Refund policy

Eligible purchases may be covered by a voluntary Money-Back Guarantee.

The applicable guarantee period and any product-specific conditions will be stated on the relevant product page, promotional offer or order confirmation.

Unless otherwise stated, the guarantee period begins on the date the order is recorded as delivered by the shipping carrier.

To request a return, contact info@mendablecanada.com before the applicable guarantee period expires.

Please include:

• Your full name
• Your order number
• The email address used to place the order
• A brief explanation of your return request

Requests submitted after the applicable guarantee period may not qualify under the voluntary Money-Back Guarantee.

This does not affect any rights or remedies available under applicable Canadian consumer protection laws.

Return Authorization

Do not return an order before contacting our customer support team.

Our team will review your request and provide the appropriate return instructions and authorized return address.

Returns sent without prior authorization, or sent to the address shown on the original parcel, may be delayed, refused or returned to the sender.

Unless our customer support team confirms in writing that a physical return is not required, the product must be received at the authorized return location before a refund under the voluntary Money-Back Guarantee can be approved.

Receiving return authorization does not automatically guarantee a refund. Returned products remain subject to inspection and the eligibility requirements set out in this policy.

Return Condition

Reasonable use of the product during the applicable guarantee period is permitted.

Returned orders must include:

• The main product
• Any controllers, cables, chargers or power accessories supplied with it
• Any reusable accessories included with the order
• Any other physical components required for the product to function as supplied

Original packaging and complimentary printed materials are not required unless our customer support team advises otherwise.

We may decline or reduce a voluntary Money-Back Guarantee refund where the product:

• Has been deliberately damaged
• Has been materially altered or modified
• Shows damage caused by misuse, neglect or improper handling
• Is returned incomplete
• Has been used in a manner inconsistent with the supplied instructions
• Cannot be reasonably identified as the product supplied with the relevant order

Normal wear resulting from reasonable evaluation during the guarantee period will not, by itself, make a return ineligible.

Return Shipping Costs

For returns made under our voluntary Money-Back Guarantee, return shipping costs are the responsibility of the customer.

Customers are responsible for arranging and paying for delivery to the authorized return address provided by our customer support team.

We strongly recommend using a tracked postal or courier service and retaining the shipping receipt until the return has been completed.

Mendable is not responsible for return parcels that are lost, misdirected or damaged before reaching the authorized return location.

Do not send a return using cash on delivery or any service that requires Mendable to pay an unapproved charge upon receipt. Such returns may be refused.

Different arrangements may apply where a product is faulty, damaged, unsafe, materially different from its description or otherwise protected by applicable law.

Please contact us before returning such a product so that we can assess the issue and provide the appropriate instructions.

Refund Processing

Once an authorized return has been received and inspected, we will notify you whether the refund has been approved, partially approved or declined.

Approved refunds will be issued to the original payment method used for the purchase.

Refunds are normally processed within a reasonable period after approval. Your bank, credit card issuer or payment provider may require additional time to display the funds in your account.

We cannot issue a refund to a different card, account or payment method unless required by the relevant payment provider or applicable law.

Any original shipping charges paid by the customer, including expedited or international shipping charges, are not normally refundable for returns made under the voluntary Money-Back Guarantee.

This exclusion does not apply where the refund of delivery charges is required under applicable law or expressly approved by us in writing.

Bundle and Multi-Item Returns

Where an order includes multiple units, bundles or promotional items, the refund amount will depend on the products returned.

To receive a full refund for an entire bundle, all required products and reusable accessories included in that bundle must be returned.

If only part of a multi-item order is returned, the refund may be calculated using the regular price or applicable bundle price of the items kept by the customer.

Any adjustment will be explained before the refund is issued.

Faulty, Damaged or Incorrect Products

If your order arrives faulty, damaged or incorrect, contact info@mendablecanada.com as soon as reasonably possible.

Please include:

• Your full name
• Your order number
• A description of the issue
• Clear photographs or video showing the fault, damage or incorrect item, where appropriate

We may ask you to complete reasonable troubleshooting steps or provide additional information so that we can assess the issue.

Depending on the circumstances and applicable law, an appropriate remedy may include:

• Repair
• Replacement
• Refund
• Another remedy agreed with the customer

Do not return a faulty, damaged or incorrect product until you have received instructions from our customer support team.

Where a return is required, we will explain the return procedure and any applicable shipping arrangements.

Mendable will cover reasonable return shipping costs where required by applicable law or where confirmed by us in writing.

Products Damaged After Delivery

This policy does not cover damage resulting from:

• Accidents occurring after delivery
• Misuse or neglect
• Unauthorized alterations or repairs
• Failure to follow the supplied instructions
• Normal cosmetic wear that does not affect the operation of the product
• Loss or theft after confirmed delivery

This exclusion does not apply where the issue results from a defect that existed when the product was supplied or where coverage is otherwise required by applicable law.

Refunds Without a Physical Return

In limited circumstances, our customer support team may determine that a physical return is not required.

Any decision to issue a refund without requiring a return must be confirmed by us in writing and applies only to the specific claim for which it was approved.

Customers should not dispose of, destroy or permanently alter a product while a claim is being assessed unless instructed to do so by our customer support team.

Refused, Unclaimed or Undeliverable Orders

Orders returned because delivery was refused, the package was not collected or the customer supplied an incorrect or incomplete address are not automatically treated as returns under the Money-Back Guarantee.

Where such an order is returned to us:

• Return or carrier charges may be deducted from the refund
• Reshipping charges may apply
• A refund may not be available where the shipment cannot be recovered
• The order may need to be inspected before any refund is approved

Nothing in this section limits any rights available under applicable law.