Return policy

Return policy

At Ashbury Ottawa, we do everything we can to keep our customers satisfied. However, there may be occasions when you wish to return a product. This document clearly explains our return policy.

Conditions for returns

- You may only register an item for return after you have physically received it.
- Return costs are entirely at the customer's expense, including international shipping costs.
- Items must be unused, unwashed, undamaged and in their original condition, with all labels and tags still attached.
- Trying on items is permitted, but wearing them is not.
- Returning products that have been deliberately ordered in multiple sizes with the intention of returning some or all of them is not permitted.

Return process

- Register your return via info@ashburyottawa.com within 14 days of receiving the item.
- We will send you the return address of our supplier (based in Asia).
- You return the item at your own expense, including any customs duties or shipping costs.
- We always recommend using a shipping method with track & trace.

Refund

After we get the item at the return address and check it out, we'll refund you within 14 days using the original payment method.

Liability

- We are not responsible for lost parcels if the tracking indicates that the item has been delivered to the address provided by the customer.
- If an incorrect address has been provided, this is the customer's responsibility.
- Errors in the address must be reported within 24 hours of placing the order.

Contact

For questions about returns, please contact us at info@ashburyottawa.com.