ONLINE RETURN POLICY

SECTION A: RETURN OF ONLINE PURCHASES

1. Prior to returning an order, you must request authorization in writing from customercare@duewest.ca.

2. Due West will send instructions for next steps based on your location, as explained in the Section C below.

3. Returns of online purchases must be made within the required time frame:

a) regular priced purchases: forward to Due West for return within 10 days of receipt of your shipment
b) sale priced purchases: forward to Due West for return within 7 days of receipt of your shipment * please note sale priced purchases shipped to countries outside of North America are final sale *

Please note online purchases returned in-store will be refunded onto the original method of payment through our online system.

4. Goods returned must be in original condition, as stipulated in Section B below.

  • Note: shipping fees are not refundable
  • Due West reserves the right to refuse refund shipments that do not meet policy requirements

SECTION B: CONDITION OF GOODS BEING RETURNED

Goods being returned must be in original condition, including: unused, unworn, unwashed, and without damages or alterations.

Items must be accompanied by original branded packaging and have their original tags attached.

Footwear must be returned in its original box.

  • Due West does not accept returns of swimwear, underwear, and face masks
  • Due West reserves the right to refuse refunds if the goods do not meet the return policy requirements
FREQUENT RETURNS: Due West offers a very lenient return policy to ensure that customers are happy with their purchases and their experience is convenient and easy. Frequent returns may be flagged in our system, and if we notice that our return policy is being abused we reserve the right to cancel orders or discontinue free returns. Returns that do not follow the policy may be returned to the original shipping address at the customer's expense.

    SECTION C: YOUR LOCATION

    Returns from within Canada

    Due West does not cover the cost of returns within Canada.

    Upon requesting authorization for a return via email to customercare@duewest.ca

    • Returns may also be completed in store.
    • Online purchases returned in-store will be refunded onto the original method of payment through our online system. 
    • Allow 5-10 business days to see the refund on your statement.

    Returns from the USA:

    Due West does not cover the cost of returns from the USA, including duties and brokerage.

    1. Prior to returning an order from the USA, you must ensure that requirements from Sections A & B are met.

    2. Upon requesting authorization for a return via email to customercare@duewest.ca you will receive further instructions.

    3. The return parcel must be shipped via United States Postal Service (USPS)

    • Note: The Customs Declaration Form must be marked “RETURN OF CANADIAN MERCHANDISE”. Omitting this step may incur duty charges and cause Due West to refuse your shipment.

    Once your return shipment has been accepted and processed by Due West, allow 5-10 business days to see the refund on your statements.

    • Due West is not responsible for the loss or delay of packages being returned
    • Due West recommends that customers monitor the status of their shipment via tracking number provided by USPS

    Returns from outside North America:

    We currently only accept returns for full price purchases that are shipped outside Canada and the United States. Sale priced items are final sale.

    Due West does not cover the cost of international returns, including duties and brokerage.

    1. Prior to returning an international order, you must ensure that requirements from Sections A & B are met.

    2. Upon requesting authorization for a return via email to customercare@duewest.ca you will receive further instructions.

    3. The Customs Declaration Form must be marked “RETURN OF CANADIAN MERCHANDISE”. Omitting this step may incur duty charges and cause Due West to refuse your shipment.

    Once your return shipment has been accepted and processed by Due West, allow 5-10 business days to see the refund on your statements.

    • Due West is not responsible for the loss or delay of packages being returned
    • Due West recommends that customers monitor the status of their shipment via tracking number

    SECTION D: EXCHANGE OF ONLINE PURCHASES

    Exchanging your online purchase is only possible through return and refund of the original purchase and subsequent online purchase of the desired replacement item.

    a) Follow the steps in Sections A - C above***

    b) Place a new online order for your desired item

    • Note: Once your return shipment has been accepted and processed by Due West, allow 5-10 business days to see the refund on your statements.

     

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