Return, Exchange, and Refund Policy

Core Conditions at a Glance

• Return Period: 14 days from the delivery date

• Condition of Items: Items must be unused and returned with their original packaging, accessories, and tags whenever reasonably possible

• Return Shipping Costs: Paid by the responsible party according to the reason for the return

• Restocking Fee: None

1. Returns, Exchanges, and Refunds

We accept returns and exchanges for most eligible products within 14 days of delivery.

Returned products must be unused and undamaged and should include all original packaging, tags, accessories, manuals, and other included items whenever reasonably possible.

Opening a product solely to inspect it does not automatically make it ineligible for return where applicable consumer protection legislation provides otherwise.

Non-Returnable Items

Unless otherwise required by applicable law, the following products may not be returned:

• Products clearly marked “Final Sale” or “Non-Returnable” before purchase;

• Personal care, hygiene, or health-related products that have been opened or used;

• Customized or personalized products;

• Products damaged through misuse or unauthorized modification;

• Products missing essential parts or accessories.

These exclusions do not limit any mandatory rights available for defective, damaged, incorrectly supplied, or misrepresented products under applicable Canadian law.

2. Return Scenarios

A. Defective, Damaged, or Incorrect Products

If you receive a defective, damaged, or incorrect product, we will cover the reasonable return shipping cost.

Please contact us within 14 days of delivery and provide:

• Your order number;

• A description of the issue;

• Clear photographs or videos of the product;

• Photographs of the packaging and shipping label, where applicable.

After reviewing the request, we may provide a prepaid return label or another appropriate solution.

B. Non-Defective Products or Change of Mind

If you no longer want a product or ordered the wrong size, you may request a return within 14 days of delivery, provided the product meets the applicable return conditions.

The customer is responsible for return shipping costs in these circumstances. The cost may be paid directly to the carrier or deducted from the refund where agreed.

Original shipping charges are generally non-refundable for change-of-mind returns, except where otherwise required by law.

3. How to Request a Return or Exchange

1. Contact our customer support team at service@mail.mulvor.com with your order number and reason for the request.

2. We will review your request and normally provide return authorization and the appropriate return address within one business day.

3. Pack the product securely using its original packaging whenever possible.

4. Send the package according to the provided instructions. We recommend using a trackable shipping service.

5. If the return results from a defective product or our error, we will provide a prepaid return label or reimburse the approved reasonable shipping cost.

Please do not send a product back before receiving return authorization and the correct return address.

4. Refund Processing

Once the returned product has been delivered to our designated facility, we will inspect it. Approved refunds are normally processed within 1–2 business days after inspection.

• Refund method: Refunds are issued to the original payment method.

• Expected posting time: Funds normally appear within 7 business days, depending on the bank, card issuer, PayPal, Klarna, or another payment provider.

• Maximum processing period: Approved refunds will be initiated no later than 14 days after the returned product is received at our designated facility.

• Restocking fee: We do not charge a restocking fee.

5. Return Shipping Costs

Return shipping costs are paid by the party responsible for the return:

• If the return is caused by a defective or damaged product, an incorrect product, or another error on our part, we will cover the reasonable return shipping cost.

• For change-of-mind returns, incorrect size selections, or other reasons unrelated to product quality or our error, the customer is responsible for the return shipping cost.

• The shipping cost will be based on the actual rate charged by the carrier.

• Original shipping fees are non-refundable unless the return results from our error or a refund is otherwise required by law.

6. Return Address

Do not send a return to the address shown on the original package unless customer service specifically instructs you to do so.

After your return request has been authorized, customer service will provide the correct return address. Most authorized returns are processed through our designated fulfilment or returns facility serving customers in Canada.

Returns sent without authorization or to an incorrect address may be delayed and may result in additional shipping costs.

7. Exchanges

To request an exchange, follow the return procedure described above.

After the returned product has been received and inspected, we will arrange shipment of the replacement product, subject to availability. Estimated delivery for replacement products is 12–15 business days.

Replacement products may be delivered by Canada Post, UniUni, UPS, FedEx, or another suitable local carrier.

If the requested replacement is unavailable, we may offer an alternative product or issue a refund to the original payment method.

Contact Us

If you have any questions about a return, exchange, or refund, please contact us:

Email: service@mail.mulvor.com

Nothing in this policy excludes, restricts, or overrides any mandatory consumer rights or remedies available under applicable Canadian federal, provincial, or territorial law.