Returns & Exchange Policy

RETURN POLICY

If you aren’t happy with your purchase, returns can be made within 60 days of the date of purchase. With the exception of products marked “Final Sale,” all our products can be returned for refund and/or exchange. Returns must be made by mail: at this time, we cannot accept in-person returns. 

 

DAMAGED AND/OR DEFECTIVE PRODUCTS

If you receive an item that is damaged and/or defective, we would be happy to exchange your product at no additional cost to you. Please read our return instructions below, or contact us at service@bernardandkitty.com for further details.

 

RETURN INSTRUCTIONS

In order to make sure that your return is processed correctly and quickly, please review the following instructions:

1. Request a Return Merchandise Authorization (RMA) number. To do this, you can contact us through email (service@bernardandkitty.com). Indicate your order number (you can find it on your confirmation email or in your account history) and the reason why you would like to return the item. We will provide you a Return Merchandise Authorization as soon as your request is approved.
2. After obtaining the RMA, have your item(s) shipped to the following address:

            Bernard and Kitty
            Returns & Exchanges
            2967 Dundas Street West, Suite 280
            Toronto, ON  M6P 1Z2

3. When sending returns, make sure you include your name, full address, phone number, email address, order number and RMA. 

Returned items must be in its original unopened packaging. 

REFUND

Credit for returned items will be given within 5 days after we receive the item. We issue the refund in the same form of payment originally used for the purchase (i.e. credit card, debit card, PayPal).

 

EXCHANGE

For any request for item exchanges, contact us through email (service@bernardandkitty.com).

Indicate the following details:

1. The reason why you need an exchange like “received the wrong item” or “received a damaged item.”
2. Send us an image or a picture of what you received.
3. Provide your name, order number and the item that you ordered.

Once we receive all this information and determine that an exchange is warranted, we will contact you about the process of how you can send the item back to us for an exchange.

 

CANCELLATIONS

You can cancel an order on the same day that you placed it, as long as the order has not yet been processed for shipping. Orders that have already shipped will require you to wait for delivery before you can go through the process of requesting a Return Merchandise Authorization number.

You can request a cancellation through email (service@bernardandkitty.com).