Return Policies

We trust you will love your purchase! But if for any reason you change your mind and want to cancel, return or change any of the items, you can do so as long as you comply with these Return and Exchange Policies.

1. Cancellation

1.1 Orders not shipped

You can request the cancellation of your purchase before entering the shipping process. For this, you must contact us through the email shipments@karepop.ca, indicating in the body of the message your name, the order number and the email with which you made the purchase.

1.2 Orders in transit or delivered

To request the cancellation of orders in transit or have already been delivered, you must contact us via email at shipments@karepop.ca within the first 48 hours of receiving the package.

You must indicate your name, the order number, and the reason you wish to make the return in the message. You must provide photographs showing that the packaging is closed, sealed, and not modified.

You will have the obligation to return the product or products in the same conditions in which you received them without using them. That means it must be sent with the original packaging and labelling and in the same box in which it was sent or, failing that, in some similar format that guarantees the return in perfect condition. In all cases, shipping and insurance costs will be borne by you.

The package must be returned within the first 3 business days after requesting the cancellation. When the product or products are received at our facility, they will be subjected to an evaluation to verify that the product is in optimal conditions. If the product or packaging is open or tampered with, we will not be able to cancel it. In case of theft, loss or damage by the carrier, the cancellation does not apply.

Kare Pop will notify you of the evaluation result if the cancellation of the order proceeds and, where appropriate, the refund.

2. Refund

 

2.1 Refund for return

Once we receive your return and it is inspected, we will send you an email notifying you that we have received your items and whether we accept or reject the return based on the condition in which the product was received.

Accepted the return, we will start the refund process. The refund will be made employing a Gift Card valid for 1 month. The reimbursement only covers the price of the products of the original purchase. Without any exception, shipping costs will not be refundable.

2.2 Reimbursement for theft or loss

In case of theft or loss by the carrier, an investigation of the package's whereabouts is initiated with the carrier. This process can take between 30 and 45 business days. To refund the purchase, we must confirm with the carrier that the package will not actually reach its destination. Once the package status is verified, we can make the refund in the store's Gift Card valid for 1 month. The reimbursement covers the original purchase price of the products and the shipping cost.

2.3 Reimbursement for damage by the carrier

If you receive the package with damaged packaging, you will have the obligation to send us an email with photographs of the packaging within the first 48 hours of receipt. If this requirement is not met, the refund will not proceed. In proceeding with the reimbursement, the transport company must be informed. This process can take between 30 and 45 business days. To proceed to refund the purchase, we must confirm with the carrier the responsibility for the damage caused to the package. Once the status of the box is verified, we can make the refund in the store's Gift Card valid for 1 month. The reimbursement only covers the price of the products of the original purchase. Without any exception, shipping costs will not be refundable.

3. Changes

If the products you received are found to be faulty or damaged, they may be replaced with the same item. To request a change, you must contact us via email at shipments@karepop.ca within 48 hours of receipt. You must indicate your name, the order number and a description of the error or defect of the products delivered, including sufficient evidence and clear photographs.

The photographs will be sent to the supplier to confirm that it is a factory defect. If the factory defect is approved, the product will be shipped again. If the product is not available, a refund will be made corresponding to the cost of the product as described in number 2 (shipping costs are not refunded).