Returns, Refunds and Cancellations
Cancelling a preorder
You can cancel your order until 3 calendar days after the preorder window closes. Email nctrn.ca@gmail.com with your order number. The time we receive your request decides whether it is within the cancellation period, not the time we reply.
A full order cancelled within this period is refunded in full, including shipping.
Voluntary cancellations are not accepted after the cancellation period ends. This does not limit any right to cancel or receive a refund that you have under applicable law.
Problems with your order
Please contact us within 14 calendar days of receiving your order if:
- you received the wrong item, colour or size compared with your order
- an item has a manufacturing defect
- an item is materially different from its description
What to send us
Include your order number, a short description of the problem and photos where reasonably possible. We will arrange an appropriate replacement or refund, subject to your legal rights.
This reporting period helps us fix problems quickly. It does not remove your rights under applicable law, including for defects found later that the law protects.
Return shipping
If an item needs to come back because of our error or a defect, we cover reasonable return shipping. Please contact us before mailing anything so we can arrange it.
Change of mind and sizing
We do not accept returns or exchanges for a change of mind or a size that was selected incorrectly, so please check the size guide before you order.
This does not apply if our size guide or product description was inaccurate, or if we sent the wrong size. Those cases are covered above.
Damage after delivery
We do not cover damage caused by accidents, misuse or alterations after delivery. This does not affect your rights for manufacturing defects.
Refunds
Refunds go back to your original payment method within the time required by applicable law, and we will email you when your refund is processed. How long it takes to appear depends on your bank or card provider.
If we refund a full order because of our error, the refund includes the original shipping.
Your rights
Nothing in this policy limits any rights you have under applicable consumer protection law.