Return Policy
At Andrew & Heather Vancouver, customer satisfaction is extremely important to us. However, we understand that there may be situations where you wish to return a product. This Return Policy outlines our conditions and procedures clearly and transparently.
Return Conditions
To be eligible for a return, the following conditions must be met:
- A return request can only be submitted after you have physically received the item
- Return shipping costs are entirely the responsibility of the customer, including any international shipping fees
- Items must be unused, unwashed, undamaged, and in their original condition, with all tags and labels still attached
- Trying on items is allowed, but items must not be worn beyond fitting purposes
- Orders placed in multiple sizes with the intention of returning part of the order are not permitted
We reserve the right to refuse returns that do not meet these conditions.
Return Process
To initiate a return, please follow these steps:
- Submit your return request by emailing info@andrewheathervancouver.com within 14 days of receiving your order
- Once your request is approved, you will receive the return address of our supplier (located in Asia)
- Ship the item back at your own expense, including any applicable shipping fees, customs duties, or import charges
- We strongly recommend using a tracked shipping method (Track & Trace), as we are not responsible for lost returns
Once your returned item has been received at the designated return address and inspected:
- If approved, your refund will be processed within 14 days
- Refunds will be issued via the original payment method used at checkout
Please note that shipping costs are non-refundable.
Liability
- We are not responsible for lost or missing packages if the tracking information confirms delivery to the address provided by the customer
- Customers are responsible for providing accurate shipping information at checkout
- Any errors in the shipping address must be reported within 24 hours of placing the order
Contact
If you have any questions regarding returns or need assistance, please contact us at: