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 were deliberately ordered in multiple sizes, colors, or variations of the same item with the intention of returning some or all of them is not permitted. These orders are not eligible for return or refund.
• We reserve the right to refuse returns that do not comply with our return policy.

Sale & Promotional Items

Items purchased during promotional sales or special offers are considered final sale and are not eligible for return or refund.

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.

We are not responsible for lost or damaged return shipments. Customers are responsible for ensuring that returned items arrive safely at the return address.

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. All returned items are inspected upon arrival. We reserve the right to refuse a refund if the item does not meet our return conditions.

Liability

• We are not responsible for lost or stolen parcels if the tracking indicates that the item has been delivered to the address provided by the customer.
• Customers are responsible for providing accurate shipping information at checkout. Any errors in the shipping address must be reported within 24 hours of placing the order. We cannot guarantee address changes after an order has been processed.

Contact

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