Last Updated: July 22, 2026

At CharmLoom.store, we want every order to feel like a small moment of joy. We carefully select our keychains, plush charms, bag pendants, decorative accessories, collectibles, and giftable pieces with attention to quality, character, and everyday usefulness.

We understand that an item may occasionally arrive damaged, differ from what you expected, or simply not feel right once you receive it. This Return & Refund Policy explains how returns, exchanges, cancellations, damaged-item claims, and refunds are handled.

This policy is intended for use with a Shopify store and does not limit any mandatory consumer rights available under applicable law. Shopify allows merchants to publish return and refund terms through the Policies section of the Shopify administration panel. Certain statutory cancellation and refund rights may also apply to eligible online purchases in Québec.

By purchasing from CharmLoom.store, you acknowledge that you have read and accepted this Return & Refund Policy.

1. Our 30-Day Return Promise

We offer a 30-day return period on eligible products.

You may request a return within 30 calendar days from the date your order is marked as delivered by the shipping carrier. Requests submitted after the 30-day period may not be accepted unless required by applicable consumer law.

To qualify for a standard return, the item must be:

Unused, unworn, and unwashed

In the same condition in which it was received

Free from stains, odours, scratches, pet hair, alterations, or other signs of use

Returned with its original accessories, labels, protective coverings, and packaging where reasonably possible

Accompanied by valid proof of purchase from CharmLoom.store

We recommend checking your products as soon as they arrive. Early inspection makes it easier for us to resolve missing-item, incorrect-product, and damage claims promptly.

2. How to Request a Return

Before returning any item, contact our customer care team at:

Email: support@CharmLoom.store
Phone: (416) 398-1383

Please include the following information in your message:

Your full name

Your order number

The email address used to place the order

The name of the product you wish to return

The reason for the return

Clear photographs if the product is damaged, defective, incomplete, or incorrect

Our team will review your request and provide return instructions when the return is approved.

Please do not send a product back without first contacting us. Products returned without authorization may be delayed, refused, or sent back to the customer because we may be unable to identify the order or process the return correctly.

Returns must be sent only to the address provided in our return authorization instructions. The return location may differ from our public business contact address depending on the product, fulfilment location, and customer’s country.

3. Free Return Shipping

Approved eligible returns qualify for free return shipping.

Where supported by the carrier and destination, we may provide a prepaid return shipping label. In locations where prepaid labels are unavailable, we may provide alternative instructions or reimburse reasonable standard return shipping costs after receiving valid postage documentation.

Customers must follow the shipping method and return instructions supplied by our support team. Express shipping, premium courier services, insurance upgrades, or other optional costs selected without our prior approval may not be reimbursed.

Free return shipping does not apply when:

A product is returned without authorization

The customer uses a different carrier or shipping method without approval

The customer provides an incorrect or incomplete return address

The parcel contains items not purchased from CharmLoom.store

The product is returned outside the approved return period

The return is fraudulent, abusive, or inconsistent with this policy

The customer refuses delivery without first contacting us, except where permitted by law

Please keep your return receipt and tracking information until your refund has been completed.

4. Return Packaging and Customer Responsibility

Customers are responsible for packaging returned products securely.

Whenever possible, use the original protective packaging. If the original packaging is unavailable, use a suitable box or padded mailer that protects the product from moisture, crushing, scratches, and movement during transportation.

CharmLoom.store is not responsible for return parcels that are lost because the customer used an untracked shipping service contrary to our instructions. We may also reduce or refuse a refund if a returned product is damaged because it was packed carelessly or shipped in a manner inconsistent with the return instructions.

Do not attach shipping labels directly to collectible boxes, branded packaging, gift boxes, product cards, or other packaging that forms part of the product. Place the complete product inside a separate shipping container.

5. Inspection of Returned Products

After a returned parcel arrives, our team will inspect the product to confirm that it meets the eligibility requirements.

The inspection may include checking:

The condition of the product

Whether all components were returned

Whether the product matches the original order

Whether the item shows signs of use, damage, alteration, or contamination

Whether the correct quantity was returned

Whether the return was submitted within the approved period

We will notify you when the return has been received and inspected. Please allow approximately 3 to 7 business days for inspection after tracking confirms delivery to the return facility.

Approval of a return request does not automatically guarantee a full refund. Final refund eligibility is determined after inspection, subject to applicable law.

6. Refund Processing

Once your return is approved after inspection, the eligible refund will be issued to the original payment method used at checkout.

Refunds may include:

The purchase price of the approved returned product

Applicable taxes associated with the refunded product

Original standard shipping charges when required by law or expressly confirmed by our support team

Approved return shipping costs where a prepaid label was unavailable

Although we offer free worldwide standard shipping, optional charges paid for express shipping, priority handling, upgraded delivery, gift wrapping, or other premium services are generally non-refundable once those services have been provided.

After we issue a refund, the payment provider or financial institution may require additional time to post the funds to your account. Processing times vary depending on your bank, card issuer, digital wallet, currency, and country.

Most refunds appear within approximately 5 to 10 business days after they are issued, but some payment providers may take longer. We do not control the internal processing schedule of banks or payment processors.

If more than 15 business days have passed since we confirmed that your refund was issued, contact us at support@CharmLoom.store.

7. Damaged or Defective Products

Please inspect your package promptly after delivery.

Contact us as soon as possible if your product:

Arrives broken, torn, cracked, or otherwise damaged

Contains a manufacturing defect

Has missing pieces or components

Does not function as reasonably expected

Differs materially from the item ordered

Please send your order number and clear photographs showing:

The entire product

The damaged or defective area

The shipping package

The shipping label

Any visible damage to the outer parcel

Depending on the circumstances, we may offer:

A replacement

A refund

A partial refund

Store credit, with your consent

A replacement component where appropriate

We may not require the return of an inexpensive damaged item when photographs provide sufficient evidence. However, do not discard the item or packaging until our team confirms that it is no longer required.

Damage caused by misuse, accidents, improper care, unauthorized modifications, normal wear, or failure to follow product instructions is not considered a manufacturing defect.

8. Incorrect Products and Missing Items

Contact us promptly if you receive the wrong item, colour, design, size, style, or quantity.

Please provide photographs of the item received and the packaging label. After verifying the issue, we may arrange a replacement, provide a refund, or offer another appropriate solution.

If your order contains multiple products, they may occasionally arrive in separate parcels. Before reporting an item as missing, review your shipping confirmation to determine whether another tracking number was provided.

A product is not considered missing merely because another item from the same order arrived first.

9. Products That Appear Different from Website Images

We make reasonable efforts to display product colours, proportions, textures, and details accurately. However, colours may appear slightly different depending on screen settings, lighting, photography, manufacturing batches, and material variations.

Minor differences that do not affect the product’s essential function or overall design are generally not considered defects. Handmade-style items, plush products, printed acrylic pieces, and decorative accessories may contain small variations between units.

You may still request a standard return within the 30-day return period if the product is eligible and you are not satisfied with it.

10. Exchanges

We may offer exchanges for eligible products, depending on availability.

To request an exchange, contact support@CharmLoom.store within 30 days after delivery. Tell us which item you received and which available product or variation you would prefer.

The fastest way to obtain another product may be to return the original item for a refund and place a new order separately. This prevents the requested replacement from selling out while the original return is in transit.

Exchange products are subject to stock availability. We cannot reserve an item indefinitely or guarantee that a particular design will remain available.

When an approved exchange involves a price difference:

If the replacement costs more, the customer must pay the difference before it is shipped.

If the replacement costs less, the eligible difference will be refunded to the original payment method.

Only one free exchange shipment may be offered per product unless the replacement itself arrives damaged, defective, or incorrect.

11. Non-Returnable Products

Unless required by applicable law, the following items may not be eligible for return:

Gift cards

Digital products or downloadable content after access or delivery

Personalized, engraved, custom-made, or made-to-order items

Products clearly marked as final sale before purchase

Items returned in a used, altered, washed, or damaged condition

Products missing essential parts or accessories

Items contaminated by cosmetics, smoke, perfume, food, moisture, or other substances

Products not purchased from CharmLoom.store

For hygiene and safety reasons, certain wearable or personal-use accessories may be non-returnable after their protective seal has been removed, where permitted by law. Any such restriction will be stated on the relevant product page when applicable.

A discounted product is not automatically final sale. Sale items remain eligible for return unless the product page clearly states otherwise.

12. Order Cancellations

We begin processing orders soon after they are placed.

You may request cancellation by contacting support@CharmLoom.store as quickly as possible. Include your order number and use a subject line such as Order Cancellation Request.

We will make reasonable efforts to cancel the order, but cancellation cannot be guaranteed once the order has entered fulfilment or has been shipped.

If cancellation is successful, the payment will be refunded to the original payment method.

If the order has already shipped, wait for delivery and then request a return under this policy. Do not refuse the parcel unless our support team instructs you to do so.

Nothing in this section limits any statutory cancellation right that applies to the transaction.

13. Address Changes

Customers must provide an accurate and complete delivery address at checkout.

Contact us immediately if you notice an address error. We may be able to update the address before fulfilment begins, but changes cannot be guaranteed once an order has been processed or transferred to the carrier.

If an order is returned because the customer supplied an incorrect or incomplete address, we may offer reshipment or a refund after the parcel is returned and inspected.

Additional costs caused by an incorrect address may be deducted where legally permitted, unless the error was caused by CharmLoom.store.

14. Packages Marked Delivered but Not Received

If tracking shows that your parcel was delivered but you cannot locate it:

Check around the delivery location

Ask household members, neighbours, reception staff, or building management

Review any delivery photograph or carrier notice

Allow one additional business day, as some carriers scan parcels shortly before final delivery

Contact the carrier using the tracking number

If the parcel remains missing, contact support@CharmLoom.store. We will review the circumstances and may assist with a carrier investigation.

Refunds or replacements for packages marked delivered are assessed individually and may require written confirmation, identity verification, a carrier claim, or other reasonable evidence.

15. Lost or Delayed Returns

Use the approved tracked return service and retain your shipping receipt.

A refund cannot normally be completed until the return is received or reliable evidence establishes that the parcel was properly sent and lost in transit.

When we provide a prepaid label, we will assist with an eligible carrier claim. When a customer independently uses an unauthorized shipping service, the customer may be responsible for resolving loss or damage directly with that carrier.

16. Partial Refunds

Where permitted by law, a partial refund may be issued when:

A returned product shows avoidable signs of use

Parts, accessories, or original components are missing

The product has been damaged after delivery

The item was returned in unsuitable packaging

A bundled purchase is returned incomplete

A promotional condition is no longer satisfied after a partial return

Any deduction will be reasonable and based on the reduction in the product’s value. We will explain the reason for a partial refund before or when it is issued.

17. Bundles, Gifts and Promotional Offers

When returning a product purchased as part of a bundle, set, multi-buy offer, or gift promotion, all related products may need to be returned to receive a full refund.

If you keep part of a discounted bundle, the refund may be recalculated based on the regular or adjusted price of the retained products.

A free promotional gift must be returned when the qualifying purchase is fully refunded. If the gift is not returned, its advertised value may be deducted from the refund where legally permitted.

18. Suspected Fraud or Abuse

We reserve the right to investigate and, where legally permitted, reject returns associated with:

False damage claims

Altered photographs or documents

Returning a different product

Returning an empty package

Repeated excessive return activity

Misuse of promotional offers

Chargeback abuse

Purchases intended primarily for temporary use and return

This provision does not affect legitimate consumer complaints or lawful rights.

19. Chargebacks and Payment Disputes

We encourage customers to contact us before submitting a chargeback or payment dispute. Our support team will make reasonable efforts to resolve order, delivery, product, and refund concerns directly.

Filing a chargeback while an approved refund is already processing may delay resolution. We may provide relevant order records, tracking details, communications, and refund documentation to the payment provider when responding to a dispute.

20. Consumer Rights

This policy provides contractual return options in addition to rights that may be available under applicable consumer protection laws.

Nothing in this policy excludes, restricts, or replaces a mandatory legal warranty, remedy, cancellation right, refund entitlement, or other consumer protection that cannot legally be waived.

Where this policy conflicts with a mandatory legal requirement, the mandatory legal requirement will apply.

21. Changes to This Policy

We may update this Return & Refund Policy to reflect changes to our products, fulfilment procedures, business operations, payment methods, Shopify features, or legal obligations.

The version displayed on CharmLoom.store at the time of purchase will generally apply to that order, except where a later change is required by law or provides the customer with more favourable rights.

The “Last Updated” date at the top indicates when this policy was most recently revised.

22. Contact Us

For return requests, refund questions, damaged-product claims, exchanges, or order concerns, contact:

CharmLoom.store
1485 Rue Ottawa
Montréal, Québec H3C 0V6
Canada

Email: support@CharmLoom.store
Phone: (416) 398-1383

Please include your order number whenever possible so our customer care team can assist you efficiently.

This policy is a general store-policy template and should be reviewed by a qualified legal professional before publication, particularly when selling to customers in multiple countries.