RETURN POLICY
Return & Refund Policy
whitmore-collective
Order Confirmation and Acceptance of This Policy
By placing an order through Whitmore-Collective, you acknowledge that you have read, understood, and agreed to this Return & Refund Policy.
By completing your purchase, you confirm that:
- You have reviewed and accepted the return conditions and timeframes outlined in this policy.
- You agree to follow the return process described below.
- In the event of a payment dispute or chargeback, this policy, together with order records, tracking information, and communication history, may be used as supporting documentation.
Returns
We want you to feel confident shopping with Whitmore-Collective. If you are not completely satisfied with your purchase, eligible items may be returned within 30 days of delivery, provided the conditions below are met.
Return Eligibility
To qualify for a return:
- The item must be unused, unworn, and unwashed.
- The product must be returned in its original packaging and in its original condition.
- The item may only have been handled as necessary to inspect its quality and suitability.
- Customers are responsible for all return shipping and handling costs.
Once your return has been received, it will generally be inspected and processed within 7 business days.
Whitmore-Collective reserves the right to decline returns if the returned product shows signs of misuse, excessive wear, accidental damage, or any condition inconsistent with normal inspection.
How to Start a Return
To request a return, please contact us within 30 days after your order has been delivered.
Email:
Please include:
- Your order number
- The reason for your return
- Photos of the item if it is damaged or defective
- Your full name
- Your shipping address
Please wait until you receive our return instructions before sending any item back.
Returns sent without prior authorization may be refused or delayed.
For your protection, we strongly recommend using a tracked shipping service and keeping your proof of shipment until your return has been fully processed.
Damaged or Defective Products
If your order arrives damaged, defective, or incorrect, please notify us within 2 days of delivery by emailing:
Please include:
- Your order number
- A brief explanation of the issue
- Clear photos or a short video showing the problem
After reviewing your request, we may:
- Send a replacement product;
- Offer another suitable solution depending on the circumstances.
In certain situations, returning the defective item may not be necessary.
Approved replacements are generally processed within 7–14 business days.
Lost or Undelivered Orders
If your package appears to be lost during transit, please contact our customer support team with:
- Your order number
- Your tracking number
We will work with the shipping carrier to investigate the shipment and, if the package is officially confirmed as lost, arrange an appropriate replacement or refund.
If a package is refused upon delivery, remains unclaimed, or is returned due to an incorrect shipping address provided by the customer, a CAD $35 deduction may be applied to cover return shipping and administrative expenses.
Order Cancellations
You may request to cancel your order before it has been shipped.
Because orders are processed quickly, cancellation requests cannot be guaranteed once fulfillment has begun.
If your order has already shipped, it can no longer be cancelled. You may instead request a return after delivery, provided your order qualifies under this policy.
To request a cancellation, please contact:
If a return is required after shipment, the customer is responsible for the return shipping costs.
Chargebacks and Payment Disputes
If you experience any issue with your order, we encourage you to contact Whitmore-Collective first so we can resolve the matter as quickly as possible.
Should a chargeback or payment dispute be initiated, we may provide relevant documentation to the payment provider or financial institution, including:
- Order confirmation
- Shipment tracking information
- Customer correspondence
- Product photos or other supporting documentation where applicable
Submitting a chargeback without first contacting our support team may delay resolution and could affect future purchases.
Important Information
Please note the following:
- All approved returns must be shipped by the customer to our designated return facility in Asia.
- Customers are responsible for all return shipping expenses unless otherwise required by law.
- Whitmore-Collective is not responsible for delays caused by shipping carriers, customs procedures, or other circumstances beyond our control.
- Products that cannot be returned for hygiene or health reasons must be unused and remain in their original condition to qualify for any return where legally permitted.
- Return shipping costs and any applicable administrative fees are non-refundable unless otherwise required by applicable consumer protection laws.
Contact Us
If you have any questions regarding this Return & Refund Policy or need assistance with a return, please contact our customer support team.
Whitmore-Collective
Email: info@whitmore-collective.com
Our team will be happy to assist you and respond as quickly as possible.