Refund Policy

Return & Exchange Policy

Not satisfied with your order or ordered the wrong size? No worries — you have 30 days to return or exchange your item.


Returns – 4 Simple Steps

  1. Request Return Form
    Email us at info@smithandharper-toronto.com.

  2. Fill in the Form
    Complete the return form in full.

  3. Send the Package
    Return your item(s) together with the completed form to the return address listed below.

    • Shipping costs are at your own expense

    • Please use a trackable shipping service

  4. Refund Processed
    Once we have received your return, we will refund the full purchase amount to your account within 5 business days.


Policy for Refused Packages

When you place an order, you agree to our shipping and return terms. If a package is refused upon delivery, the following fees apply:

  • Restocking Fee: A standard fee of 15% of the order value will be charged, with a minimum of $15 CAD. If 15% of the order value is less than $15 CAD, the $15 minimum will apply. If 15% exceeds $15 CAD, that amount will be charged.

  • Deduction of Costs: These costs will be deducted from your refund amount, or, where applicable, invoiced separately.

  • Exceptions: If the refusal is due to an error on our side — for example, if you received an incorrect or damaged item — no costs will be charged. In that case, we will resend your order free of charge or provide a replacement product.


Exchanges – Wrong Size (4 Steps)

  1. Request Exchange
    Email info@smith-harper.com with your order number and the size you would like.

  2. Complete Exchange Form
    We will send you the exchange form to fill in.

  3. Send Back the Item
    Ship the original item with the completed form to the return address.

    • Don’t forget to include Track & Trace

  4. Receive New Item
    Once we have received your return, we will send the correct size to you free of charge.


Exchanges – Damaged or Incorrect Items

  1. Report the Issue
    Email info@smith-harper.com with photos or a short video of the item, and a brief description of the issue.

  2. Validation
    Our team will review your case and confirm eligibility.

  3. Replacement Sent
    A free replacement will be prepared and shipped to you.

  4. Tracking Details
    We will send you the tracking number once your replacement has been dispatched.


Important Notes

  • Always include the completed return form in your package.

  • To request the form, email: info@smith-harper.com

 

Return Address:

Kindly note: returns are processed through our logistics center in Asia, and shipping costs for returns are covered by the customer.

 

  • If the return is caused by the customer (e.g. wrong size or change of mind), the customer is responsible for the return shipping fee.

  • If the return is caused by our mistake (e.g. damaged or incorrect item), we will cover the shipping costs.