Refund policy
Last updated: July 24, 2026
Thank you for shopping with CharmVerse.store. We want every purchase to feel simple, transparent, and dependable. This Return & Refund Policy explains the conditions under which products purchased through our website may be returned, exchanged, replaced, or refunded.
By placing an order through CharmVerse.store, you acknowledge that you have reviewed and accepted this policy. Shopify recommends that merchants carefully review and follow the return policy published on their store. Québec guidance also explains that merchants who establish a return or exchange policy are expected to respect its stated terms. This template should therefore be reviewed by a qualified legal professional before publication, particularly if CharmVerse.store sells to customers in multiple jurisdictions.
1. Our 30-Day Return Policy
CharmVerse.store offers a 30-day return period for eligible products. You may request a return within 30 calendar days after the date on which your order is marked as delivered by the shipping carrier.
A return request submitted after the 30-day period may be declined unless the product is defective, damaged, incorrectly supplied, or applicable consumer law provides you with additional rights.
Submitting a return request does not automatically guarantee approval. Every request is reviewed to confirm that the product meets the eligibility requirements described in this policy.
To begin a return, contact us at:
Email: support@CharmVerse.store
Telephone: (905) 238-8080
Business address: 2860 Av. Ekers, Montréal, QC H3S 1E3, Canada
Please do not send a product to our business address without first receiving return authorization and complete return instructions from our customer support team. Depending on the product, fulfillment location, and country of delivery, the authorized return destination may differ from our published business address.
2. Return Eligibility
To qualify for a standard return, the product must generally meet all of the following conditions:
The return request must be submitted within 30 days of confirmed delivery.
The product must be unused, unworn, unwashed, unaltered, and in substantially the same condition in which it was received.
The product must include its original packaging, tags, labels, protective materials, accessories, manuals, inserts, and any complimentary items supplied with the order.
The product must not show signs of prolonged handling, misuse, accidental damage, exposure to moisture, improper storage, contamination, modification, or unauthorized repair.
The customer must provide valid proof of purchase, such as an order number, confirmation email, receipt, or the email address used to place the order.
The item must not belong to a non-returnable category listed in this policy.
We recognize that customers may need to inspect a product after delivery. Reasonable inspection is permitted, provided that the product is not used beyond what is necessary to evaluate its appearance, size, design, construction, and basic suitability.
If returned merchandise shows signs of use, damage, missing components, or deterioration beyond reasonable inspection, CharmVerse.store may reject the return or reduce the refund where permitted by applicable law.
3. How to Request a Return
To request a return, email support@CharmVerse.store with the following information:
Your full name
Your order number
The email address associated with your order
The name and quantity of the product you wish to return
The reason for the return
Clear photographs or a short video if the product is damaged, defective, incomplete, or incorrect
Any other information reasonably requested by our support team
After receiving your request, we will review it and normally reply with an approval decision, additional questions, or return instructions.
If your return is approved, we will provide available instructions regarding packaging, the return destination, any return label, and applicable deadlines. Products sent without prior authorization may be rejected, delayed, lost, or returned to the sender.
Customers should retain the shipping receipt, tracking number, and proof of postage until the return has been inspected and the refund has been completed.
4. Free Return Shipping
CharmVerse.store provides free return shipping for approved eligible returns when we issue a prepaid return label or otherwise confirm in writing that reasonable return shipping expenses will be covered.
Free return shipping may apply to:
Products that arrive damaged
Products confirmed to be defective
Incorrect products sent by CharmVerse.store
Orders missing essential components
Eligible standard returns approved within the 30-day return period
The availability of prepaid labels may vary by country, carrier, product type, and fulfillment destination. Where a prepaid label cannot reasonably be provided, our team may give alternative instructions or reimburse approved reasonable return shipping expenses after receiving valid proof of payment.
Customers must use the return method authorized by CharmVerse.store. Additional costs resulting from expedited shipping, premium delivery services, unauthorized couriers, packaging services, customs arrangements, or failure to follow our instructions may not be reimbursed unless required by law.
Original shipping charges, customs duties, import taxes, brokerage fees, and other third-party charges are generally non-refundable unless the return results from our error, the item is defective, or applicable law requires reimbursement.
5. Return Packaging and Customer Responsibility
Approved returns must be packaged carefully to prevent damage during transit. Whenever possible, use the original shipping box, protective wrap, product packaging, and inserts.
If the original outer shipping box is damaged or unavailable, use a strong replacement box with sufficient cushioning. Do not attach shipping labels, adhesive tape, or markings directly to retail packaging unless instructed to do so.
Until a return is delivered to the authorized destination, the customer is responsible for following the provided instructions and keeping proof of shipment. CharmVerse.store is not responsible for returns sent to an unauthorized address, shipped without tracking, inadequately packaged, or submitted using a method that differs from the approved instructions, except where responsibility cannot legally be excluded.
If a package is lost during return transit and CharmVerse.store supplied the prepaid label, we will work with the carrier to investigate the shipment. If the customer independently selected an unauthorized carrier or shipping method, the customer may need to pursue the claim directly with that carrier.
6. Inspection of Returned Products
Once an authorized return is delivered, our team or fulfillment partner will inspect it. Inspection may include confirming:
The identity of the returned item
The quantity received
The product’s condition
The presence of original components and packaging
Whether the item has been used, altered, damaged, or substituted
Whether the reported defect or issue can be verified
Return inspections are normally completed within 3 to 10 business days after delivery. Complex cases may require additional time.
After inspection, we will notify you whether the refund has been approved, partially approved, declined, or replaced with another resolution permitted under this policy and applicable law.
7. Refund Processing
If your refund is approved, it will normally be issued to the original payment method used for the order.
Please allow approximately 5 to 10 business days after refund approval for the funds to appear in your account. The actual posting time depends on your bank, card issuer, payment provider, and country.
CharmVerse.store does not control the processing times of financial institutions. A refund confirmation from us means that the refund instruction has been submitted, but your financial institution may need additional time to complete the transaction.
Where the original payment method is unavailable, expired, closed, or technically unable to receive the refund, we may contact you to arrange a lawful alternative. We will not issue a refund to an unrelated payment account or third party without appropriate verification.
Refunds will be made in the currency used for the original transaction whenever supported by the payment provider. Differences caused by foreign-exchange movements, card-provider conversion rates, or international transaction fees are generally outside our control.
8. Damaged or Defective Products
Please inspect your order shortly after delivery. If an item arrives damaged, defective, incomplete, or materially different from its product description, contact us as soon as reasonably possible.
For the fastest assistance, provide:
A clear image of the entire product
Close-up images of the damaged or defective area
A photograph of the shipping label
Images of the outer and inner packaging
A description of the problem
A video demonstrating the issue when relevant
Do not discard the item, packaging, shipping label, or damaged components until our team confirms that they are no longer needed. Carriers or fulfillment partners may require this evidence during an investigation.
Depending on the circumstances, we may offer:
A replacement product
Replacement components
A full refund
A partial refund
A repair or another appropriate remedy
The appropriate resolution will depend on the nature of the issue, product availability, customer preference, applicable law, and whether the product can reasonably be restored or replaced.
We will never require a customer to accept store credit instead of a legally required refund.
9. Incorrect Products or Missing Items
If you receive the wrong item, wrong variation, incorrect quantity, or an order with missing products, contact us promptly.
Please include photographs of everything received, including the packaging, packing slip where available, and shipping label. This information helps us verify the fulfillment error and provide an appropriate solution.
After verification, we may send the correct product, send the missing component, or provide a refund. If the incorrect product must be returned, we will provide instructions and cover the authorized reasonable return shipping costs.
10. Products Not Received
A package marked as delivered but not located should first be checked carefully. Please:
Review the delivery location shown in the tracking information
Check around entrances, mailboxes, porches, reception areas, parcel lockers, garages, and other safe locations
Ask household members, building staff, neighbours, or coworkers whether they accepted the package
Contact the carrier for delivery details
If the package remains missing, contact us promptly. We will review the available tracking information and may open an investigation with the carrier.
Carrier investigations can take several business days. A refund or replacement may be offered after the investigation, depending on the circumstances and applicable law.
CharmVerse.store is not responsible for losses caused by an incorrect address supplied by the customer, refusal to collect a parcel, unauthorized forwarding, or theft after confirmed delivery, except where applicable law imposes responsibility or where we agree to provide a goodwill resolution.
11. Non-Returnable Products
Certain products may not qualify for change-of-mind returns due to hygiene, safety, customization, or product condition. These may include:
Personalized or custom-made products
Products engraved or produced to customer specifications
Gift cards and digital products
Products marked as final sale
Products that cannot be resold for hygiene reasons after opening or use
Items damaged through misuse, neglect, improper cleaning, or unauthorized modification
Products returned without essential parts, packaging, or accessories
Items purchased from third-party websites or sellers rather than CharmVerse.store
Final-sale designations do not limit rights relating to products that are defective, misrepresented, unsafe, or otherwise protected by mandatory consumer law.
If you are uncertain whether an item is returnable, contact us before placing your order or before opening sealed packaging.
12. Personalized and Custom Products
Personalized products are made or modified specifically for the customer and generally cannot be returned because of a change of mind, preference, or ordering mistake.
Before submitting an order for a personalized item, carefully review all names, wording, spelling, capitalization, dimensions, colours, images, and other selected details.
A personalized product may remain eligible for a remedy if:
We produced it differently from the confirmed order details
The product arrives damaged
The product has a manufacturing defect
Mandatory consumer law otherwise requires a remedy
Minor differences in colour, placement, scale, stitching, printing, grain, texture, or handcrafted finish may occur and do not necessarily constitute defects when they fall within reasonable manufacturing tolerances.
13. Exchanges
We may offer exchanges for eligible products, subject to stock availability and approval.
The most reliable way to receive a different product is usually to return the original item and place a new order after the return is approved. This prevents the requested replacement from becoming unavailable while the original product is in transit.
If a direct exchange is approved, any price difference, tax adjustment, or additional charge must be resolved before the replacement is dispatched. If the replacement costs less, the eligible difference may be refunded to the original payment method.
Replacement items do not restart the original return period unless required by law. However, replacement products remain protected against defects and fulfillment errors.
14. Order Cancellations
Contact us immediately if you wish to cancel an order.
We will attempt to cancel orders that have not entered processing, production, or fulfillment. However, cancellation cannot be guaranteed because orders may be transmitted to fulfillment facilities shortly after purchase.
If the order has already shipped, it generally cannot be cancelled in transit and must instead be handled through the return process after delivery.
CharmVerse.store may cancel an order where reasonably necessary, including in cases involving:
Product unavailability
A clear pricing or listing error
Suspected fraud or unauthorized payment activity
An incomplete or unverifiable shipping address
A legal or regulatory restriction
A technical error affecting the transaction
An inability to complete delivery
If we cancel an order after payment has been captured, we will provide an appropriate refund. Nothing in this section permits CharmVerse.store to disregard mandatory consumer protections or refuse to honour an advertised transaction where the law requires otherwise.
15. Refused and Unclaimed Deliveries
Customers are responsible for monitoring tracking information and collecting parcels from designated collection points when required.
If an order is refused, unclaimed, or returned because the carrier could not complete delivery, we will contact the customer after the parcel is received and inspected.
Any refund will be subject to the circumstances of the return. Additional shipping, handling, customs, storage, or carrier charges may be deducted where permitted by law, unless delivery failed because of our mistake or the carrier’s error.
A parcel being returned to sender does not automatically constitute an approved return. Customers should contact us before refusing a delivery whenever possible.
16. Incorrect or Incomplete Addresses
Customers must provide an accurate and complete shipping address at checkout, including apartment, suite, unit, building, postal code, province, state, and country details.
If you notice an address error, contact us immediately. We will try to update the address before fulfillment, but changes cannot be guaranteed.
CharmVerse.store is not responsible for delays, losses, or additional charges resulting from incorrect information supplied by the customer. If an order is returned to us, reshipment may require payment of additional delivery expenses, except where prohibited by law.
17. Gifts and Promotional Products
Refunds for products received as gifts are generally issued to the original purchaser and original payment method.
Where available, we may offer store credit to the gift recipient after verifying the order. However, we may be unable to disclose the purchaser’s private account or payment information.
Free gifts, promotional items, and products supplied as part of a bundle must normally be returned together with the qualifying purchase. If a promotional item is not returned, its stated or reasonable value may be deducted from the refund where permitted by law.
Discount codes and promotional savings are not redeemable for cash. Refunds are based on the actual amount paid for the returned item after discounts.
18. Partial Refunds
A partial refund may be considered where permitted by law if:
The customer chooses to keep a product with a minor issue
A returned product is missing non-essential components
The product has sustained damage after delivery
The product shows use beyond reasonable inspection
A bundled order is only partially returned
A promotional discount must be recalculated
No partial refund will be imposed in a manner that removes a customer’s mandatory legal rights. We will explain any proposed deduction before completing the refund.
19. Chargebacks and Payment Disputes
We encourage customers to contact support@CharmVerse.store before filing a chargeback or payment dispute. Most order concerns can be resolved more quickly through direct communication.
When a chargeback is filed, the payment provider may temporarily control the disputed funds and require both parties to provide evidence. We may submit relevant order records, communication, tracking information, delivery confirmation, refund records, and policy acceptance information.
Filing a payment dispute does not expand or reduce either party’s legal rights. Customers should not submit false, misleading, or duplicate claims.
20. Consumer Rights
This policy is intended to provide contractual return rights in addition to any non-waivable protections available under applicable consumer law.
Nothing in this policy excludes, restricts, or replaces rights that cannot legally be waived, including rights relating to defective goods, inaccurate descriptions, statutory warranties, online purchase disclosures, delivery failures, or legally valid cancellation rights.
Québec’s Office de la protection du consommateur explains that special cancellation remedies may apply to certain online purchases when legal requirements are not met. In qualifying cases, specific reimbursement deadlines and reasonable return-cost obligations may apply independently of a merchant’s voluntary return policy.
Where this policy conflicts with mandatory law, the mandatory legal requirement will prevail.
21. Policy Abuse and Fraud Prevention
CharmVerse.store reserves the right to investigate return activity that reasonably appears fraudulent, abusive, misleading, or inconsistent with normal personal use.
Examples may include:
Returning a different product from the one purchased
Submitting altered or misleading photographs
Repeatedly claiming non-delivery despite confirmed receipt
Returning used products as new
Removing parts before returning an item
Using multiple identities to avoid return limits
Submitting duplicate refund requests
This section does not permit us to deny a legitimate claim without reasonable grounds. Decisions will be based on available evidence and applicable law.
22. Changes to This Policy
CharmVerse.store may update this Return & Refund Policy to reflect changes to our operations, products, fulfillment methods, customer service practices, Shopify functionality, or legal obligations.
The updated policy will be published on our website with a revised “Last updated” date. Unless mandatory law requires otherwise, the policy applicable to an order is generally the version available when the order was placed.
Material changes will not be applied retroactively where doing so would unfairly reduce rights already granted to a customer.
23. Contact Us
Questions about returns, exchanges, damaged products, missing items, cancellations, or refunds may be directed to:
CharmVerse.store
2860 Av. Ekers
Montréal, Québec H3S 1E3
Canada
Email: support@CharmVerse.store
Telephone: (905) 238-8080
When contacting us, include your order number and a clear explanation of the issue. Our customer support team will review your request and respond as soon as reasonably possible.