Politique de remboursement
Returns & Refunds
We want you and your dog to be happy with what you ordered. If something isn't right, we'll make it right — and in most cases you won't have to post anything back to us.
Our 30-day guarantee
You have 30 days from the day your order arrives to contact us about a problem. Email contact@nomadecstore.com with your order number and, where relevant, a photo. We reply within 2 business days.
Why we don't ask for the item back
Our products ship directly from our international fulfilment partners rather than from a warehouse in Canada. Sending an item back would mean international postage that usually costs more than the product itself, paid by you, with weeks of transit and no guarantee it arrives.
So we don't do that. When we approve a refund or a replacement, you keep the item — pass it on, donate it, or bin it, whichever suits you. There is no return label to print and no address to post to. We would rather absorb the cost than have you spend money on postage.
Damaged, defective or wrong item
Email us within 7 days of delivery with a photo showing the problem. We'll send a free replacement or issue a full refund — your choice. Nothing to send back.
Wrong size, or not what you expected
Contact us within 30 days of delivery and tell us what went wrong. We'll offer you a replacement in the right size or a full refund. Nothing to send back.
Sizing matters most on the Cuban Link Dog Chain, which is not adjustable. If you're between two sizes, email us your dog's neck measurement before ordering and we'll tell you which to choose — it takes us a minute and saves you the hassle.
Refunds
Once we approve your request, the refund is issued to your original payment method within 5 to 10 business days. Depending on your bank or card issuer, it can take a few extra days to appear on your statement.
Cancelling an order
Orders can be cancelled free of charge as long as they haven't shipped yet. Email us as soon as possible and we'll do our best to catch it. Once a parcel has left our partner's facility we can no longer stop it, but the 30-day guarantee above still applies once it arrives.
What isn't covered
We can't refund items that have been damaged through misuse, altered, or used in a way the product wasn't designed for — for example attaching a leash to a decorative chain. We also can't process requests made more than 30 days after delivery.
Our guarantee is offered in good faith and we assume the same in return. We may decline repeated claims from the same customer where no evidence of a problem is provided.
If you'd still rather post something back
We don't operate a return depot, so we don't publish a return address. If you have a specific reason to send an item back, email us first and we'll tell you honestly whether it's possible for your order. Please never post anything to us before we've confirmed in writing — parcels sent without prior agreement can't be received or processed, and we can't refund postage you spend without asking us.
Your rights
Nothing in this policy limits or replaces the rights you have under the consumer protection legislation of your province or territory.
Questions
Email contact@nomadecstore.com and a real person will get back to you.