ELEANOR OTTAWA OTTAWA · SINCE 1995

RETURN AND REFUND POLICY

Last Updated: May 2026

This Return and Refund Policy describes the terms under which Eleanor Ottawa accepts return, exchange, and refund requests. By making a purchase on our website eleanor-ottawa.com, you agree to the terms below.

For questions about an order, please contact our customer service team at: info@eleanor-ottawa.com

RIGHT OF WITHDRAWAL

In accordance with applicable Canadian consumer protection standards, you have the right to withdraw from your purchase within 14 days of receiving the item, without providing a reason.

To exercise your right of withdrawal, you must inform us of your decision to withdraw from the contract through a clear statement (for example, a letter sent by mail or an email) to the following address: info@eleanor-ottawa.com

The notice must include the following information:

The order number The purchaser's first and last name The email address used at the time of purchase A description of the product being returned The reason for the return (optional)

RETURN CONDITIONS

To be eligible for a return, the product must meet the following conditions:

The product must be in the same condition in which it was received — unused or unworn, with all tags attached and in its original packaging. The product must be returned within 14 days of receipt. You must provide proof of purchase or a receipt. The product must not be damaged or altered.

To start a return, please contact us at info@eleanor-ottawa.com. If your return is accepted, we will send you instructions on how and where to send the package. Items sent back without a prior return request will not be accepted.

NON-RETURNABLE ITEMS

Certain types of items cannot be returned, including:

Sale or clearance items marked as "final sale" Gift cards Personalized or custom-made products Underwear, swimwear, and personal hygiene items, for hygiene reasons Products with broken or opened seals, where the nature of the product does not allow for returns

DAMAGES AND ISSUES

Please inspect your order upon receipt and contact us immediately if an item is defective or damaged, or if you received the wrong item, so we can evaluate the issue and make it right.

In the case of a defective or damaged-in-transit product, a refund or replacement is provided to the customer at no cost.

To assist with a damage claim, please provide the following:

Clear photos of the product and the damage Photos of the packaging (if damaged) The order number A detailed description of the issue

PRODUCT EXCHANGES

The fastest way to ensure you get the product you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.

If you would like to exchange an item for a different size or colour, please contact us at info@eleanor-ottawa.com with your order number and the item you would like instead. Exchanges are subject to product availability.

REFUND PROCESS

Once we receive and inspect your return, we will let you know whether the refund has been approved. If approved, you will be automatically refunded to your original payment method within 10 business days.

Please keep in mind that it may take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at info@eleanor-ottawa.com.

RETURN SHIPPING COSTS

Return shipping costs are the responsibility of the customer, except in the following cases:

Defective or damaged product Order error (wrong item shipped) Product does not match its description

In these cases, we will cover the return shipping cost and provide a free Canada Post shipping label or reimburse the cost incurred.

We recommend using a trackable Canada Post shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

ORDER CANCELLATION

You may cancel your order within 24 hours of purchase, provided it has not yet shipped. To request a cancellation, please contact us immediately at info@eleanor-ottawa.com with your order number.

Once an order has shipped, it can no longer be cancelled. However, you may begin the standard return process once you have received the product.

CONTACT AND SUPPORT

For questions about refunds, returns, or exchanges, please contact us through the following channels:

Website: http://eleanor-ottawa.com/ Email: info@eleanor-ottawa.com Store: Eleanor Ottawa Operated by: CAVALEIRUS LLC

Our customer service team responds within 24–48 business hours.

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