Refunds & Returns

Last updated 14 September 2026.

Faulty, damaged or not as described

This part matters most, and nothing else on this page takes away from it. Under the sale of goods and consumer protection laws of your province or territory, what we sell you has to be of merchantable quality, reasonably fit for the purpose it is sold for, and match how we described it. If it is not, tell us and we will put it right with a repair, a replacement or a refund. We pay the return postage.

Email theteam@mybathrobe.net with your order number and a short note about the problem. A photograph of the item and the box helps us take a damaged parcel up with the courier. It is not a condition of your rights.

Nothing on this page limits your rights under your province's consumer protection laws, or under the federal Competition Act, which prohibits false or misleading representations.

Changed your mind? Our own 15 day policy

Canada has no general federal cooling-off period for an online purchase, and we would rather say so than hint at a right you do not have. Provincial law can give you one in particular cases. Under Ontario's Consumer Protection Act, 2002, for example, you can cancel an internet agreement if the required information was not disclosed to you before you ordered, or if the goods do not arrive within 30 days of the delivery date you were given. Rights like these are yours whatever this page says.

As our own policy, you can return a product within 15 days of the original purchase for an exchange or a refund. The product needs to have been bought from this website within the last 15 days, be in its original packaging, and come with your receipt, order confirmation or other proof of purchase.

If you are returning something because you changed your mind, found a better price, it does not fit, you no longer need it or you ordered the wrong item, you pay the postage to send it back to the warehouse it came from. We refund the full price you paid for the goods, with nothing kept back.

We cannot accept returns of products bought from a third-party retailer rather than from this website.

Cancelling an order

Any order can be cancelled free of charge until it has shipped. Most orders ship within 24 hours of ordering, so if you need to change or cancel a paid order, contact us within 12 hours. Once packing and shipping have started the order can no longer be cancelled, and the returns policy above applies instead.

Damaged items

If a product arrives damaged or with parts missing, tell us straight away with your order number. Our customer service team will arrange a replacement or a refund, and we cover the return postage.

Wrong item sent

If you receive something different from what you ordered, tell us straight away. We will fix it at no cost to you.

Order not received

If your order does not arrive, email us with your order number and we will chase it with the courier. If it cannot be found, we will send it again or refund you.

How refunds are paid

Refunds are processed 24 to 48 hours after the returned item reaches us. The money goes back to the way you paid, your card or your PayPal account, or we can hold it as credit for a future order if you ask for that. Your bank or PayPal can take a few more business days to show it.

How to start a return

Email theteam@mybathrobe.net with your name, the product, your order number and what you would like to do. We reply with the return address and confirm who pays the postage in your case. Please contact us before sending anything back, so it reaches the right warehouse and is matched to your order.

If we cannot agree

If you are unhappy with how we handled a return, email caseresolution@customersupport.care with your order number and a person will look at it again from the start. You can also contact the consumer protection office in your province or territory, or use the small claims court there.