Refund & Return

Refund & Return Policy – Caldwell Toronto

Last updated: August 2, 2025

At Caldwell Toronto, we do everything we can to keep our customers satisfied. However, there may be occasions when you wish to return a product. This document clearly explains our return policy.

We begin processing orders immediately to ensure fast dispatch and reliable delivery.

For this reason, orders may only be cancelled within 12 hours of purchase.

After this 12-hour window, your order may already be processed, packed, or prepared for shipment. Once processing has begun, cancellation is no longer possible.

If your order has already been dispatched, you may still return the item in accordance with our Returns & Refund Policy once it has been delivered.

We appreciate your understanding, as this allows us to maintain efficient service and timely delivery for all customers.


30-Day Easy Returns

At Caldwell Toronto, your comfort and confidence matter to us. If you’re not fully satisfied with your purchase, we offer a clear and fair return process in line with hygiene and safety regulations. 

Return Policy Overview

Return Window
You may request a return within 30 days from the date you receive your order.

Condition of Items
Returned items must be:

  • Unused and unworn

  • In their original condition

  • Returned in the original packaging, including all tags, inserts, and accessories

Easy Returns
Our customer support team will guide you through the return process step by step.

Return Costs

 

Defective or Incorrect Products

There is no cost to the customer if:

  • The wrong item was sent
  • The item arrived damaged
  • The item is defective

In these cases, we will provide a prepaid return label.

Change of Mind / Customer Remorse

If you ordered the wrong item, selected an incorrect size, or no longer want the product:

  • Return shipping costs are the responsibility of the customer, including any international return shipping costs
  • Original shipping costs are non-refundable
  • A return may only be requested after the order has been physically received
  • Returned items must be unused, unwashed, undamaged, and in their original condition, with all original labels and tags attached
  • Items may be tried on for sizing purposes, but they must not have been worn or used
  • Products deliberately ordered in multiple sizes with the intention of returning some or all of them are not eligible for return

Size Exchanges

If you received the correct product and size that you originally ordered but would like to exchange it for another size:

    • A $15 CAD exchange fee applies to cover the additional handling and shipping costs, as the original order was correctly fulfilled and the initial delivery was provided free of charge
    • Only one exchange per item/order is permitted
    • Once an exchange item has been provided, we cannot process a second exchange for the same item

How to Return an Item

  1. Contact Us
    Email info@caldwelltoronto.com with:

    • Your order number

    • The reason for the return

  2. Receive Return Instructions
    We will email you a return authorization and detailed instructions.

  3. Prepare the Package
    Securely pack the item in its original packaging, including all components.

  4. Shipping Label

    • For defective, damaged, or incorrect items: we will provide a prepaid label

    • For change-of-mind returns: you will arrange and pay for return shipping

  5. Send the Package
    Drop off your parcel at the designated carrier location as instructed.

Refund Process

Inspection
Once your return arrives, we will inspect it to ensure it meets our return conditions.

Refund Timeline

  • Approved refunds are processed within 7 business days after inspection

  • Refunds are issued to the original payment method

  • Processing times may vary depending on your bank or payment provider

If you do not see the refund after this period, please contact your bank first.
If the issue persists, email info@caldwelltoronto.com, and we will assist you promptly.

Exchanges

Need a different size, color, or product?
Contact us at info@caldwelltoronto.com, and we’ll help you arrange an exchange quickly and smoothly.

Non-Returnable Items

For hygiene and safety reasons, certain items are not eligible for return, including but not limited to:

  • Underwear or intimate products that have been worn, washed, or removed from protective seals

Any non-returnable items will be clearly marked in the product description.

Questions?

Please visit our Frequently Asked Questions (FAQs) page or contact our support team — we’re happy to help.

Contact Us

Website name: Caldwell Toronto
Company name: XYLENEX LTD
Registration number: 16744594
Email: info@caldwelltoronto.com

We aim to respond to all emails within 1–2 business days.