Return and refund policy

Canadiana® Return & Refund Policy

At Canadiana®, we want you to shop with confidence. This Return & Refund Policy explains how returns, exchanges, damaged-item claims, and refunds are handled.

1. Return Eligibility

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return:

  • The item must be in the same condition as received;

  • The item must be unused and unopened;

  • Any protective seal must remain intact;

  • The item must be in its original packaging;

  • A receipt or proof of purchase must be provided.

Because Canadiana® sells skincare and body-care products, opened, tested, used, or unsealed products may not be eligible for return for hygiene and safety reasons, except where the item arrives defective, damaged, leaking, or incorrect.

2. How to Start a Return

To initiate a return, please contact us at:

service@canadiana.com

Please include:

  • Your order number;

  • The name of the product you wish to return;

  • The reason for the return;

  • Clear photographs where the product is damaged, defective, leaking, or incorrect.

If your return request is approved:

  • We will provide a return shipping label where applicable;

  • You will receive instructions explaining how and where to send the package;

  • You must follow the return instructions provided by our customer-service team.

Important

Items sent back without first requesting a return and receiving authorization will not be accepted.

For any questions regarding returns, contact us at service@canadiana.com.

3. Damages & Issues

Please inspect your order as soon as it is delivered.

If an item is defective, damaged, leaking, broken, or incorrect, contact us promptly so we can review the issue and provide an appropriate solution.

Please provide:

  • Your order number;

  • Clear photographs of the product;

  • Photographs of the external packaging;

  • A photograph of the shipping label;

  • A brief description of the problem.

Do not use any skincare or body-care product that arrives cracked, leaking, contaminated, broken, or otherwise unsafe.

Please retain the product and original packaging until your claim has been reviewed.

4. Exceptions and Non-Returnable Items

Certain items are not eligible for return, including:

  • Opened, used, tested, or unsealed skincare products;

  • Opened personal-care or hygiene products;

  • Products without their original packaging;

  • Products damaged after delivery through misuse or improper storage;

  • Custom or personalized products;

  • Perishable goods;

  • Hazardous materials, flammable liquids, or gases;

  • Complimentary gifts or promotional items;

  • Original shipping fees paid at checkout;

  • Items marked as final sale.

We also do not normally accept returns on:

  • Sale or clearance items marked as final sale;

  • Gift cards.

If you are unsure whether an item qualifies for return, please contact us before sending it back.

Nothing in this section limits any mandatory consumer rights that apply under relevant law.

5. Exchanges

The fastest way to receive a different product is to:

  1. Request a return for the original item;

  2. Wait for the return to be approved;

  3. Place a new order for the replacement item.

Direct exchanges may not be available for every product or destination.

Where an item arrived damaged, defective, or incorrect, Canadiana® may provide a replacement after reviewing the claim.

6. European Union – 14-Day Cooling-Off Period

If your order is shipped to the European Union, you may have the right to cancel or return the order within 14 days, without providing a reason, subject to applicable law.

To qualify:

  • The item must be unused and unopened;

  • Any hygiene or protective seal must remain intact;

  • The item must be in its original packaging;

  • Proof of purchase must be provided.

The cooling-off right may not apply to sealed skincare, cosmetic, hygiene, or personal-care products once they have been opened or unsealed after delivery.

This section applies in addition to the standard 30-day return policy where required by law.

7. Refunds

Once we receive and inspect your return, we will notify you whether the refund has been approved.

If approved:

  • The refund will be issued to your original payment method;

  • Please allow up to 10 business days for us to process the refund;

  • Your bank, card issuer, or payment provider may require additional time to post the funds to your account.

Original shipping charges, customs duties, return shipping fees, and other delivery-related charges are generally non-refundable unless:

  • The item arrived damaged or defective;

  • An incorrect product was sent;

  • Refund of those costs is required under applicable law.

If more than 15 business days have passed since your refund was approved, please contact us at service@canadiana.com.

8. Late or Missing Refunds

If an approved refund has not appeared:

  1. Check your bank or payment account again.

  2. Contact your credit-card company or payment provider.

  3. Contact your bank, as processing times may vary.

  4. Contact Canadiana® if more than 15 business days have passed since approval.

We may ask you to provide relevant transaction details so we can review the refund status.

9. Returned-to-Sender Orders

If an order is returned to the sender because of:

  • An incomplete or incorrect address;

  • Failure to collect the parcel;

  • Repeated failed delivery attempts;

  • Refusal by the recipient;

  • Unpaid customs duties;

  • Import restrictions;

we may deduct original shipping costs, return shipping fees, customs charges, and other applicable costs from the eligible refund.

The customer may also request reshipment after paying the applicable shipping fee.

10. Return Shipping Costs

Return shipping costs may be the responsibility of the customer unless:

  • The product arrived defective;

  • The product arrived damaged;

  • The wrong item was sent;

  • Canadiana® otherwise agrees to cover the return cost;

  • Applicable law requires us to cover it.

Where a return shipping label is provided, the cost may be deducted from the refund unless stated otherwise.

11. Return Address

A return authorization and return instructions from Canadiana® are required before sending any product.

Do not send returns directly to the address below without first contacting us and receiving approval.

Return Address:

SOURCE WELL INTERNATIONAL LIMITED
RM 1201, 12F, LAP FAI BUILDING
6–8 POTTINGER STREET
CENTRAL, HONG KONG ISLAND
HONG KONG

A return shipping label provided or approved by Canadiana® may be required before sending any item.

Unauthorized returns, cash-on-delivery shipments, or parcels sent to an incorrect address may be refused.

12. Contact Us

For questions about a return, refund, replacement, or damaged product, contact:

Store Name: Canadiana®
Website: canadiana.com
Email: service@canadiana.com

Please include your order number whenever contacting us about an existing purchase.