Refund policy

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Campbell Toronto — Return & Refund Policy

1. Return Period

You have 30 calendar days from the delivery date of your order to initiate a change-of-mind return request. For items with significant defects or faults, the rights provided under the Consumer Protection Act, 2002 (Ontario) and other applicable Canadian federal and provincial consumer protection laws apply, which may extend beyond this period.

2. Cost Summary

To ensure full transparency, below is a summary of any costs related to returns (all amounts in CAD):

  • Restocking fees: $0.00
  • Return shipping (defective, damaged, or incorrect item): $0.00 (Campbell Toronto covers all costs)
  • Return shipping (change of mind): At the customer's expense

3. Return Conditions

To be eligible for a change-of-mind return, the item must meet the following requirements:

  • The item must be unused, unwashed, and in its original condition.
  • All original tags, labels, and packaging must be intact and undamaged.
  • Proof of purchase (order number or receipt) must be provided.

The following items are not eligible for return:

  • Items marked as "Final Sale" at the time of purchase.
  • Perishable goods, underwear, or hygiene-sensitive items (e.g., earrings, swimwear, where applicable) for health and safety reasons.
  • Items used, altered, or damaged by the customer.

4. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, Campbell Toronto will arrange a replacement or a full refund at no additional cost to you. For items valued under $24.99 CAD or items clearly damaged on delivery, we generally do not require physical return; for other cases, we will arrange free collection through a partner courier.

Action required: Contact us immediately at Support@campbelltoronto.com within 30 days of delivery. Include your order number, a clear photo of the item and packaging, and a brief description of the issue. We will promptly arrange a free replacement or a full refund.

5. How to Initiate a Return (Change of Mind)

To ensure a smooth return process, please follow these steps:

  • Contact us first: Do not send items without prior authorization. Email Support@campbelltoronto.com with your order number and the reason for the return.
  • Receive instructions: Our customer service team will respond within 1 business day (Mon-Sat) with specific instructions and the correct return address.
  • Ship the item: Pack it securely and send it to the return address provided. We recommend using a trackable shipping method. Campbell Toronto is not responsible for items lost or damaged during return transit for change-of-mind returns; this exclusion does not apply to defective, damaged, or incorrect items, for which we arrange and cover the return shipping.

6. Exchanges (Size or Color Replacement)

We offer free exchanges for size or color on the same item, subject to stock availability. To request an exchange:

  • Contact us within 30 days of delivery at Support@campbelltoronto.com, indicating your order number, the item to be exchanged, and the new size or color desired.
  • Availability check: Our team will confirm the availability of the new item within 1 business day. If the requested item is not available, we will offer you a full refund or a store credit of equal value.
  • Exchange shipping: Once we have received and verified the original item at our warehouse, we will ship the new item within 2 business days, at no additional shipping cost to you.
  • Conditions: The item to be exchanged must meet the same conditions required for returns (unused, unwashed, with original tags and packaging intact).

Exchange shipping costs:

  • Shipping the new item (to the customer): $0.00 (covered by Campbell Toronto)
  • Return shipping of the original item: At the customer's expense
  • Exchange for a defective or incorrect item: $0.00 (both shipments covered by Campbell Toronto)

Only one free exchange per order is permitted. For additional exchanges on the same item, we recommend proceeding with a return and a new purchase.

7. Refund Processing

Once we have received and verified your returned item at our facility (generally within 3 business days of receipt), we will notify you by email regarding the approval or rejection of the refund. If approved, the refund will be processed within 7 business days and credited to the original payment method.

The refund includes the product price and the original standard shipping costs paid at the time of the order (any "premium" or "express" shipping costs exceeding the standard rate are non-refundable). Return shipping costs for change of mind remain the customer's responsibility.

No restocking fees: We do not charge any restocking fees. You will receive a full refund of the product price. Processing times may vary depending on your bank or payment provider.

8. Consumer Rights

Our products are covered by protections under the Consumer Protection Act, 2002 (Ontario), the Sale of Goods Act (Ontario), and other applicable Canadian federal and provincial consumer protection laws. These laws provide guarantees that cannot be excluded, including your right to a repair, replacement, or refund in the event of a lack of conformity or a defect in the goods.

Unlike some other jurisdictions, Canadian law does not provide a general statutory "cooling-off" or withdrawal period for ordinary online retail purchases. Cooling-off rights under Ontario's Consumer Protection Act, 2002 are generally limited to specific types of contracts (such as door-to-door sales, gym memberships, or timeshares) and do not automatically apply to standard e-commerce transactions. Instead, Campbell Toronto voluntarily offers the 30-day change-of-mind return window described in Section 1 of this Policy.

Nothing in this Return & Refund Policy limits or excludes your rights under applicable Canadian consumer protection law.

9. Cancellation Policy

If you wish to cancel your order, you must notify us within 24 hours, after which we reserve the right to refuse cancellation if your order is already being processed. In this case, kindly wait upon the receipt of the order, thank you for your understanding.

Please don't hesitate to always reach out to our customer support as well: Support@campbelltoronto.com

10. Contact and Company Information

For any questions or concerns regarding our Return & Refund Policy, please contact us: