Refunds & Returns

Last updated 14 September 2026. This policy is reviewed periodically; if anything here is unclear, ask us before you order.

Thank you for shopping with us. If you are not completely happy with your purchase, we are here to help.

Your rights under provincial law

Consumer protection in Canada is set by each province and territory. The consumer protection law of the province or territory where you live applies to your purchase. Nothing on this page limits any right under that law that cannot be given up, and if this page and that law differ, the law wins.

For example, Ontario's Consumer Protection Act, 2002 has rules for buying online, including when a consumer can cancel an internet purchase. If a right like that applies to you, you can use it whatever this page says.

Damaged, faulty or incorrect orders

If your bracelet arrives damaged, is faulty or not as we described it, is not the item you ordered, or never arrives, we take responsibility and cover the return postage.

Damaged items. If you receive a damaged product, please tell us straight away.
Faulty or not as described. Across Canada, sale of goods and consumer protection laws generally expect goods to be of merchantable quality, fit for their purpose and as described. If something we sent you is not, tell us.
Incorrect item sent. If you receive a product that is different from what you ordered, please tell us straight away.
Order not received. If your order does not arrive, please tell us straight away.

Email theteam@braceletsonline.ca with your order number. We may ask for photographs of the item and the packaging. Once our checks are done, we put it right with a replacement or a refund.

Changing your mind

Canada has no general federal cooling-off period for an online purchase, so a change of mind return is our own policy.

You can return a bracelet within 15 days of the original purchase for an exchange or a full refund of the product price, as long as:

You bought it within the last 15 days.
It is unopened and in its original packaging.
You have the receipt, order confirmation or other proof of purchase from this website.

You send it back at your own cost, using a tracked shipping service, to the warehouse your package was sent from. We cannot accept returns of purchases made from third-party retailers. A product that does not meet the conditions above cannot be accepted as a change of mind return. This does not affect what we do for damaged, faulty, incorrect or missing orders.

Cancelling an order

All orders can be cancelled until they are shipped. If your order has been paid and you need to change or cancel it, contact us within 12 hours, because orders are handled within 24 to 48 hours of ordering.

There is no charge for cancelling an order before it ships.

Once the packing and shipping process has started, the order can no longer be cancelled. Please use the returns policy above instead.

If we cancel your order ourselves, for example because an item is out of stock, you get a full refund.

How refunds are paid

Your refund is processed 24 to 48 hours after we receive the returned item. It goes back to the way you paid, your card or your PayPal account, or we can hold it as store credit for a future order if you ask. Payment providers can take a few more days to show the money on your statement.

How to start a return

Email theteam@braceletsonline.ca with your order number, the product and the reason for your return. Please contact us before sending anything back, so we can confirm the return address and match the return to your order. For a change of mind return, send us the tracking details once you have posted it.

If something goes wrong

If you are unhappy with how we have handled a return, email us and tell us why. If we still cannot agree, you can contact the consumer protection office of your province or territory, or take a claim to its small claims court.