Exchange and Return Policy

Conditions for Exchange or Return

Our team is constantly investing in policies to ensure our customers are always satisfied. You may request an exchange or return of a product within 7 calendar days of receiving it, provided the following conditions are met:

  • The product must be returned in its original packaging;

  • The product must be returned unused and unconsumed, in the same condition it was received;

  • The product must be returned with all tags (or protective seals), manuals, and accessories included.

We do not accept exchanges for products with incorrect sizing chosen by the customer. Product measurements in centimetres are provided to help you select the correct size. According to the Consumer Protection Code – Article 18, retailers are not legally required to offer exchanges due to buyer’s remorse regarding colour, size, model, or other preferences.

IMPORTANT: Returns will not be accepted if the above conditions are not respected.

How to Request an Exchange or Return

Send an email to help@officialproductscanada.shop with the following information:

  • Product name;

  • Order number;

  • Email used for the purchase;

  • Reason for exchange or return;

  • A video clearly showing the defect (if applicable).

Once the return is approved, we will provide the return address and refund both the product and shipping costs.

Refund Methods

  • Credit Card Refund: May take up to two billing cycles after the return is processed by the payment gateway.

  • PIX Transfer: A refund will be issued to the customer's bank account within 10 business days of return confirmation.
    Note: The transfer cannot be made to a third-party account.