Refund Policy
At Susan & Jennifer, we take pride in offering thoughtfully designed garments made to be worn and enjoyed. We are committed to fair, transparent policies that comply with Canadian consumer protection laws.
Please review the policy below carefully before placing your order.
Final Sale Items
All items purchased at a discounted price, during promotions, or marked as “sale” or “final sale” are considered FINAL SALE.
These items are not eligible for return, exchange, or refund for reasons including, but not limited to:
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change of mind
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sizing or fit preferences
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colour expectations
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personal taste
Exception:
Sale items may only be eligible for a remedy if they arrive defective, damaged, or materially different from the description, as required under Canadian consumer protection laws.
Defective, Damaged, or Incorrect Items
If your item arrives defective, damaged, or incorrect, you must contact us within 30 days of delivery.
To initiate a claim, please email info@susanandjennifer.com with:
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your order number
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clear photos and/or video showing the issue
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a brief description of the problem
Once verified, Susan & Jennifer will, at its discretion:
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provide a replacement item, or
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issue a refund to the original payment method
This remedy applies to both regular-priced and sale items, in accordance with Canadian statutory rights.
Returns (Regular-Priced Items Only)
Returns are accepted only for regular-priced items and are subject to the conditions below.
Eligibility
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Return requests must be submitted within 14 days of delivery
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Items must be unused, unworn beyond basic fitting, unwashed, and undamaged
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All original tags and packaging must be intact
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Items showing signs of wear, odour, damage, or misuse will be refused
Susan & Jennifer reserves the right to refuse returns where:
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items are not in resaleable condition
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excessive or abusive return behaviour is identified
Return Process
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Email info@susanandjennifer.com within 14 days of delivery to request a return
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You will receive return instructions and the address of our international warehouse
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Items must be shipped back at the customer’s expense, including all international shipping, duties, and customs charges
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We strongly recommend using a tracked shipping service
Returns sent without prior approval may not be processed.
Refunds
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Approved refunds are processed within 14 days after inspection
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Refunds are issued to the original payment method
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Refunds apply to the product price only
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Original shipping fees, return shipping, customs, duties, and taxes are non-refundable
Shipping Responsibility & Address Accuracy
Customers are responsible for providing a complete and accurate shipping address.
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Susan & Jennifer is not responsible for parcels marked as delivered by the carrier
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Orders shipped to an incorrect address provided at checkout are not eligible for refund
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Address correction requests must be submitted within 24 hours of placing an order
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While we will attempt to assist, address changes cannot be guaranteed once processing has begun
Legal Notice
This policy complies with Canadian consumer protection legislation.
Nothing in this policy limits your statutory rights under applicable Canadian law, including rights related to defective or misrepresented goods.
Contact
For all return or refund inquiries, please contact:
📧
info@susanandjennifer.com
🏷️
Susan & Jennifer Montreal