Last updated: February 22, 2026

ECM Prime is committed to your satisfaction with every purchase. This Returns & Refunds Policy outlines our voluntary return process, along with your rights under applicable Canadian consumer protection laws. These laws vary by province and primarily address issues like defective goods, non-delivery, missing disclosures, or misrepresentation—there is no general federal or nationwide unconditional “cooling-off” or return period for standard online purchases of goods in Canada (unlike in some other jurisdictions).Our policies are designed to be transparent and fair, in compliance with provincial consumer protection legislation (e.g., Ontario’s Consumer Protection Act, 2002, British Columbia’s Business Practices and Consumer Protection Act as amended effective August 1, 2026, Quebec’s Consumer Protection Act, and similar statutes in other provinces).

1. Voluntary Returns for Eligible Items
   For most items, we offer a hassle-free return window of 30 days from the date of delivery.

Eligibility requirements:

• The item must be in its original, unused condition: unworn, unwashed, with all original tags/labels attached, and in original packaging (if applicable).
• You must provide proof of purchase (e.g., order number or receipt).

Restocking Fee: A 25% restocking fee will be deducted from your refund to help cover processing, inspection, repackaging, and inventory costs. This fee is clearly disclosed here and does not apply if:

• The return is due to our error (e.g., wrong item shipped, defective/damaged product upon arrival, or item not as described).
• The return qualifies under provincial statutory rights (e.g., remedies for non-conforming goods).

Refund Process:

• Refunds are issued to the original payment method (minus any applicable restocking fee and non-reimbursable original shipping costs).
• Processing typically takes 10–14 business days after we receive and inspect the returned item.
• You are responsible for return shipping costs unless the return is due to our error—in which case we will provide a prepaid return label or reimburse reasonable shipping expenses (e.g., Canada Post rates).

2. Special Orders – Final Sale
   Special orders (including custom-made, personalized, engraved, tailored, made-to-order, or specially sourced items) are final sale.
   These items cannot be cancelled after placement, returned, exchanged, or refunded, except in cases of our error (e.g., defective, damaged, or incorrect item shipped). We will clearly indicate if an item is a special order/final sale before you complete your purchase.
3. Order Cancellations

• Before shipment: Contact our customer service team as soon as possible. We will cancel the order and issue a full refund (including any prepaid shipping fees) to your original payment method.
• After shipment: The order falls under our returns policy above or any applicable provincial rights.

4. Your Rights Under Provincial Consumer Protection Laws
   In addition to our voluntary policy, you have protections under your province’s laws for distance/internet sales contracts. Common examples include:

• Non-delivery or late delivery: In many provinces (e.g., BC, Ontario, Alberta), if goods are not delivered within 30 days (or the agreed date) or required disclosures are missing/inaccurate, you may cancel for a full refund without fees.
• Defective, damaged, or non-conforming goods: You are entitled to repair, replacement, or refund under implied warranties or statutory remedies (e.g., goods must be of merchantable quality and match description). No restocking fee applies in these cases.
• Other triggers: Some provinces (e.g., Quebec has stronger distance contract rules; recent BC amendments effective Aug 2026 enhance disclosure and cancellation consistency for online purchases) provide additional cancellation rights in specific scenarios.

We honour all applicable provincial rights. If your situation qualifies for a statutory remedy or cancellation, the restocking fee will not apply. For province-specific details, contact your local consumer protection office:

• British Columbia: Consumer Protection BC
• Ontario: Ministry of Public and Business Service Delivery (Consumer Protection Ontario)
• Quebec: Office de la protection du consommateur
• Other provinces: See Innovation, Science and Economic Development Canada’s list of provincial/territorial offices.

5. Exceptions and Non-Returnable Items
   The following items are generally non-returnable/non-refundable (except for defects, damage, or our error):

• Perishable goods
• Gift cards, digital downloads, or virtual products
• Sale/clearance/final sale items (as noted at purchase)

We will clearly disclose any exceptions before you complete your purchase.6. How to Initiate a Return or Cancellation

1. Contact our customer service team at [email protected] (mailto:[email protected]) with your order number and reason for return.
2. We will provide instructions, including any return authorization or prepaid label (if applicable).
3. Package the item securely and ship it back within the 30-day window (or as directed).

For questions, provincial rights advice, or assistance, email us at [email protected] (mailto:[email protected]) or visit our full Returns page.

This policy is subject to change; check back for updates. Your continued purchases indicate acceptance of the current terms. Thank you for shopping with ECM Prime!