Return Policy
Refund and Returns Policy
Return Period
Eligible products may be returned within 14 days after delivery.
Please contact hello@truenorthworkpromo.ca before sending anything back to obtain return authorization and shipping instructions.
Return Eligibility
For a change-of-mind or sizing return, products must be:
Unused, unworn and unwashed
In their original, resalable condition
Complete with original packaging, labels and tags
Accompanied by proof of purchase from True North Work & Promo Inc.
Please try on clothing and footwear indoors before removing tags or using them at work.
Non-Returnable Products
The following are excluded from our voluntary return policy:
Customized, embroidered, printed or personalized products
Special-order products identified as non-returnable before purchase
Clearance or final-sale products clearly identified as such before purchase
Products worn, washed, altered or damaged after delivery
Sealed hygiene or protective products opened after delivery, where their return would create a health or safety concern
A discounted price alone does not make an item final sale.
These exclusions do not remove any rights relating to defective, damaged or incorrectly supplied products, or other remedies required by applicable law.
How to Request a Return
Email hello@truenorthworkpromo.ca to request a return. Include:
Your name and order number
The product name, size and colour
The reason for the return
Photographs if the item is damaged, defective or incorrect, where reasonably available
We will review your request and provide the appropriate return instructions.
Do not ship returns to our mailing address unless instructed to do so.
Return Shipping
Customers are responsible for return-shipping costs for eligible change-of-mind or sizing returns.
For products received damaged, defective or incorrectly supplied, contact us first so we can arrange the appropriate return method at our expense where a return is required.
For customer-arranged returns, we recommend a tracked shipping service and keeping proof of shipment.
Refunds
After receiving and inspecting an authorized return, we will notify you of the outcome.
Approved refunds will be issued to the original payment method. The time taken for the refund to appear depends on your bank or payment provider.
Original shipping charges are not refundable for change-of-mind or sizing returns. Where a return results from our error, a damaged or defective product, or a statutory right, applicable shipping charges will be refunded as appropriate and as required by law.
Damaged, Defective or Incorrect Items
Inspect your order promptly and contact us as soon as reasonably possible if something is damaged, defective or incorrect.
We may request reasonable information to assess the issue, including photographs and proof of purchase. Depending on the circumstances and applicable law, the resolution may include repair, replacement, supplying the correct product or a refund.
The 14-day voluntary return period does not limit applicable warranty coverage or rights and remedies provided by law.
Manufacturer Warranties
Warranty coverage and duration vary by product and manufacturer. We do not offer a blanket six-month warranty on all footwear or other products.
For an item purchased from True North Work & Promo Inc., contact us for assistance identifying the applicable manufacturer warranty and submitting a claim.
Manufacturer warranties are additional to any rights and remedies available under applicable law.
Your Consumer Rights
Nothing in this policy limits or excludes rights or remedies that cannot legally be waived under applicable consumer-protection legislation.
This policy should be read together with our Terms and Conditions.
Contact Us
True North Work & Promo Inc.
Email: hello@truenorthworkpromo.ca
Mailing address:
PO Box 205
16 Midlake Blvd SE
Calgary, AB T2X 2A2
Canada
This is our mailing address, not an authorized return destination unless we confirm otherwise.