Returns & Exchanges

At Lapphund Designs, your satisfaction matters. Our apparel and accessories are made‑to‑order through our production partner Printful, which allows us to reduce waste and environmental impact. Because every item is custom made when you order it, we handle returns and exchanges differently from mass‑produced retailers. This policy explains our guidelines, your rights and how to initiate a return or exchange.

1. Return & Exchange Eligibility

We accept returns or exchanges only for items that arrive defective or damaged. To be eligible, you must contact us within 14 days of receiving your order. We do not accept returns for buyer’s remorse, wrong sizes, or personalized items. Please verify your measurements before ordering, or reach out with sizing questions.

How to request a return

• Email us at lapphunddesigns@gmail.com within 14 days of delivery.
• Include your order number, a clear description of the defect or damage, and photographs showing the issue.
• We will respond with instructions on returning the item or receiving a replacement.

For defective or damaged items, we will cover return shipping costs. Please do not send any items back without first contacting us.

2. Non‑Returnable Items

Because our products are made to order, we are unable to accept returns or exchanges for:

• Change of mind (buyer’s remorse)
• Incorrect size selections
• Customized or personalized items

3. Refunds

After we receive and inspect your returned item, we’ll notify you via email of the approval or rejection of your refund. If approved, a credit will be applied to your original payment method. It may take 5–7 business days for your bank or credit card company to process the refund.

If a distance sales contract is cancelled because your item was not delivered within 30 days of the specified supply date (see Section 6), provincial law requires us to refund all amounts paid within 15 days.

4. Exchanges

We replace items only if they arrive defective or damaged. If you need an exchange for the same item, contact us at lapphunddesigns@gmail.com within 14 days. Once we confirm the defect, we’ll arrange a replacement at no additional cost.

5. Shipping & Returns Process

For approved returns or exchanges, we will provide you with the return shipping address and instructions. Returned items must be unused and in the same condition that you received them. To ensure the package reaches us, use a trackable shipping service or purchase shipping insurance. We cannot guarantee that we will receive your returned item without a tracking number.

If your return relates to a cancelled distance sales contract under BC law (non‑delivery), you must return goods within 15 days of cancelling and they must be unused and in their original condition. We are responsible for the reasonable cost of returning the goods in this scenario.

6. Cancellation Rights for Non‑Delivery

Under the British Columbia Business Practices and Consumer Protection Act, you may cancel a distance sales contract if the supplier fails to deliver goods within 30 days of the supply date or, if no supply date is specified, within 30 days of the purchase date. To cancel, send us a written notice (email is acceptable) stating your intention to cancel and the reason (non‑delivery). Upon cancellation:

• We must refund all money paid under the contract within 15 days.
• You must return any goods received, unused and in the same condition, within 15 days.
• We are responsible for the reasonable cost of returning the goods.
• Any related consumer transactions (e.g., financing agreements) are also cancelled.

These statutory rights apply regardless of our standard return policy. If you believe you qualify for cancellation under this law, please contact us immediately with your order details.

7. Changes to This Policy

We may update this Returns & Exchanges policy to reflect changes to our practices or legal obligations. We will post the revised policy on this page and update the “Effective Date” above. Your continued use of our website after any changes indicates acceptance of the revised policy.

Have questions about a specific order or your eligibility for a return? We’re here to help — reach out any time at lapphunddesigns@gmail.com. We aim to resolve issues promptly and ensure you enjoy your Lapphund Designs purchase.