At Toboggan Factory, we strive to provide our customers with top-quality products and an exceptional shopping experience. We understand that sometimes you may need to return an item, and we're here to assist you. Please review our return policy below for guidance on the return process:

1. Eligibility for Returns:
   Returns are accepted within 30 days from the date you receive the item. To be eligible for a return, the item must be in it's original condition, and undamaged with all accessories included. We may still accept returns in specific situations where the item is no longer in it's original condition, if you need to make modifications please contact us before any modifications are made.
2. Exceptions:
   We do not accept returns for the following items:
   • Personalized or customized items unless they are defective or an error on our part.
   • Items marked as "Final Sale."
   • Items modified without our prior agreement.
3. Return Process:
   To initiate a return, please follow these steps:
   • Contact us at help@tbggn.com to request a Return Authorization (RA) number.
   • Clearly write the RA number on the outside of the package you are returning.
   • Ship the item to the address provided with the RA number.
4. Return Shipping:
   Items will need to be returned to our address in Canada. The cost of shipping for returns or exchanges is the responsibility of the buyer unless the return is due to an error on our part (e.g., wrong item shipped, damaged item). We recommend using a trackable shipping method and insuring the package to ensure its safe return to us.
5. Refund or Exchange:
   Once we receive and inspect your returned item, we will process your refund or exchange as follows:
   • Refunds: We will issue a refund to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card company to process the refund.
   • Exchanges: If you requested an exchange, we will ship the replacement item to you once we receive the returned item.
6. Damaged or Defective Items:
   If you receive a damaged or defective item, please contact us within 7 days of receiving the item to arrange for a return or replacement at no additional cost.
7. Contact Information:
   If you have any questions or need further assistance with your return, please contact our customer support team at help@tbggn.com. By shopping with us, you agree to abide by this return policy. We appreciate your business and are committed to providing a seamless return experience for our valued customers.

This policy is effective starting September 1, 2023. Please note that this return policy is subject to change without prior notice, so we recommend reviewing it before making any future purchases.