Refund policy

Return Policy

Thank you for supporting our small business.

As we are a small business, we are unable to offer unconditional free returns. However, we are a responsible seller and your shopping experience is very important to us. We will never refuse reasonable after-sales service.

1. Quality Issues

If you receive an item with a quality defect, please contact us within 24 hours of delivery. The delivery time will be determined by the tracking information showing the time of signature/receipt.

Please email us at poiselabottawa@gmail.com and include:

  1. Your order number
  2. A description of the issue
  3. Clear photos of the area you believe to be defective

Once we receive your email, we will review your case promptly and do our best to provide assistance. This may include a repair guide, replacement, partial refund, or full refund, depending on the situation.

2. What Is Not Considered a Quality Issue

Please note: Some items may have a small number of loose threads, which is unavoidable due to the nature of textiles. It is a normal characteristic of the fabric. This is not considered a quality defect.

Each item will be carefully inspected before shipment to ensure that any loose threads are within an acceptable range — they are minimal and do not affect the overall appearance. However, we understand that what is considered “acceptable” may vary from person to person. If you find it completely unacceptable, please contact us within 24 hours of receiving your order. We will be happy to assist you.

3. Non-Returnable Situations

To ensure hygiene and fairness to all customers, we cannot accept returns if:

  • The 24-hour reporting window has passed
  • The item has been washed, worn, altered, or damaged due to improper use
  • The issue is due to personal preference regarding size, color, or style

We appreciate your understanding and support of our small business. If you have any questions, please don't hesitate to contact us by poiselabottawa@gmail.com.