Returns & Refunds

Overview

At Acajes Canada Shop, we want you to feel confident when shopping with us. If something isn’t right, we’re here to help. This policy explains how returns, refunds, and exchanges work for products fulfilled by our Canadian suppliers and wholesale partners.

Return Eligibility

To qualify for a return:

  • The item must be unused, unopened, and in its original packaging.
  • The return request must be submitted within 15 days of delivery.
  • The item must be eligible for return based on the supplier’s return rules.
  • Proof of purchase (order number) is required.

Some items cannot be returned due to supplier restrictions:

  • Personal care items
  • Beauty products
  • Consumables
  • Clearance items
  • Items marked “Final Sale”
  • Customized or special‑order products

If an item is not eligible for return, it will be clearly indicated on the product page.

Supplier‑Based Returns

Because we work with multiple Canadian suppliers:

  • Each supplier may have different return requirements.
  • Some suppliers require the item to be shipped back to their warehouse.
  • Some suppliers may offer replacements instead of returns.
  • Some suppliers may charge a restocking fee.

We will guide you through the correct return process based on the supplier that fulfilled your order.

How to Request a Return

To start a return:

  1. Email us at support@acajes.ca
  2. Include your order number, item name, and reason for return
  3. We will confirm eligibility and provide return instructions
  4. Ship the item back using the supplier’s designated return address

Return shipping costs are the responsibility of the customer unless the item arrived damaged or defective.

Damaged or Defective Items

If your item arrives damaged, defective, or incorrect:

  • Contact us within 7 days of delivery
  • Provide photos of the issue
  • We will coordinate a replacement or refund with the supplier
  • You will not be responsible for return shipping costs

We handle all supplier communication on your behalf.

Refunds

Refunds are issued once:

  • The supplier receives the returned item
  • The item is inspected and approved
  • The supplier confirms refund authorization

Refunds are processed to your original payment method:

  • Credit card
  • Debit card
  • PayPal
  • Stripe

Refund processing time:

  • Supplier inspection: 3–7 business days
  • Refund to payment method: 3–10 business days

Exchanges

Exchanges may be available depending on supplier inventory.

If an exchange is not possible, a refund or store credit will be offered.

Non‑Returnable Situations

Returns cannot be accepted if:

  • The item has been used
  • The item is not in original packaging
  • The return window has expired
  • The product is marked “Final Sale”
  • The product category is restricted (e.g., personal care)
  • The supplier does not accept returns for that item

We will always inform you clearly if an item is non‑returnable.

Order Cancellations

Orders can be cancelled before they are processed.

Once an order has been sent to the supplier, cancellation may not be possible. If the supplier allows cancellation, a refund will be issued.

Lost or Missing Packages

If your package is lost:

  • Contact us at support@acajes.ca
  • We will open an investigation with the carrier
  • If confirmed lost, we will issue a replacement or refund

Questions

If you have any questions about returns or refunds, contact us at:

📧 support@acajes.ca

We’re here to help.