Refund policy
Return & Refund Policy
We want you to love your order. Because our products are made and fulfilled specifically for each purchase, we do not accept returns or exchanges.
Damaged or Defective Items
Please inspect your order as soon as you receive it. If your clothing arrives damaged, defective, or with a manufacturing issue, please contact us at Mathias@haveempathy.ca within 7 days of delivery.
To help us evaluate the issue, please include:
- Your order number
- A clear description of the issue
- Clear photos showing the damage or defect
- Photos of the packaging, if the damage appears to have occurred during shipping
Once we receive and review the photos, we’ll determine whether the item qualifies for a refund.
Refunds for Damaged Items
If your claim is approved, we will issue a refund of 80% of the purchase price of the damaged clothing item to your original payment method.
The remaining 20% is non-refundable and accounts for processing and fulfillment costs and our donation to charity.
Refunds are generally processed within 10 business days after your claim has been approved. Please note that your bank or payment provider may require additional time to post the refund to your account.
Order Issues
If you receive the wrong item or your order is missing an item, please contact us at Mathias@haveempathy.ca as soon as possible with your order number and photos of the item you received. We’ll review the issue and work with you on an appropriate resolution.
No Returns or Exchanges
We do not accept returns or exchanges for sizing issues, change of mind, incorrect size selection, or any other reason unrelated to damage or a manufacturing defect.
If you have any questions about our policy or your order, please contact us at Mathias@haveempathy.ca