Return & Exchange
30 days goods returns
Your interest is protected by our “30 days guaranteed return policy”, we accept products sold by TmallCanada.com with not more than 30 days of receipt (based on the delivery record). Please contact us for returning information and kindly visit “Refund policy” section for more details.
We’re sorry, but we DO NOT ACCEPT returns of certain products, including:
- Any product that is returned more than 30 days after receipt.
- Any product that has been opened or used (taken out of its plastic wrap or box).
- Any product that is not in its original condition, is damaged, or is missing parts.
- Any book and accessories.
- Any discount, clearance or sales product that TmallCanada.com has already stated non-returnable.
- Any free gift product and samples.
- Any product that is purchased at TmallCanada retail stores.
- In the event of dispute, TmallCanada.com’s decision shall be final and conclusive.
All products are checked for quality before dispatch. Whilst we use our best efforts to ensure that the product is delivered to you in a perfect condition, the product may be damaged in the delivery process. Should this happen please return the damaged or wrong products by simply follow our Return Procedures.
We do offer exchanges only if you received a damaged, defective, or incorrect product. We will arrange to re-send the product in the same form of shipping method originally used for purchase without extra delivery charge. If you have returned a damaged, defective, or incorrect product o us, the return shipping fee will also be refunded to you.
Only in case the product was sold out, we’ll refund the value of product in the same form of payment originally used for purchase.
You can pack and send your return to us in just a few simple steps:
- Click Contact us and select “Online order > Return & Exchange” from the enquiry type.
- Provide us with your Order Number. Indicate returned products and the reason for your return in the input box area.
- Pack the returned products along with our acknowledgement email securely in a box that we can expedite your request.
- Send the returning items by mail to: 229 Spadina Avenue, Toronto, M5T 2E2
- All return shipping fee must be prepaid. We cannot accept COD returns.
Please note that before providing a refund for any returned product we will first verify its condition. AllNon-returnable items will neither receive refund nor return to you.
We regret that we do not refund original shipping and handling fees with the return. We can only refund the total value of products. And if your order was placed with a promotion code or free gift, you must return them together in order to have the refund. Otherwise, original price of the product will be deducted from the refund.
Refund time line
Refund will be issued to the same account holder and in the same form of payment originally used for purchase.
- Cheque: 4 to 6 weeks
- Credit card (except UPOP): 4 to 6 weeks
- Paypal: 2 to 3 weeks
• Administration fee will be charged for refund transaction by Telegraphic transfer and the administration fee is non-refundable.
• Cash refund is not available at present, for payment by using Direct Deposit, refund will be issued by cheque in Hong Kong dollar.
• TmallCanada.com will issue the refund amount in currency of Canadian dollars.
Occasionally orders are returned to us as incorrect address, a PO Box and hotel address, failed delivery attempts, refuse to pay tax/ refuse to provide ID copy/ unable to make import declarations or parcel refused by recipient.
When the delivery agent returns an undeliverable package to us, we issue a refund by deducting the original shipping fee, handling fee and 15% of the value of products as re-stocking fee. (In Hong Kong, for the return of undeliverable, re-stocking fee of HK$25 will be deducted from your refund.)
We can re-ship orders that are returned to us as undeliverable or unclaimed. However, customers will be charged US$6/ US$15/ US$18 or US$25* for resend shipping fee per parcel.
* Re-shipping fee is base on the original shipping method used for your purchase.