Refund policy
At Canada Knitwear, customer satisfaction is important to us. If you are not fully satisfied with your purchase, we are happy to review your return request in accordance with the policy below.
1. Return Window
You may request a return within 15 days of the date your order is delivered.
The return period begins on the date the carrier's tracking information shows your order as delivered.
If more than 15 days have passed since delivery, the item may no longer be eligible for a return or refund, except where otherwise required by applicable Canadian consumer protection laws.
2. Return Eligibility
To be eligible for a standard return, merchandise must:
- Be unused and unworn;
- Be in the same condition in which it was received;
- Have all original tags attached;
- Include the original packaging, where applicable;
- Be free from stains, odors, damage, washing, alterations, or other signs of use.
Customers may try on garments for sizing purposes, provided the items remain in otherwise resalable condition and are not worn or used.
All returned merchandise is inspected upon receipt.
Canada Knitwear reserves the right to decline a return where the merchandise does not reasonably match the item originally shipped, shows signs of use or alteration, is damaged, or otherwise does not meet the eligibility requirements.
3. How to Request a Return
Canada Knitwear uses self-serve return process to make returns simple and convenient.
To request a return:
- Log in to your customer account using the email address associated with your order.
- Go to your order history and select the order containing the item you wish to return.
- Select Request return and follow the instructions provided.
- Select the item(s) you wish to return and provide the requested return information.
- Submit your return request for review.
Once your return request is approved, you will receive the applicable return instructions and, where eligible, a prepaid return shipping label.
Please do not ship any item back before submitting a return request through the self-serve return process and receiving return instructions.
If you are unable to access your customer account or are having difficulty submitting a return request, please contact us at ulas@canadaknitwear.com and we will assist you.
4. Free Return Shipping
For approved returns requested within the eligible 15-day return period, Canada Knitwear provides free return shipping.
Once your return request is approved, a prepaid return shipping label will be provided through the return process or sent to you by email.
5. Refunds
Once your return has been received and inspected, we will notify you by email whether your refund has been approved or declined.
If approved, the refund will be initiated to your original payment method within 3–5 business days.
The time required for the refund to appear in your account may vary depending on your bank, credit-card issuer, payment provider, or other financial institution.
Any shipping charges or other fees that are not eligible for refund will be communicated to you where applicable.
Nothing in this policy limits any refund rights that may apply under applicable Canadian consumer protection laws.
6. Exchanges
If you require a different size or colour, please submit a return request through our Shopify self-serve return process within the 15-day return period.
Where an exchange is available, the item must meet the same return eligibility requirements described above.
If the requested replacement is unavailable, Canada Knitwear may offer a refund or another appropriate resolution.
7. Incorrect, Damaged, or Defective Items
If you believe you received an incorrect, damaged, or defective item, please contact us as soon as possible after delivery.
Please provide clear photographs of:
- The item received;
- The packaging;
- The shipping label; and
- The relevant order details.
Do not discard the item or packaging until we have had an opportunity to review the claim.
Incorrect, damaged, or defective merchandise may be subject to a different resolution from a standard change-of-mind return. Canada Knitwear will review the circumstances and determine the appropriate resolution in accordance with applicable law.
For these types of claims, please contact us directly at ulas@canadaknitwear.com rather than sending the item back before we have reviewed the issue.
8. Delivery Claims and Verification
To help protect our customers and our business, Canada Knitwear may maintain reasonable order, shipping, fulfillment, and product records, including photographs or other documentation where applicable. These records may be used to verify orders, investigate delivery or return issues, prevent fraud, and resolve refund claims.
We may request additional information or evidence when reasonably necessary to review a return, refund, damage, missing-item, or other fulfillment claim.
Where permitted by applicable law, Canada Knitwear may decline a claim or restrict future returns or transactions where there is reasonable evidence of fraud, abuse, item substitution, tampering, or repeated misuse of the return process.
False claims, fraudulent chargebacks, or other deceptive activity may be treated as suspected fraud or abuse and may be reported to relevant payment processors, carriers, insurers, platforms, or authorities where reasonably necessary or legally permitted.
9. Changes to This Policy
Canada Knitwear may update this Return & Refund Policy from time to time.
The version of the policy applicable to an order will generally be the version in effect at the time the order was placed, subject to any rights or obligations imposed by applicable law.
10. Canadian Consumer Rights
This policy is intended to establish Canada Knitwear's standard return and refund procedures.
Nothing in this policy excludes, restricts, or limits any rights or remedies that consumers may have under applicable Canadian federal, provincial, or territorial consumer protection laws.
Where applicable law provides a consumer with rights that differ from this policy, those statutory rights will apply.
11. Contact Us
If you have questions about a return, refund, exchange, damaged item, defective item, or delivery issue, please contact:
Canada Knitwear
Email: ulas@canadaknitwear.com