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    Credits and Exchanges

    Refund Policy

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    Returns
    Our policy lasts 30 days. If 30 days have gone by since your purchase, please contact us below.

    To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

    Additional non-returnable items:

    • Gift cards


    Please do not send your purchase back without a return request.

    There are certain situations where only partial refunds are granted

    • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
    • Any item that is returned more than 30 days after delivery.


    Credit

    Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval of your credit.


    If you are approved, then your credit will be processed, and a credit will automatically be applied to your account or via Gift Card, within 5-10 business days.

    Late or missing credit
    If you haven’t received a credit or gift card, please contact Kevin with Customer Relations at kevin@truenorthernlabs.ca

    Sale items
    Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

    Exchanges
    We only replace items if they are defective, damaged or not suitable for your standards.

    If you need to exchange it for the same or different product, please contact Kevin with Customer Relations @ kevin@truenorthernlabs.ca.

    Gifts
    If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.

    Returns
    Once you have set up a return request with us, we will send you the address to return the merchandise to.

    You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

    Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

    If you are shipping an item over $100, you should consider using a trackable shipping service or purchasing shipping insurance. We can not guarantee that we will receive your returned item as we are not the couriers sending your package.

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