Return Policy
RETURN & REFUND POLICY
Order Confirmation & Policy Agreement
By placing an order with Hayes Vancouver, you confirm that you have read, understood, and agreed to the terms outlined in this Return & Refund Policy.
By completing your purchase, you acknowledge that:
- you have reviewed our return conditions and timelines
- you agree to follow the return procedure described below
- this policy may be referenced as supporting documentation in the event of a dispute or chargeback
Returns
If you are not satisfied with your purchase, eligible items may be returned within 30 days of delivery.
To be eligible for a return:
- items must be unworn, unused, and unwashed
- items must be returned in their original condition and packaging
- only standard product inspection handling is permitted
Customers are responsible for return shipping costs unless the item is defective or incorrect.
Returns are typically processed within 7 business days after the returned item has been received and inspected.
We reserve the right to refuse returns that show signs of wear, misuse, alteration, or damage not caused by us.
How to Request a Return
To initiate a return, please contact:
within 30 days of delivery and include:
- your order number
- reason for return
- photos if the item is damaged or incorrect
- your full name and shipping address
Please wait for confirmation and return instructions before sending any items back. Unauthorized returns may not be accepted.
We recommend using tracked shipping and keeping proof of shipment until your return has been completed.
Damaged or Defective Items
If your order arrives damaged or defective, contact us within 48 hours of delivery at:
Include:
- your order number
- description of the issue
- clear photos or video of the defect
After review, we may offer:
- a replacement item
- a partial refund
- or a full refund depending on the situation
In some cases, returning the defective item may not be required.
Replacement processing usually takes 7–14 business days.
Lost Packages
If your package is lost during transit:
Please contact us with your order number and tracking details.
We will investigate with the shipping carrier and arrange a replacement or refund if the parcel is confirmed lost.
Refused or Unclaimed Deliveries
If a package is:
- refused at delivery
- returned due to an incorrect address
- or left unclaimed by the recipient
a $35 CAD administrative and shipping fee may be deducted from the refund.
Order Cancellations
Orders may be cancelled before shipment by contacting:
Once an order has been dispatched, cancellation is no longer possible. However, you may return the item after delivery following our return process.
Chargebacks & Disputes
If there is an issue with your order, we strongly encourage you to contact us first so we can resolve the matter quickly.
If a chargeback is filed, we may provide your payment provider with documentation including:
- order confirmation
- tracking information
- communication history
Filing a chargeback without prior contact may delay resolution.
Important Return Notes
Returns must be sent to our designated fulfillment facility. The return address will be provided after approval.
Customers are responsible for return shipping costs unless the item is defective or incorrect.
We are not responsible for delays caused by customs clearance or courier handling during return transit.
Items returned in unsanitary or used condition cannot be accepted for hygiene reasons.
Contact
For any questions regarding returns or refunds, please contact: