Refund policy

Return and Refund Policy

Thank you for supporting UNBOUGHT.

Every UNBOUGHT piece is made to order. This means your item is produced specifically for you after your order is placed. Because of this, we do not operate like a traditional store with ready-made inventory.

Please read this policy carefully before placing an order.

Made-to-order items

All products are made on demand. For this reason, we generally do not accept returns, refunds, or exchanges for:

  • Ordering the wrong size

  • Choosing the wrong colour

  • Changing your mind

  • Providing an incorrect or incomplete shipping address

  • Refusing delivery

  • Refusing or failing to pay customs duties, taxes, or import fees

  • Delays caused by customs, carriers, weather, strikes, or other events outside our control

Please check the size guide, product description, colour, and shipping address carefully before placing your order.

Order cancellations

If you need to cancel an order, contact us as soon as possible.

If your order has not yet entered production, we may be able to cancel it and issue a refund.

Once an order has entered production, we may no longer be able to cancel it. If cancellation is possible after production has started, production costs and any non-refundable processing fees may be deducted from the refund.

Defective, damaged, or incorrect items

If you receive a defective, damaged, or incorrect item, please contact us within 7 days of delivery.

To help us review your request, please include:

  • Your order number

  • A clear description of the issue

  • Clear photos or videos showing the defect, damage, or incorrect item

  • Photos of the packaging, if relevant

If the issue is verified, we may offer a replacement, resend, store credit, or refund depending on the situation.

Please do not send the item back unless we ask you to do so.

Size and fit issues

Because every item is made to order, we cannot offer refunds or exchanges if the wrong size was ordered or if the fit is not as expected.

Please review the size guide carefully before ordering. If you are between sizes, we recommend sizing up for a more relaxed fit.

Incorrect shipping address

Customers are responsible for entering the correct shipping information at checkout.

We are not responsible for orders that are lost, delayed, returned, or delivered incorrectly because of an incorrect or incomplete address.

If you notice an address mistake, contact us immediately. We will do our best to help, but we cannot guarantee changes once production or shipping has started.

If a package can be resent after an address issue, additional shipping, handling, storage, or redelivery fees may apply.

Lost or delayed packages

Once an order has shipped, delivery is handled by the carrier.

A package is generally considered delivered when the tracking information shows it has been delivered to the address provided at checkout.

If your package is delayed or appears lost, contact us and we will help review the situation where possible. Refunds or replacements for prolonged non-delivery may be considered only when the shipping address was correct and the delay or loss was caused by the carrier or logistics provider.

Customs, duties, and refused delivery

For orders shipped outside Canada, local duties, VAT, import taxes, customs fees, or brokerage fees may apply.

These fees are set by the destination country and are the customer’s responsibility unless clearly stated otherwise at checkout.

We are not responsible for packages that are delayed, returned, confiscated, destroyed, or abandoned because the customer refused delivery, failed to cooperate with customs, failed to provide required customs information, or refused to pay applicable duties, taxes, or fees.

If a package is returned or abandoned for these reasons, we cannot guarantee a refund or replacement.

How to contact us

If you have an issue with your order, please contact us within 7 days of delivery.

Include your order number and clear photos or videos where relevant so we can review the issue as quickly as possible.

Final sale items

Because our products are made to order, all sales are final unless the item is defective, damaged, incorrect, or otherwise eligible for review under this policy.

By placing an order with UNBOUGHT, you agree to this Return and Refund Policy.