Refund policy
Welcome to CanvasStep. Customer satisfaction is our highest priority, and we want every purchase to be a positive experience. If for any reason you are not completely satisfied with your order, we're here to help.
This Return & Refund Policy explains the conditions under which products may be returned, exchanged, or refunded. By placing an order through CanvasStep.store, you agree to the terms outlined below.
1. Our Satisfaction Guarantee
At CanvasStep, we proudly stand behind the quality of every product we offer. We understand that shopping online requires trust, which is why we provide a 30-day return and refund policy for eligible purchases.
If your purchase does not meet your expectations, you may request a return within 30 calendar days after receiving your order.
2. Return Eligibility
To qualify for a return, items must meet the following requirements:
- Returned within 30 days of delivery.
- Unused or only minimally tried on indoors.
- Clean and free from dirt, damage, odors, stains, or excessive wear.
- Returned with the original packaging whenever possible.
- Include all accessories and components originally received.
Returns that do not satisfy these conditions may be refused or subject to partial refunds where permitted by applicable law.
3. Items That Cannot Be Returned
For hygiene and safety reasons, certain products cannot be returned unless they arrive defective or damaged.
Examples include:
- Personalized or customized products.
- Final sale or clearance items marked as non-returnable.
- Products damaged through misuse.
- Items missing major components.
- Products returned after the return period has expired.
4. Damaged, Incorrect, or Defective Items
Please inspect your package immediately after delivery.
If your order arrives:
- damaged,
- defective,
- incomplete,
- or incorrect,
please contact us within 7 days of delivery.
To speed up the process, please include:
- Order number
- Description of the issue
- Clear photographs of the product
- Photos of the shipping package if applicable
Once reviewed, we will gladly provide an appropriate solution, including replacement, refund, or exchange.
5. Change of Mind Returns
If you simply decide the product isn't right for you, we completely understand.
Eligible items may still be returned within 30 days provided they remain in unused condition.
Our goal is to make shopping risk-free and convenient.
6. Free Returns
CanvasStep proudly offers free returns on eligible orders.
Customers who qualify under this policy will not be charged return processing fees.
Depending on your location, we may provide:
- prepaid return shipping labels,
- local return instructions,
- or alternative return arrangements.
7. Refund Process
Once your returned package has been received and inspected, we will notify you regarding the outcome.
Approved refunds are generally processed within 5–10 business days.
Refunds are issued using the original payment method whenever possible.
Depending on your payment provider, additional processing time may apply before funds appear in your account.
8. Exchange Policy
Need another size or color?
We are happy to assist with exchanges whenever inventory is available.
If the requested item is unavailable, we may instead offer:
- store credit,
- replacement product,
- or full refund.
9. Order Cancellation
Orders may be cancelled before fulfillment begins.
Once an order has entered processing or has already shipped, cancellation may no longer be possible.
If shipment has already occurred, customers may still request a return after delivery under our normal return policy.
10. Incorrect Shipping Information
Customers are responsible for providing accurate shipping information.
If an incorrect address results in delivery failure, additional shipping charges may apply for reshipment.
CanvasStep cannot guarantee refunds for packages lost due to incorrect customer-provided addresses.
11. Refused Deliveries
Packages refused without prior authorization may incur return shipping or handling fees deducted from the refund when permitted.
We recommend contacting Customer Support before refusing any shipment.
12. Lost Packages
If tracking indicates your package has been lost during transit, please contact us immediately.
Our team will work with the shipping carrier to investigate the issue and determine the best resolution.
Depending on the investigation, customers may receive:
- replacement shipment,
- full refund,
- or store credit.
13. Late or Missing Refunds
If you haven't received your refund:
- Check your bank account.
- Contact your credit card provider.
- Contact your bank regarding pending transactions.
- If the refund still hasn't appeared after several business days, contact us.
14. Fraud Prevention
To protect our customers, CanvasStep reserves the right to decline returns or refunds involving:
- excessive return activity,
- fraudulent claims,
- altered products,
- unauthorized resellers,
- abuse of our return policy.
15. International Returns
We proudly ship worldwide.
International customers are eligible for the same 30-day return policy, although return procedures may differ depending on destination country.
Our customer service team will provide detailed instructions for every international return.
16. Processing Time
Typical processing timeline:
- Return request reviewed: 1–2 business days
- Return shipment transit: varies by country
- Inspection after arrival: 2–5 business days
- Refund processing: 5–10 business days
17. Customer Responsibilities
Customers agree to:
- provide accurate order information,
- package returned items securely,
- follow provided return instructions,
- communicate honestly regarding return reasons.
18. Policy Updates
CanvasStep reserves the right to modify this Return & Refund Policy at any time to comply with legal requirements or improve customer service.
Updated versions become effective immediately upon publication on our website.
Contact Information
If you have any questions regarding returns or refunds, please contact us.
CanvasStep
Website: CanvasStep.store
Email: support@CanvasStep.store
Phone: (416) 555-0104
Address:
61 Oak St
Toronto, ON M5A 0A7
Canada
Our customer support team is always happy to assist you and will respond as quickly as possible during normal business hours.