Return Policy
PLEASE NOTE: RETURNS ARE NOT FREE; APPLICABLE CHARGES APPLY.
Returns
Can I return my order?
Yes, you can return your order within 30 days of receipt if you are not satisfied with the items.
To qualify for a return, the following conditions must be met:
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The order must include all original parts, components, and packaging in the same condition as received.
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The product must not show signs of excessive use or damage due to improper handling.
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Items where hygiene is a concern must be thoroughly cleaned before initiating the return process.
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If the product is found to be defective immediately upon receipt, a return is possible.
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The customer is responsible for return shipping costs.
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Returns will be processed within 7 business days, and if all conditions are met, the return will be officially approved within this timeframe.
We reserve the right to reject returns if the items appear used, damaged, or altered in any way beyond our responsibility.
How can I return my order?
If your order meets the return conditions, follow these steps:
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Send an email to: info@ottawa-johnson.com
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Include the following details in your email:
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Order number
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Reason for return
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Photo of the product (if damaged)
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Customer’s first and last name
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Customer’s address
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Once we receive your request, we will provide you with the correct return address. Do not return the package to the sender’s address. The customer is responsible for all return shipping costs.
Order Cancellation Policy (Stornobau)
If you are a consumer (a natural person who is not purchasing for business or professional purposes), you have the right to withdraw from your purchase under the following conditions:
A. Cancellation Terms
Right of Cancellation
The cancellation period is 14 days from the day you (or an authorized third party, excluding the carrier) receive the last item in your order.
As we operate a fully automated order system, orders are processed and shipped immediately. Therefore, we cannot stop or cancel shipments once they are in transit. A refund can only be issued after you have received the goods and returned them to us.
To cancel your order, you must notify Haven Toronto via email with a clear statement of your decision to cancel the contract. The cancellation is complete once we receive the returned goods. The buyer is responsible for return shipping costs.
In-Transit Shipments
Our products are shipped from Asia, which may result in longer transit times beyond our control. If your order is already in transit, cancellation is not possible. Please wait until you receive the package, then proceed with a return. You may notify us in advance of your intent to cancel.
For a faster return process, we recommend providing us with a shipping confirmation when returning your package.
Consequences of Withdrawal
If you cancel your order, we will refund all payments received from you, excluding shipping costs (including additional costs if you selected a more expensive shipping option than our standard delivery).
Refunds will be processed within 14 days of receiving your cancellation request and the returned goods. The refund will be issued using the same payment method as the original transaction, unless otherwise agreed. You will not incur any fees for the refund.