Refund policy
RETURNS & REFUND POLICY
Last updated: 12 September 2026
At The Clog Store Canada, we want every customer to have a comfortable and reliable shopping experience. If you are not satisfied with your purchase, you may request a return in accordance with the policy below.
This Returns & Refund Policy is in addition to any rights and remedies available to you under applicable Canadian federal, provincial, or territorial consumer protection laws. Nothing in this policy is intended to limit or exclude any rights that cannot lawfully be limited or excluded.
1. RETURN WINDOW
You may request a return within 30 days from the date your order is delivered.
You must contact us before sending any item back so that we can review your request and provide the appropriate return instructions and return destination.
Do not send returns to any address listed on our website unless our customer support team has specifically instructed you to do so.
To request a return, contact:
Email: support@theclogstorecanada.store
Phone: +1 206 984 4601
Please include your order number and the reason for your return.
2. RETURN ELIGIBILITY
To qualify for a return under our voluntary 30-day return policy:
• The item must be unused, unworn, and undamaged.
• The item must be returned in its original packaging, including the shoe box or protective packaging where applicable.
• All original tags, labels, accessories, and included items must be returned with the product.
• You must contact The Clog Store Canada before returning the item.
• The return request must be submitted within 30 days of delivery.
We reserve the right to refuse a return under our voluntary return policy if the returned product does not meet these conditions.
This does not affect any rights you may have under applicable Canadian consumer protection law in relation to defective, misrepresented, incorrect, or otherwise legally non-conforming goods.
3. NON-RETURNABLE ITEMS
Under our voluntary return policy, we generally do not accept returns of:
• Final-sale or clearance items clearly identified as such before purchase;
• Customized or personalized products;
• Items showing clear signs of wear, use, alteration, or customer-caused damage;
• Items returned without the original packaging, accessories, or included components where their absence materially affects the condition or value of the product.
These exclusions do not apply where accepting a return, providing a refund, or providing another remedy is required by applicable law.
4. RETURN SHIPPING COSTS
For returns that are approved under our voluntary return policy and completed according to our return instructions, The Clog Store Canada will cover the return shipping cost.
We will provide instructions regarding the appropriate return method and destination.
Where a tracked return service is provided or requested, customers should retain their return receipt and tracking information until the return has been completed.
Products must not be returned independently to one of our fulfillment locations without prior authorization.
5. REFUND PROCESS
Once your return has been received and inspected, we will notify you by email.
If the return is approved, your refund will be issued to your original payment method, generally within 5–7 business days after approval.
After we issue the refund, your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account.
Original shipping charges, if any, are generally non-refundable for voluntary returns unless otherwise required by applicable law or the return results from our error, including where an incorrect, defective, or damaged item was supplied.
6. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
If your order arrives damaged or defective, or you receive an item different from what you ordered, please contact us as soon as reasonably possible.
For faster assistance, we recommend contacting us within 48 hours of delivery.
Please provide:
• Your order number;
• A description of the issue;
• Clear photographs of the product; and
• Photographs of the packaging where relevant.
After reviewing the issue, we may provide an appropriate remedy, which may include a replacement, refund, or other remedy available under applicable law.
The 48-hour recommendation is intended to help us investigate shipping or fulfillment issues promptly and does not limit any statutory rights or remedies available to you under applicable Canadian law.
7. EXCHANGES
We currently do not offer direct exchanges.
If you would like a different size, colour, or style, you may request an eligible return and place a new order for the desired product.
This does not affect remedies that may be required by applicable consumer protection law.
8. ORDER CANCELLATIONS AND STATUTORY RIGHTS
Once an order has entered processing or fulfillment, we cannot guarantee that it can be cancelled before shipment.
Customers may have additional cancellation or refund rights under applicable Canadian provincial or territorial consumer protection legislation, including in certain circumstances involving required disclosures, internet agreements, misrepresentation, or delayed delivery.
Where applicable law provides rights that are more favourable than this policy, the applicable law will prevail.
9. FULFILLMENT AND RETURN LOCATIONS
The Clog Store Canada uses multiple fulfillment locations.
Depending on product availability, inventory location, destination, and operational requirements, orders may be fulfilled and shipped from Canada, the United States, or China.
Our current fulfillment locations include:
CANADA FULFILLMENT LOCATION
207 Weston Rd Ste 100
Toronto, ON M6N 3P1
Canada
UNITED STATES FULFILLMENT LOCATION
30 N Gould St Ste N
Sheridan, WY 82801
United States
CHINA FULFILLMENT LOCATION
Hangzhou Hengxin Technology Co., Ltd.
Building 1, No. 956, Dangwan Town
Xiaoshan District, Hangzhou
Zhejiang 310000
China
These are fulfillment locations and are not automatically return addresses.
Customers must contact us before returning any product. The appropriate return destination may depend on the product, order, fulfillment origin, and return circumstances.
Sending an item to one of these locations without prior return authorization may delay the processing of your return or refund.
10. CONTACT INFORMATION
The Clog Store Canada
Business Number (BN): 125129320
Email: support@theclogstorecanada.store
Phone: +1 206 984 4601
Website: theclogstorecanada.store
Canada Fulfillment Location:
207 Weston Rd Ste 100
Toronto, ON M6N 3P1
Canada
11. CANADIAN CONSUMER RIGHTS
Nothing in this Returns & Refund Policy is intended to waive, restrict, or exclude any mandatory consumer right or statutory remedy available under applicable Canadian federal, provincial, or territorial law.
If any provision of this policy conflicts with a mandatory consumer protection requirement applicable to your purchase, the mandatory legal requirement will prevail.