top of page

🚚 FREE SHIPPING on orders over $150 · WELCOME CODE: DOMINION10 for 10% off your first order

REFUND POLICY

Last updated: May 25, 2026

This Refund Policy explains how Ottawa Dominion Home Decor (“we,” “us,” or “our”) handles returns, refunds, exchanges, damaged items, and order issues.

By placing an order with us, you agree to the terms outlined in this Refund Policy.

1. Return Eligibility

We accept return requests within 14 days of delivery, unless otherwise stated on the product page.

To be eligible for a return, the item must be:

  • Unused

  • In its original condition

  • In its original packaging

  • Free from damage, stains, odours, or signs of use

  • Accompanied by proof of purchase or order number

Items that do not meet these conditions may not be eligible for a refund, exchange, or store credit.

2. Non-Returnable Items

For hygiene, safety, customization, or final sale reasons, the following items may not be eligible for return:

  • Final sale items

  • Clearance or discounted items, unless defective

  • Gift cards

  • Custom or personalized products

  • Made-to-order items

  • Opened or used home fragrance products

  • Candles that have been burned or used

  • Bedding, pillows, throws, or textile items that have been used or washed

  • Items damaged by the customer

  • Items returned without original packaging

If an item is marked as Final Sale, it cannot be returned, exchanged, or refunded unless required by applicable law.

3. How to Request a Return

To request a return, please contact us at [insert business email] within 14 days of delivery.

Please include:

  • Your full name

  • Order number

  • Email address used for the order

  • Item you wish to return

  • Reason for the return

  • Photos, if the item is damaged or defective

We will review your request and provide return instructions if your item is eligible.

Please do not send items back without contacting us first. Unauthorized returns may not be accepted.

4. Return Shipping Costs

Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.

Original shipping fees are non-refundable unless the return is due to an error on our part.

We recommend using a trackable shipping method, as we are not responsible for lost or missing return packages.

5. Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved or rejected.

If approved, the refund will be issued to the original payment method used at checkout.

Please allow 5 to 10 business days for the refund to appear on your statement, depending on your bank, card issuer, or payment provider.

Shipping fees, return shipping fees, handling fees, and any non-refundable charges may be deducted from the refund where applicable.

6. Exchanges

We may offer exchanges depending on product availability.

If the item you want is unavailable, we may offer a refund, store credit, or an alternative item.

Customers may be responsible for any price difference and additional shipping costs related to exchanges.

7. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery at [insert business email].

Please include:

  • Your order number

  • Photos of the item

  • Photos of the packaging

  • A description of the issue

We will review the issue and may offer a replacement, refund, store credit, or another appropriate solution.

Claims submitted after 48 hours may be more difficult to verify and may not be eligible for a refund or replacement.

8. Lost or Stolen Packages

If your package is lost in transit or marked as delivered but not received, please contact us as soon as possible.

We will assist you in reviewing the issue with the shipping carrier. However, Ottawa Dominion Home Decor is not responsible for stolen packages after delivery confirmation.

Refunds or replacements for lost or stolen packages are reviewed on a case-by-case basis.

9. Order Cancellations

If you need to cancel an order, please contact us as soon as possible at [insert business email].

We will do our best to cancel the order before it is processed or shipped. However, we cannot guarantee cancellation once an order has entered processing, production, or fulfillment.

Orders that have already shipped must follow our standard return process.

Custom, personalized, made-to-order, or pre-order items may not be eligible for cancellation once production has started.

10. Sale Items

Sale items may be eligible for return only if stated on the product page or approved by us.

Final sale items are not eligible for return, exchange, or refund unless the item is defective or required by applicable law.

11. Store Credit

In some cases, we may offer store credit instead of a refund.

Store credit may be issued for:

  • Approved returns outside the standard return window

  • Exchanges where the replacement item is unavailable

  • Certain promotional or sale purchases

  • Customer service exceptions

Store credit cannot be exchanged for cash unless required by law.

12. Refused or Returned Deliveries

If an order is returned to us due to refusal of delivery, incorrect shipping information, failure to pick up the package, or failed delivery attempts, we may refund the order minus:

  • Original shipping fees

  • Return shipping fees

  • Handling fees

  • Any other non-refundable costs

Additional shipping fees may apply if you request reshipment.

13. Contact Us

If you have any questions about this Refund Policy or would like to request a return, please contact us:

Ottawa Dominion Home Decor
Email: [insert business email]
Website: [insert website URL]
Location: Ottawa, Ontario, Canada

bottom of page