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Returns & Exchanges Policy

At T.H.E. Shop, we want you to be satisfied with your purchase. Returns and exchanges may be requested within 14 days of purchase (or 14 days from delivery for online orders), subject to the conditions below.

Return & Exchange Request Process

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To request a return or exchange, customers must:

  1. Complete our Return & Exchange Request Form

  2. Upload clear photos of the product and packaging

  3. Provide a detailed explanation of:

    • The issue with the product

    • Reason for return or exchange

  4. Include proof of purchase (receipt or order number)

Requests will be reviewed by our team before approval is issued.

Contact Us

 

Returns

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Returns may be made:

  • By mail

  • In person at our Markham store

 

Return Eligibility

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To qualify for a return:

  • Item must be unused

  • Sealed or wrapped items must remain unopened

  • Item must be in original packaging (if applicable)

  • Proof of purchase is required

Once approved and received, eligible refunds will be processed to the original payment method.

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Exchanges

Exchange Request Requirements

To request an exchange:

  • Complete the Return & Exchange Request Form

  • Upload clear photos showing the product condition and issue(s)

  • Explain the reason for the exchange request

  • Once approved, bring the item and proof of purchase to our Markham store, or return the item by mail at customer’s own expense

All exchange requests are subject to product availability and approval.

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Shipping & Refund Details

  • Items remain your responsibility until received by us.

  • We strongly recommend using a trackable shipping method, as we are not responsible for returns lost in transit.

  • Original shipping fees are non-refundable unless the return is due to our error.

  • Refunds are typically processed within 48 hours after receiving and inspecting the returned item.

  • Depending on your financial institution, refunds may take approximately 5–10 business days to appear in your account.

 

Terms & Conditions

  • All returns and exchanges are reviewed on a case-by-case basis and are subject to T.H.E. Shop’s discretion.

  • We may request additional information, including personal information, to verify a request.

  • Products that do not meet the eligibility requirements may be refused.

  • For information on how we collect and use personal information, please refer to our Privacy Policy.

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