Order Return & Exchange Policy

I. General Policy

Thank you for shopping with BRANDOR.CA. We strive to deliver high-quality products and service. To protect both our customers and product integrity, we have outlined category-specific return and exchange guidelines below.

Standard Return Window: Within 15 Calendar Days of Delivery
Special Return Window (Holidays & special events, etc.): Please refer to our website pages for the most up-to-date info of the specific return window.

II. Category-Specific Rules

Ceramics & Drinkware:
- Returnable if not used, washed, damaged, in a sellable condition with its original packaging.
- If the item is damaged or incomplete upon arrival, please contact us within 48 hours of delivery with photos for exchange or refund.

Apparel & Merchandise:
- Returnable if not worn, washed, damaged, in a sellable condition with its original packaging and original tags attached.
- If the item is damaged or incomplete upon arrival, please contact us within 48 hours of delivery with photos for exchange or refund.
- Exchanges/returns for size or style issues are accepted, return shipping expenses will be customers' responsibility unless the item is defective.

Candles & Home Fragrance:
- Returnable if not used, lit, damaged, in a sellable condition with its original packaging.
- If the item is damaged or incomplete upon arrival, please contact us within 48 hours of delivery with photos for exchange or refund.

Pre-Packed Food Products (Matcha, Coffee Beans, etc.):
- Returnable if not opened, consumed, damaged, in a sellable condition with its original packaging and within shelf life.
- Due to food safety regulations and concerns, opened products are not returnable except for quality issues (proof needed).
- Ground coffee beans will be Final Sale with no return/exchange options available except for quality/shipping issues.
- If the item is damaged or incomplete upon arrival, please contact us within 48 hours of delivery with photos for exchange or refund.

III. Return, Exchange & Refund Process

Submit a request of return/refund through My Orders, Contact Us or by sending an email to info@brandor.ca with a subject of "Return Inquiry - Order#XXX".
Write a detailed description and reason of the order issue encountered, attach photos or videos if applicable.
A response would be provided within 2 business days to provide an explanation or a solution.
After the returned goods are received and inspected, the refund would be issued through the original payment method within 7-10 business days, the exchange item would be sent within 7-10 business days. The actual refund processing time may vary depending on your financial institution or payment service provider.

IV. Shipping for Return & Exchange

For defective, incorrect, damaged or missing items, a pre-paid shipping label and instruction would be provided at no cost.
For personal reasons, such as (but not limited to) change of mind, size/colour change, customers are considered responsible for shipping expenses.
Before sending a package back to us, please contact us first to confirm the return availability and authorization. If you need to send a package back to us, please use a trackable service to ensure the return reaches us safely. Any packages without return authorization, or without a tracking number will not be accepted and no refund/exchange would be processed.

V. Non-Returnable Items

Non-returnable items include:

Opened food products & ground coffee beans.
Used, worn, washed or damaged items (including its original packaging).
Products that marked as Final Sale or Clearance.

VI. Contact

If you have any questions regarding your order or have any specific inquiries, please contact us or reach out to info@brandor.ca. Our team will respond within 2 business days.

VII. Terms & Conditions

By placing an order on this website (BRANDOR.CA) we assume you accept our Order Return & Exchange Policy. Do not continue to place an order at BRANDOR.CA if you do not agree to take all of the Order Return & Exchange Policy stated on this page.