Refund policy
RETURNS & REFUND POLICY
Last updated: 16 September 2026
At The Clog Store CA, we aim to provide every customer with a comfortable, straightforward, and reliable shopping experience. If you are not satisfied with your purchase, you may request a return in accordance with the terms set out below.
This Returns & Refund Policy is provided in addition to any rights and remedies available under applicable Canadian federal, provincial, or territorial consumer protection laws. Nothing in this policy is intended to restrict, exclude, or replace any consumer right that cannot lawfully be limited or excluded.
1. RETURN WINDOW
You may submit a return request within 30 days from the date your order is delivered.
Before sending any product back, you must contact our customer support team so that we can review your request and provide the appropriate return instructions and return destination.
Please do not send a return to any address displayed on our website unless our customer support team has specifically instructed you to use that address.
To request a return, contact:
Email: support@theclogstorecanada.shop
Phone: +1 206 984 4601
Please include your order number and the reason for your return request.
2. RETURN ELIGIBILITY
To qualify for a return under our voluntary 30-day return policy:
• The item must be unused, unworn, and undamaged.
• The item must be returned in its original packaging, including the shoe box or protective packaging where applicable.
• All original tags, labels, accessories, and other items supplied with the product must be included.
• You must contact The Clog Store CA before returning the product.
• Your return request must be submitted within 30 days of delivery.
We reserve the right to decline a return under our voluntary return policy where the returned product does not satisfy these conditions.
These requirements do not affect any rights or remedies you may have under applicable Canadian consumer protection law in relation to defective, incorrect, misrepresented, or otherwise legally non-conforming goods.
3. NON-RETURNABLE ITEMS
Under our voluntary return policy, we generally do not accept returns of:
• Final-sale or clearance products that were clearly identified as such before purchase;
• Customized or personalized products;
• Products showing clear signs of wear, use, alteration, or customer-caused damage;
• Products returned without their original packaging, accessories, or included components where their absence materially affects the condition or value of the product.
These exclusions do not apply where applicable law requires us to accept a return, issue a refund, or provide another remedy.
4. RETURN SHIPPING COSTS
For eligible returns approved under our voluntary return policy and completed according to the return instructions provided by us, The Clog Store CA will cover the return shipping cost.
Our customer support team will provide instructions regarding the appropriate return method and return destination.
Where a tracked return service is provided or requested, customers should retain their return receipt and tracking information until the return has been fully processed.
Products must not be independently returned to any of our business, supplier, or fulfillment locations without prior authorization.
5. REFUND PROCESS
Once your returned product has been received and inspected, we will notify you by email regarding the status of your return.
If the return is approved, the refund will be issued to your original payment method, generally within 5–7 business days following approval.
After the refund has been issued by us, your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account.
Original shipping charges, if any, are generally non-refundable for voluntary returns unless otherwise required by applicable law or where the return results from an error on our part, including where an incorrect, defective, or damaged product was supplied.
6. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
If your order arrives damaged or defective, or if you receive a product different from the one you ordered, please contact us as soon as reasonably possible.
For faster assistance and investigation, we recommend contacting us within 48 hours of delivery.
Please provide:
• Your order number;
• A description of the issue;
• Clear photographs of the product; and
• Photographs of the packaging where relevant.
After reviewing the circumstances, we may provide an appropriate remedy, which may include a replacement, refund, or another remedy available under applicable law.
The 48-hour recommendation is intended to help us investigate shipping and fulfillment issues promptly. It does not restrict or replace any statutory rights or remedies available to you under applicable Canadian law.
7. EXCHANGES
The Clog Store CA currently does not offer direct exchanges.
If you would like a different size, colour, or style, you may request an eligible return and place a new order for the desired product.
This does not affect any remedy that may be required under applicable consumer protection law.
8. ORDER CANCELLATIONS AND STATUTORY RIGHTS
Orders are automatically processed after they are submitted. Because of this automated processing system, orders cannot be cancelled once placed.
Customers may nevertheless have additional cancellation, refund, or other statutory rights under applicable Canadian provincial or territorial consumer protection legislation, including in certain circumstances involving required disclosures, internet agreements, misrepresentation, or delayed delivery.
Where applicable law provides rights or remedies that are more favourable than the terms of this policy, the applicable legal requirement will prevail.
9. BUSINESS, FULFILLMENT AND RETURN LOCATIONS
The Clog Store CA operates through an international fulfillment network.
We have a physical operation in the United Kingdom and dispatch products directly from there. We also operate through our fulfillment location in Canada and work with suppliers in China, who may dispatch products directly to our customers.
Depending on product availability, inventory location, destination, logistics, carrier availability, and operational requirements, an order may therefore be dispatched from our physical operation in the United Kingdom, from our Canada fulfillment location, or directly from our suppliers and fulfillment partners in China.
Our current business and fulfillment locations include:
UNITED KINGDOM PHYSICAL OPERATION / BUSINESS ADDRESS
71-75 Shelton Street
Covent Garden
London
WC2H 9JQ
United Kingdom
CANADA FULFILLMENT LOCATION
207 Weston Rd Ste 100
Toronto, ON M6N 3P1
Canada
CHINA FULFILLMENT LOCATION
Hangzhou Hengxin Technology Co., Ltd.
Building 1, No. 956, Dangwan Town
Xiaoshan District, Hangzhou
Zhejiang 310000
China
These locations serve business, operational, supplier, and/or fulfillment purposes as described above and are not automatically designated return addresses.
Customers must contact us before returning any product. The appropriate return destination may depend on the product, order, fulfillment origin, and circumstances of the return.
Sending a product to one of these locations without prior return authorization may delay the processing of your return or refund.
10. CONTACT INFORMATION
The Clog Store CA
Business Number (BN): 125129320
Email: support@theclogstorecanada.shop
Phone: +1 206 984 4601
Website: theclogstorecanada.shop
Business Address:
71-75 Shelton Street
Covent Garden
London
WC2H 9JQ
United Kingdom
11. CANADIAN CONSUMER RIGHTS
Nothing in this Returns & Refund Policy is intended to waive, restrict, or exclude any mandatory consumer right or statutory remedy available under applicable Canadian federal, provincial, or territorial law.
If any provision of this policy conflicts with a mandatory consumer protection requirement applicable to your purchase, the applicable mandatory legal requirement will prevail.