Refund and Returns Policy
This Refund and Returns Policy and cancellation policy concerns damaged products, incomplete products, defective or non-functioning products, products lost in transit, and products that do not conform to the description. All of our products are 100% authentic. We do not sell any copies or imitations. Here is the whole process of our Refund and Returns Policy.
Damaged products, incomplete products, defective or non-working product
We will replace or refund the product at the customer’s discretion, if contacted within 10 days of receipt. In the event that a product is discontinued after purchase, we reserve the right to refund the product in lieu of offering a replacement.
If the entire order is returned, you will receive a full refund. If only part of your order is returned, you will only be refunded for the returned products.
Wrong products received or not as described
Any discrepancy between the items received and ordered items must be reported and claimed within 14 days of delivery. Don’t hesitate to contact our customer service by email with photos of the items received and the shipping label. Products received in error may be returned.
Final Sale and Clearance
All clearance and/or final sale products are purchased “as seen,” meaning no returns or refund requests will be accepted (except for damage due to delivery).
Refund and Returns Policy: Process
Our customer service will guide you with any return. In some cases, photo evidence is required to complete the process. Please note that our system records all press releases.
When approved by our customer service, the customer will receive a prepaid return label. Be sure to use it as soon as possible. Okedo limits the use of these tags within 14 days of being issued. Items returned within these allowed 14 days may be refused and returned.
Unfortunately, we cannot provide return labels for orders placed outside of Canada and the United-States. These orders require authorization from our customer service to return the product to our warehouse either for a replacement or a refund.
New products and in their original packaging
The product must be returned in original packaging and “as new” condition. The product must be resalable for the customer to receive a full refund. If the product is not in resalable condition due to missing or damaged packaging, instructions, or other accessories, a restocking fee of up to 25% may apply. If the product has been used, no refund will be made, and the product may be returned to the customer at his expense.
Cancellation Policy
Cancellation request received before tracking number was confirmed. Okedo.ca will do everything in its power to cancel a customer order if that order has yet to be shipped. For a cancellation request received after confirmation of the tracking number, therefore in possession of the carrier, there can be no order cancellation.
Coupons and Promotional Gifts
All gifts/promotional products cannot be exchanged or refunded and must be returned if the associated product is returned. Due to a limited quantity, all free items will be on a first-come, first-served basis. Therefore, no substitute would be offered. Cash value coupons do not carry a cash value and must be used in a transaction; the remaining amount will not be carried over. Therefore, cash-value coupons cannot be redeemed in cash.
The customer is responsible for delivering “free gift coupons” if not associated with an order with a subtotal over $149.99.
Returns, Exchanges, and Refunds for Purchases with Free Gifts, Included or Bonus Items
All products (whether defective or not) must be returned in their original condition, with original packaging material, intact warranty cards, manuals, instructions, and any other items or accessories supplied by the manufacturer. If the purchase includes a free gift, included or bonus items, the gift/items must also be returned for the return to qualify for a refund.
For verification and fraud prevention purposes, returns and exchanges of defective or non-defective products require your name, address, and telephone number. A photo (or scan) of an ID may be required for any additional confirmations. Returns with the original invoice will be processed on the original method of payment or store credits.
Products not delivered
We understand that you want to get your order as quickly as possible, but unfortunately, sometimes there is a delay caused by a carrier responsible for delivering your products. It is, therefore, for this reason, that we have a waiting period of 15 days before any product is returned (following the usual checks with the carrier).
Way of refunds
Unless requested by us, refunds will be issued in the same manner as payment was received.
Communication
For any questions relating to our Refund and Returns Policy, you can write to us through the Contact page. You can also write to us directly by email at the following address: support@okedo.ca.