right to cancel an order in accordance with applicable consumer protection laws.

Because order fulfillment begins shortly after purchase, orders cannot be cancelled once they have entered the shipping process.

If your order has already been dispatched, you may request a return after delivery by following the return procedure described in this policy.

To request cancellation before shipment, please contact info@charlotte-halifax.com as soon as possible.

Where a return is required following cancellation, return shipping costs remain the responsibility of the customer.

Payment Disputes and Chargebacks

If you experience any issue with your order, we encourage you to contact Charlotte Halifax before initiating a chargeback or payment dispute.

Our customer support team is committed to resolving concerns quickly and fairly.

If a chargeback or dispute is filed, we may provide relevant documentation to the payment provider, including:

  • Order confirmation records

  • Tracking and delivery information

  • Communication history

  • Product photographs or supporting evidence

Submitting a payment dispute without first contacting our support team may delay the resolution process and could affect eligibility for future purchases.

Important Information

Please note the following:

  • All approved returns must be shipped at the customer's expense to our designated fulfillment facility.

  • Charlotte Halifax is not responsible for delays caused by customs procedures, international transit issues, or shipping carrier disruptions.

  • Products that cannot be returned for hygiene or health reasons may be excluded from return eligibility once opened or used.

  • Return shipping costs, customs charges, duties, taxes, and administrative fees are non-refundable unless otherwise required by law.

  • Free returns are not offered unless specifically stated for a promotional campaign or required by applicable legislation.

Contact Us

If you have any questions regarding this Returns & Refund Policy or require assistance with a return request, please contact our customer support team:

Charlotte Halifax
Email: info@charlotte-halifax.com

We are happy to assist you and will do our best to provide a prompt resolution.