Refund policy

Return & Refund Policy

Last updated: October 1, 2025

“You” and “your” refer to the customer.
“We,” “us,” “our,” or the “Company” refers to Chirologix.
“Goods” means the products you purchase from us.
“Customized Goods” means items altered or made to your specifications (e.g., custom sizing, logos, colours outside standard range, bespoke modifications).
This policy applies to purchases made through our website (or as otherwise specifically stated).

You may return your order within 14 calendar days after you receive the goods.
To start a return, notify us in writing before the 14-day period expires: support@chirologix.ca (include order number and item details).
If the goods have not shipped, we will cancel and refund you in full (including standard delivery charges you paid).
If the goods have been delivered, you must send them back to us (see Section 4).

Returned goods must be in new / resalable condition: unused, undamaged, and with original packaging, tags, and accessories.
You are responsible for taking reasonable care of the goods while in your possession.
We may deduct an amount to cover diminished value if items are not returned in original condition (beyond what is necessary to inspect them).
No refunds for items lost or damaged in transit if returned via an untraceable or uninsured method.

You are responsible for the direct cost of returning the goods (unless due to our error, e.g., wrong item, or a confirmed manufacturing defect).
Use a secure, trackable shipping method and keep proof of postage.
If items are improperly packaged and incur damage/loss in transit, liability may rest with you; refunds may be reduced or refused accordingly.
We recommend insuring the package for the full purchase value (at your cost).

After we receive and inspect the goods (or you furnish proof of return, if applicable), we will process your refund without undue delay.
Refunds will be made no later than 14 calendar days after the later of:
1. the day we receive the returned goods, or
2. the day you notify us of the return (if goods were not delivered).
Refunds are issued to the original payment method, unless you expressly agree otherwise.
We do not charge any fees for issuing refunds. Shipping fees are refundable only where the return is due to our error or a confirmed defect.

Customized Goods are non-refundable, except in cases of defect or error on our part.
Change requests for Customized Goods must be made within 24 hours of confirming final specifications.
After 24 hours, changes/cancellations are not accepted. In rare cases, we may agree at our discretion, and a restocking/modification fee may apply.

If you believe an item is defective, damaged, or incorrect, notify us within 14 calendar days of delivery at support@chirologix.ca with photos and a description.
If we confirm a defect or error, we will, at our option:
1. replace the goods,
2. repair the goods, or
3. issue a full refund (including shipping)—whichever is reasonable.
Return shipping for faulty/defective goods is covered by us (we will provide a prepaid label or reimburse you).
Note: A “manufacturing defect” does not include minor cosmetic variations such as slight discolouration in fabric, natural material variations, or other imperfections that do not affect the intended use or functionality of the product.
We are not liable for defects caused by improper use, neglect, modification by you, or ordinary wear and tear.

Perishable goods (if applicable)
Custom-made or personalized items (unless faulty)
Goods sealed for health or hygiene reasons if the seal is broken
Digital products, downloadable software, or services (unless required by applicable law)
Any goods marked as final sale or “non-returnable” at purchase

Where we refund, replace, or repair, our liability is limited to the purchase price of the goods (plus standard shipping, if applicable).
We are not liable for incidental, consequential, or special damages arising from use or inability to use the goods.
Nothing in this policy excludes or limits liability where prohibited by law (e.g., gross negligence or willful misconduct).

This policy is governed by the laws of Alberta, Canada, including the Alberta Consumer Protection Act.
If any provision is held invalid or unenforceable, the remainder remains in full force.
Disputes are subject to the jurisdiction of the courts of Alberta (or small claims court where applicable).

Chirologix may modify or amend this policy from time to time.
The version displayed on our website at the time of purchase governs the transaction.
We may provide notice of changes; please review this policy when purchasing.

Need help? Contact us at returns@chirologix.ca.