Returns and Refund Policy
Last updated: October 16, 2026
At Whitmore Family Toronto, we want you to feel comfortable shopping with us.
This Returns and Refund Policy explains how returns, refunds and our 30-day money-back guarantee work.
This policy applies to purchases made through whitmorefamilytoronto.com.
30-day money-back guarantee
We offer a 30-day money-back guarantee.
If you are not satisfied with your order or something is not quite right, please contact us within 30 days of receiving your order.
To start a return request, email us at:
info@whitmorefamilytoronto.com
Please include:
- Your full name
- Your order number
- The email address used for the order
- The reason for the return
- Clear photos if the item is damaged, faulty or incorrect
- Any additional information that may help us review your request
Our team will review your request and provide you with the next steps.
Return approval
Please do not send any items back before contacting us.
All returns must first be approved by Whitmore Family Toronto by email.
If your return is approved, we will provide you with the return instructions and the correct return address.
In some cases, returns may need to be sent directly to our supplier or another designated return location, which may be located outside Canada, including in China.
Return shipping costs
For change-of-mind returns, size changes or items that are no longer wanted, the customer is responsible for the return shipping costs.
If the approved return address is located outside Canada, the customer is responsible for arranging and paying for shipping to the provided return address.
We recommend using a tracked shipping service.
Whitmore Family Toronto cannot confirm or complete a return until the returned parcel has been received at the designated return location.
Tracking required for returns
For an approved return, the customer must provide valid return tracking information.
A refund can be processed after the returned item has been received and the return has been reviewed and approved.
If a returned parcel is lost in transit and cannot be confirmed as delivered, we may be unable to process the refund.
Condition of returned items
To be eligible for a return, the item should be:
- Unworn
- Unwashed
- Unused
- In its original condition
- Returned with original tags and packaging where reasonably possible
Items that show signs of wear, washing, use, damage, perfume, stains, makeup marks or alterations may not be accepted.
Items that may not be eligible for return
Some items may not be eligible for change-of-mind returns, including:
- Gift cards
- Final sale items, where clearly stated
- Personal or hygiene-related items
- Items that have been worn, washed or used
- Items returned without prior approval
Nothing in this policy is intended to limit any rights you may have under applicable Canadian consumer protection laws.
Faulty, damaged or incorrect items
If your item arrives damaged, faulty or incorrect, please contact us as soon as possible at:
info@whitmorefamilytoronto.com
Please include your order number, a description of the issue and clear photos of the item and packaging.
We will review the issue and work with you to determine an appropriate solution.
Nothing in this policy excludes or limits any rights or remedies that may apply under Canadian consumer protection laws.
Consumer rights
Nothing in this policy is intended to limit any mandatory consumer rights that apply to your purchase under applicable federal or provincial Canadian law.
Where applicable law provides you with rights or remedies that cannot legally be excluded, those rights continue to apply.
Refund processing
Once your return has been received and approved, we will notify you by email.
If your refund is approved, it will be processed back to your original payment method.
Please allow additional time for your bank, card provider or payment provider to process and display the refund.
Exchanges
We may offer an exchange or another solution depending on the circumstances and product availability.
Please contact us at:
info@whitmorefamilytoronto.com
We will review your request and let you know what options are available.
Order cancellations
If you need to cancel your order, please contact us as soon as possible at:
info@whitmorefamilytoronto.com
If your order has not yet been processed or shipped, we will do our best to cancel it.
If your order has already been processed or shipped, cancellation may no longer be possible.
Contact us
For any questions regarding returns, refunds, exchanges or your order, please contact us at: