Refund policy

1. Your Consumer Rights

This policy provides a voluntary return process in addition to any rights available under applicable Canadian federal, provincial, or territorial law.

Nothing in this policy excludes or limits a mandatory legal warranty, a right relating to defective or misdescribed goods, a statutory cancellation right, or another remedy that cannot lawfully be restricted.

Where applicable law provides a different condition or a more favourable remedy, that law applies. The eligibility requirements for change-of-mind returns do not automatically apply to claims concerning faulty, damaged, incorrect, or legally non-conforming products.

2. Thirty-Day Return Request Period

You may request a change-of-mind return within 30 calendar days after delivery.

For orders delivered in separate packages, the return period for each item begins when that item is delivered.

To exercise this voluntary return option, email us before the 30-day period expires. If your request is submitted on time, a delay in our response will not cause you to lose eligibility.

After we provide return instructions, send the eligible item within 14 calendar days. If circumstances outside your reasonable control prevent timely shipment, contact us before that period ends so we can arrange a reasonable extension.

3. Condition of Change-of-Mind Returns

For a change-of-mind return, the item must be:

• Unused, unworn, and unwashed.
• In the same condition in which you received it.
• Returned with its original tags, accessories, and included components.
• In its original packaging where reasonably available, with adequate protective packaging for transport.
• Identifiable through an order number, order confirmation, or another reasonable proof of purchase.

You may inspect the item as reasonably necessary to assess its appearance and characteristics. However, extended use, washing, alteration, or damage after delivery may make a change-of-mind return ineligible.

A missing original shipping carton alone will not invalidate an otherwise eligible return if the product is adequately protected.

4. Change-of-Mind Exclusions

The following items are excluded from voluntary change-of-mind returns where applicable to the product purchased:

• Products made to your individual specifications or clearly personalised.
• Sealed products that are unsuitable for return for health or hygiene reasons once their protective seal has been opened.
• Perishable products.
• Gift cards, except where a refund is required by law.
• Products clearly identified as final sale before checkout.

Any applicable final-sale designation must be disclosed before purchase. Discounted products are not automatically final sale.

These exclusions do not remove your rights when an item is defective, damaged, incorrectly supplied, or otherwise fails to meet applicable legal requirements.

5. How to Request a Return

Email info@spraygroundh.shop and include:

• Your order number.
• The name and email address used for the purchase.
• The item or items you wish to return.
• The reason for the return.
• Photographs or other relevant information if the item is damaged, defective, or incorrect.

We aim to respond within two business days.

For an eligible return, we will provide instructions and the designated return destination. Please contact us before shipping a voluntary return so we can identify the parcel and direct it appropriately.

Do not assume that an address printed on the shipping package is the correct return destination. Our internal authorisation process does not restrict any statutory right to cancel or return goods by another legally valid method.

6. Return Shipping Costs

For a change-of-mind return, you are responsible for the direct cost of shipping the item back. That cost depends on your carrier, parcel size, and the return destination.

For an item that arrived defective, damaged, or incorrect, we will cover reasonable necessary return shipping costs. We will provide a prepaid label where available or agree on a reasonable shipping method and reimbursement arrangement before you send the item.

We do not charge a restocking fee.

Because standard outbound shipping is free, we do not deduct an original standard shipping charge from an eligible refund.

7. Damaged, Defective, or Incorrect Items

Please inspect your order after delivery and contact us promptly if an item is damaged, defective, missing components, or different from what you ordered.

Where practical, retain the packaging and provide photographs of the product and parcel. We will accept other reasonable evidence if photographs are unavailable or do not demonstrate the issue.

Depending on the circumstances and applicable law, the resolution may include repair, replacement, a price reduction, or a refund. Where the law gives you a choice of remedy, we will respect that choice.

You do not have to accept store credit instead of a monetary refund when you are entitled to a monetary refund.

The 30-day change-of-mind deadline does not limit applicable legal warranties or claims for defects discovered later.

8. Packing and Sending Your Return

Package the item securely and include enough order information for us to identify it.

For customer-arranged returns, we recommend a tracked service and keeping your proof of postage. If a return is delayed or lost, that information helps us investigate.

Responsibility for loss or damage during a return will be assessed according to the shipping arrangement and applicable law. We will not automatically reject a claim solely because a carrier has failed to complete delivery.

Please do not send unrelated items, personal documents, or payment-card information with your return.

9. Inspection and Refund Timing

We will normally inspect a returned item within five business days after receiving it and notify you of the outcome.

Once a refund is approved, we will submit it to the original payment method within five business days. Your bank or payment provider may then require an additional five to ten business days to display the credit.

These are routine processing estimates. If applicable law requires an earlier refund or a refund before inspection is complete, we will follow that requirement.

If we decline a voluntary return, we will explain the reason and discuss reasonable next steps. We will not make an unexplained partial deduction or dispose of your property without an appropriate basis.

10. Refund Amount and Method

An approved full return will be refunded for the amount paid for the returned item, including applicable taxes collected on that item.

For partial returns, refunds reflect the price actually paid after allocated discounts. Taxes will be adjusted accordingly.

Refunds are normally issued to the original payment method. If that method cannot receive a refund, we will agree on a suitable alternative after verifying the request.

We do not require you to accept a gift card or store credit instead of an approved monetary refund.

11. Exchanges

If you would like a different item, contact us about returning the original purchase and placing a new order.

Replacement availability and current prices may differ from those of the original purchase. We do not guarantee stock availability while a return is in progress.

An exchange arranged to remedy a defective or incorrect item will be handled separately from a voluntary change-of-mind exchange.

12. Order Cancellation

Contact info@spraygroundh.shop as soon as possible if you wish to cancel.

If your order has not entered dispatch, we will cancel it and issue a refund. If it has already shipped, we may be unable to stop delivery, but eligible return options remain available.

This operational cutoff does not limit any statutory right to cancel an order after dispatch.

13. Missing Orders and Late Delivery

If your order does not arrive within the estimated 15–20 calendar days from order confirmation, contact us.

We will investigate with the delivery provider and explain the available resolution. Confirmed loss or failure to deliver will be resolved by a replacement with your agreement or a refund, subject to applicable law.

A carrier investigation does not suspend a statutory cancellation right or refund deadline.

14. Refund Assistance

If a refund has not appeared after the stated processing period, check with your payment provider and email info@spraygroundh.shop.

Include your order number and refund confirmation, if available. We will help trace the transaction.