Refund policy

We have a 21-day return policy, which means you have 21 days after receiving your item to request a return.

Returns are accepted for store credit or a refund only. To be eligible for a return, your item must be unused and in new condition, with tags attached and in its original packaging. You’ll also need the receipt or proof of purchase. Returns that are damaged in any way, that are without or with broken tags or packaging will not be processed and will not be returned to sender.

To start a return, you can contact us at support@localracines.ca. Your email should include:

  • your order number
  • name of the item you would like to return

 

Return shipping

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Delivery charges are non-refundable and we are not responsible for return delivery charges.

You can always contact us for any return questions at support@localracines.ca.

 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at support@localracines.ca.

 

Exchanges

RACINES will only replace items if they were damaged during delivery or if they are defective. Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and make it right.

Your exchange request must be received within 48 hours of delivery by sending an email to support@localracines.ca. Your email should include:

  • your order number
  • name of the defective or damaged item
  • description of the issue
  • photograph of the item showing the issue

 

Exceptions / non-returnable items

Certain types of items cannot be returned, like custom products (such as special orders or personalized items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items, promotions or gift cards.