Return & Refund Policy — Companio.ca

Last Updated: August 16, 2026

At Companio.ca, we want you to be satisfied with your purchase. If there is a problem with your order, we are committed to providing a fair and straightforward resolution.

This Return & Refund Policy explains when products purchased through Companio.ca may be returned, exchanged, replaced, or refunded.

This policy applies to purchases made through Companio.ca and should be read together with our Order Policy and Terms & Conditions.

Nothing in this policy limits or excludes any rights or remedies you may have under applicable Canadian consumer-protection legislation.

1. Our Return Policy

Unless otherwise stated on a product page, eligible products may generally be returned within 30 days of delivery.

To qualify for a standard return, the product should:

• Be unused and in its original condition
• Be in its original packaging where reasonably possible
• Include original accessories, manuals, tags, or other included items
• Not show signs of damage caused by misuse, abuse, or improper handling
• Be accompanied by valid proof of purchase or an order number

Certain products may have different return conditions because of their nature. Any special return conditions displayed on the applicable product page or at checkout will apply.

2. Change-of-Mind Returns

Where a product is eligible for a standard return, customers may request a return because they have changed their mind, selected the wrong item, or no longer require the product.

Unless otherwise stated:

• The product must meet the return conditions described above.
• The customer may be responsible for the return shipping cost.
• Original shipping charges may not be refundable where permitted by law.
• Refunds are issued after the returned product has been received and inspected.

Canadian law generally does not require retailers to accept change-of-mind returns, so Companio.ca's voluntary return terms apply to eligible products, subject always to applicable statutory rights.

3. Damaged, Defective, or Incorrect Products

If you receive a product that is:

• Damaged during delivery
• Defective
• Not functioning as reasonably expected
• Significantly different from its description
• The wrong product
• Missing an essential component

please contact us as soon as possible.

We may request:

• Your order number
• A description of the issue
• Photographs or video showing the problem
• Photographs of the shipping package where relevant
• Other reasonable information needed to investigate the claim

Depending on the circumstances, Companio.ca may provide an appropriate remedy, which may include:

• Replacement
• Repair where appropriate
• Return and refund
• Partial refund
• Store credit
• Another remedy required or permitted by law

Consumers may have legal rights concerning defective or misrepresented products that cannot be removed by a store's voluntary return policy.

4. Wrong Item Received

If we send you an incorrect product, please contact us before returning it.

We will review the order and, where the error is confirmed, provide instructions for returning the incorrect item.

Where the incorrect item was sent due to an error on our part, Companio.ca will generally cover reasonable return shipping costs and arrange an appropriate replacement or refund.

5. Missing Items

If an item is missing from your order, please contact us promptly.

We will review the order, packing information, and delivery details to determine what happened.

If an item was incorrectly omitted from your shipment, we may:

• Ship the missing item
• Provide a replacement
• Issue an applicable refund
• Provide another appropriate resolution

6. Products Damaged During Shipping

If your product arrives damaged, please contact us as soon as reasonably possible.

Where possible, take clear photographs of:

1. The shipping box or packaging
2. Any visible damage to the packaging
3. The product itself
4. The shipping label

This information may help us investigate the issue with the delivery provider.

If the product is confirmed to have been damaged during shipping, we will work with you to provide an appropriate resolution.

7. Return Request Process

To request a return, please contact our customer service team with:

Subject: Return Request — Order #[Order Number]

Please provide:

• Order number
• Customer name
• Product name
• Reason for return
• Photographs, if applicable
• Preferred resolution, where applicable

Do not automatically send products back to us without following our return instructions.

Unauthorized returns may experience processing delays.

8. Return Shipping

For a change-of-mind return, the customer may generally be responsible for return shipping costs.

For products that are:

• Defective
• Damaged on arrival
• Incorrectly shipped
• Materially different from the product ordered

Companio.ca will generally arrange or reimburse reasonable return shipping costs where the issue is confirmed and where required by applicable law.

If a return shipping label is provided by Companio.ca, the customer should use the provided label and follow the instructions supplied by our customer service team.

9. Return Inspection

Returned products may be inspected before a refund, replacement, or exchange is finalized.

If a returned product does not meet the applicable return conditions, we may contact the customer to discuss available options.

Nothing in this section limits any consumer rights that apply to defective, misrepresented, or otherwise non-conforming goods.

10. Refunds

Once an approved return has been received and processed, we will issue the applicable refund.

Refunds will generally be made using the original payment method, where reasonably possible.

Depending on the payment provider or financial institution, it may take additional time for the refund to appear in the customer's account.

Companio.ca does not control processing times imposed by banks, credit-card companies, or other payment providers.

11. Refund Amount

Depending on the reason for the return, the refund may include:

• The purchase price of the returned product
• Applicable taxes associated with the refunded product
• Other amounts that Companio.ca is required to refund under applicable law

Original shipping charges may be excluded from a voluntary change-of-mind refund where permitted by law.

Where an order is refunded because the product was defective, incorrect, damaged, or otherwise subject to a legally required remedy, the applicable refund will be handled in accordance with applicable law and the circumstances of the transaction.

12. Partial Refunds

In certain circumstances, Companio.ca may offer a partial refund instead of requiring the product to be returned.

A partial refund may be considered where:

• The product has a minor cosmetic issue
• A non-essential component is missing
• The customer agrees to keep the product
• The product has another issue that can reasonably be resolved without a full return

A partial refund offered by Companio.ca does not prevent a customer from exercising any non-waivable legal rights.

13. Exchanges and Replacements

Where available, Companio.ca may offer an exchange or replacement instead of a refund.

Replacement availability depends on inventory.

If the same product is unavailable, we may offer:

• A comparable replacement
• Store credit
• A refund
• Another appropriate solution

Any legally required remedy will be provided in accordance with applicable law.

14. Non-Returnable Products

Certain products may not be eligible for a standard change-of-mind return because of their nature.

Examples may include:

• Personalized or customized products
• Products made specifically to a customer's specifications
• Certain hygiene or personal-care products once opened
• Sealed products that cannot reasonably be returned after opening for health or safety reasons
• Digital products where applicable
• Gift cards where applicable
• Products clearly identified as non-returnable before purchase

Additional exclusions may be displayed on the applicable product page.

Important: These exclusions do not apply to the extent that applicable law provides a customer with a right to a remedy for a defective, misrepresented, or otherwise non-conforming product.

15. Sale and Promotional Items

Products purchased during sales or promotional events may be subject to special return conditions.

Any special return restrictions will be clearly communicated on the applicable product page, checkout page, or promotional terms.

Unless otherwise stated, defective, damaged, incorrect, or legally non-conforming products remain subject to applicable consumer-protection rights.

16. Final Sale Products

Products identified as Final Sale are generally not eligible for voluntary change-of-mind returns or exchanges.

However, Final Sale status does not remove or limit any rights or remedies that cannot legally be excluded, including applicable rights concerning defective or misrepresented products.

17. Order Cancellation

If you wish to cancel an order, contact us as soon as possible.

We will make reasonable efforts to cancel orders that have not yet entered processing or shipping.

If the order has already been shipped, you may need to follow our return procedure.

Certain Canadian consumer-protection laws provide cancellation and refund rights in specific circumstances. Those statutory rights apply regardless of the normal cancellation procedure described in this policy.

18. Late or Undelivered Orders

If your order does not arrive within the applicable delivery period, please contact us.

We will investigate the shipment with the applicable delivery provider.

Where applicable Canadian law gives you a cancellation or refund right because an order was not delivered within the required timeframe, Companio.ca will honour that right.

For example, Ontario consumer-protection guidance states that certain online purchases may be cancelled if goods are not delivered within 30 days of the promised delivery date, subject to the circumstances and applicable law.

19. Refund Processing Time

After an approved refund is initiated by Companio.ca, the time for the funds to appear in your account may depend on your payment provider.

Typical processing may take several business days.

If you do not see your refund after the applicable processing period, please contact us with your order number and refund details.

20. Fraudulent or Abusive Return Activity

Companio.ca reserves the right, to the extent permitted by law, to investigate suspected fraudulent or abusive return activity.

Examples may include:

• Repeated false damage claims
• Returning products that were not purchased from Companio.ca
• Returning materially different products
• Providing fraudulent proof of purchase
• Repeatedly abusing promotional refund policies

Any action taken under this section will be subject to applicable law and will not limit non-waivable consumer rights.

21. Proof of Purchase

A valid order number, receipt, email confirmation, or other reasonable proof of purchase may be required to process a voluntary return.

If you cannot locate your order information, please contact customer service and we will make reasonable efforts to locate the transaction.

22. Manufacturer Warranty

Some products may include a manufacturer's warranty.

Where applicable, the manufacturer's warranty may provide additional rights or remedies.

Warranty terms, duration, exclusions, and claim procedures may vary by product and manufacturer.

The applicable product warranty information will govern where a manufacturer warranty applies.

23. Consumer Protection Rights

This Return & Refund Policy is intended to provide clear information about Companio.ca's voluntary return and refund practices.

It does not replace applicable Canadian federal, provincial, or territorial consumer-protection legislation.

Where applicable law provides a consumer with rights or remedies that are greater than those described in this policy, those legal rights will prevail.

Canadian consumer authorities specifically recommend that online sellers clearly communicate their return, exchange, refund, and complaint procedures.

24. Policy Changes

Companio.ca may update this Return & Refund Policy from time to time.

Changes may be made to reflect:

• Changes in our business
• Changes to our products or services
• Changes to payment or shipping arrangements
• Changes in applicable laws or regulations

The latest version will be posted on this page with the applicable Last Updated date.

25. Contact Us

For questions regarding returns, refunds, replacements, or exchanges, please contact us:

Companio.ca

Website: Companio.ca
Email: hello@companio.ca

When contacting us about an order, please include your order number so we can assist you as quickly as possible.

Our Commitment

At Companio.ca, our goal is to make every purchase simple, transparent, and reliable.

If there is a genuine problem with your order, please contact us and give us the opportunity to make it right.