Refund Policy

RETURNS ARE NOT FREE — RETURN SHIPPING IS AT THE CUSTOMER'S EXPENSE

RETURN CONDITIONS

Can I return my order? Yes. If you are not satisfied with your purchase, you may return it within 30 days of receiving it. To be accepted, the return must meet the following conditions:

The order includes all parts and components and the packaging arrives in the same condition as the product.
Only normal handling of the product is evident. Damage due to careless handling is excluded from returns.
Products where hygiene is important have been properly cleaned before initiating the return process.
The product defect was identified immediately upon receipt.
We reserve the right to charge the customer for return shipping costs.
Returns will be processed within 7 business days. If conditions are met, the return will be officially confirmed within this period.

We reserve the right to refuse returned goods if we suspect they have been used or damaged through no fault of ours.

HOW TO RETURN AN ORDER

1. Email Send an email to: info@ottawa-grace.com with the subject line "Return Request".

2. Information Make sure your email includes: your order number, reason for return, photo of the product if damaged, and your full name and address.

3. Wait We will contact you and provide the correct return address. Do not send the product back to the sender — wait for the return address we will send you.

4. Ship The customer is responsible for the cost of shipping the product back to our central warehouse.

NEVER send the parcel back to the original sender's address — always wait for the return address we provide.

CANCELLATION RIGHTS

You have the right to cancel your order within 14 days of receiving your last products. To exercise your right of cancellation, please notify us at info@ottawa-grace.com with a clear statement of your decision.

Orders in transit: If products are already on their way, cancellation is not possible. Please wait until you receive the products and then return them.