Return and Refund Policy
At Matthew and Emily Toronto, customer satisfaction is very important to us. However, we understand that there may be situations where you wish to return an item. This Return & Refund Policy explains the conditions and procedures clearly.
Return Conditions
To be eligible for a return, the following conditions must be met:
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Returns can only be requested after the item has been physically received by the customer.
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Return requests must be submitted within 30 days of receiving the order.
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All return shipping costs are the responsibility of the customer, including international shipping and customs fees.
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Items must be unused, unwashed, unworn, undamaged, and returned in their original condition, with all tags and labels still attached.
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Trying on an item is allowed; wearing it beyond fitting is not permitted.
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Orders placed in multiple sizes with the intention of returning part or all of the order are not accepted.
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We reserve the right to refuse returns that do not meet these conditions.
Return Process
To request a return, please follow these steps:
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Contact our customer support team at support@matthewandemilytoronto.com within 30 days of receiving your order.
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Once your return request is approved, you will receive the return address of our supplier, which may be located outside your country of residence.
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Ship the item back at your own expense, including any shipping, customs, or handling fees.
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We strongly recommend using a track & trace shipping method, as we cannot be held responsible for lost return shipments.
Refunds
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Once the returned item has arrived at the return address and has been inspected and approved, a refund will be processed.
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Refunds will be issued within 14 days after approval.
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The refund will be made using the original payment method used during checkout.
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Original shipping costs are non-refundable.
Liability & Responsibility
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Matthew and Emily Toronto is not responsible for lost or delayed packages once tracking confirms delivery to the address provided by the customer.
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If an incorrect shipping address is provided, the responsibility lies with the customer.
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Address changes or corrections must be requested within 24 hours after placing the order.
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We are not responsible for delays caused by customs, carriers, or circumstances beyond our control.
Contact Information
If you have any questions regarding returns or refunds, please contact us at:
Business Name: Matthew and Emily Toronto
Email: support@matthewandemilytoronto.com
Location: Toronto, Canada