Returns & Refunds
Return & Refund Policy
Returns
Our return policy is valid for 30 days from the date of purchase. If more than 30 days have passed, unfortunately, we cannot offer a refund or exchange.
To qualify for a return, the item must:
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Be unused and in the same condition as when received.
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Be in its original packaging.
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Include a receipt or proof of purchase.
Please refrain from sending your purchase back to the manufacturer.
Partial Refunds
Partial refunds may be granted in the following situations:
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Items not in their original condition, damaged, or missing parts due to reasons not caused by us.
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Items returned more than 30 days after delivery.
Refund Process
Once we receive and inspect your return, we will notify you by email regarding the approval or rejection of your refund. If approved, your refund will be processed and automatically credited to your original payment method within a few business days.
Late or Missing Refunds
If you have not received your refund:
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Check your bank account.
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Contact your credit card company (refunds may take some time to post).
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Contact your bank, as there may be a processing delay.
If you've completed these steps and still have not received your refund, please contact us at info@verticalshop.ca.
Sale Items
Only regular-priced items are eligible for refunds. Sale items are not refundable.
Exchanges
We only replace items if they are defective or damaged. To request an exchange for the same item, please email us at info@verticalshop.ca with detailed information and pictures. We will respond promptly to assist you.
Gifts
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If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return.
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If the item was not marked as a gift or was shipped to the gift giver, the refund will be processed to the gift giver’s original payment method.
Shipping
To return your item, please send it to our mailing address:
Vertical Shop
250 - 997 Seymour Street
Vancouver, BC, V6B 3M1
Return shipping costs are the responsibility of the customer and are non-refundable. If you receive a refund, the return shipping cost will be deducted from your total refund amount. For items over $100, we recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of your returned item.