Politique de remboursement

STOPBY Return and Refund Policy

At STOPBY, we want you to feel confident shopping with us. If something isn't right with your order, we're here to help.

1. Return Window

You may request a return within 30 days of receiving your order. To be eligible, the item must be unused, in its original condition, and in its original packaging, where applicable.

Some products may be ineligible for return due to hygiene, safety, or other applicable restrictions. Any such exclusions will be disclosed where required.

2. How to Request a Return

To request a return, please email us at stopby.ca@gmail.com with:

Your order number
The product you wish to return
The reason for your return
Photos, if the item arrived damaged or defective

Please wait for return instructions and approval before shipping any item back. Returns sent without prior authorization may not be accepted.

3. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, contact us within 7 days of delivery with your order number and clear photos of the issue.

We will review your request and, where appropriate, arrange a replacement, refund, or another suitable resolution.

4. Refunds

Once your return is received and inspected, we will email you with the outcome.

If approved, your refund will be issued to your original payment method. Please allow approximately 5–10 business days for the refund to appear, depending on your payment provider.

Original shipping fees are generally non-refundable unless required by applicable law or the return is due to our error.

5. Return Shipping Costs

For returns due to a change of mind, the customer is responsible for return shipping costs.

If an item is defective, damaged, incorrect, or the return is otherwise our responsibility, STOPBY will work with you to determine an appropriate resolution, including return shipping where applicable.

6. Exchanges

If you would like a different item, please contact us at stopby.ca@gmail.com. Exchanges are subject to product availability.

7. Non-Returnable Items

Items that have been used, damaged through customer misuse, or returned without their original components may not qualify for a change-of-mind return. Any applicable exceptions required by law will be respected.

8. Late or Missing Refunds

If you have not received your refund after the stated processing period, please check with your bank or payment provider first. If you still need assistance, contact us at stopby.ca@gmail.com.

9. Order Cancellations

If you need to cancel or change an order, contact us as soon as possible. We cannot guarantee changes or cancellations once an order has been processed or shipped.