Refund policy

Last Updated: April 17, 2025

At Doyle’s Premium, based in Montreal, Quebec, Canada, we want you to love your beard care products. Our Refund Policy outlines how we handle returns, refunds, exchanges, and related matters for purchases made through our Shopify-powered website (https://doylespremium.com). This policy works alongside our Shipping Policy, Privacy Policy, and Terms of Service to ensure a transparent and fair experience.

If you have questions or need assistance, contact us at sales@doylespremium.com.

1. Eligibility for Returns and Refunds

We accept returns and offer refunds under the following conditions:

  • Timeframe: You may return products within 30 days of delivery, starting from the date you receive your order (as confirmed by tracking).
  • Condition: Products must be unused, unopened, and in their original packaging to ensure hygiene and resaleability. This applies to beard oils, aftershave, brushes, and other grooming items.
  • Proof of Purchase: You must provide your order number or receipt (emailed at purchase) to process a return.
  • Initiation: Contact us at sales@doylespremium.com to request a return authorization before shipping anything back. Unauthorized returns may not be accepted.

2. Return Process

To return a product:

  1. Contact Us: Email sales@doylespremium.com within 30 days of delivery, including your order number and reason for return (e.g., defective item).
  2. Authorization: We’ll respond within 2 business days with a return authorization and instructions, including a return address in Montreal.
  3. Pack and Ship:
    • Securely package the unused, unopened product in its original condition.
    • Include a copy of your order confirmation or a note with your order number.
    • Ship using a trackable carrier (e.g., Canada Post, USPS). We recommend retaining proof of shipment.
  4. Costs: Unless the return is due to our error (e.g., defective or incorrect item), you cover return shipping costs. Original shipping fees are non-refundable unless stated otherwise.
  5. Receipt: Once we receive and inspect the return (typically within 3-5 business days), we’ll notify you via email about approval or rejection (e.g., if opened/used).

3. Refund Process

  • Approval: If your return is approved, we’ll process a refund to your original payment method (e.g., credit card, PayPal) within 5-7 business days of receiving the item.
  • Timing: Refunds may take an additional 3-10 business days to appear, depending on your bank or payment provider.
  • Amount:
    • For eligible returns, we refund the product price (in CAD for Canada, USD for U.S., per your order).
    • Original shipping costs are refunded only for defective or incorrect items.
    • Taxes are refunded if applicable (e.g., GST/QST for Canadian orders).
  • Non-Refundable Items: Gift cards, opened/used products (due to hygiene), and custom orders are non-refundable unless defective.
  • Currency: Refunds match your order currency (CAD for Canada, USD for U.S., per our Shipping Policy).

4. Defective, Damaged, or Incorrect Items

If you receive a defective, damaged, or incorrect product:

  • Notification: Contact us within 7 days of delivery at sales@doylespremium.com with your order number, a description of the issue, and photos showing the problem (e.g., broken bottle, wrong item).
  • Resolution:
    • We’ll provide a replacement or full refund (including original and return shipping costs) at your choice.
    • For replacements, we’ll ship the new item within 1-2 business days of approving your claim, using the same shipping method as your original order (e.g., 5-10 days for U.S.).
  • Return: You may need to return the defective/incorrect item, and we’ll cover shipping costs with a prepaid label (where available) or reimburse you.
  • Warranty: Products carry a 30-day warranty against manufacturing defects (e.g., faulty brush bristles, leaking oil bottles). Normal wear or misuse (e.g., dropping a bottle) isn’t covered.

5. Exchanges

  • Availability: We offer exchanges for the same product (e.g., same oil scent) if defective or incorrect, subject to stock availability.
  • Process: Follow the defective/incorrect item process above. We don’t offer direct exchanges for change of mind due to hygiene concerns; instead, return the item for a refund and place a new order.
  • Costs: We cover shipping for defective/incorrect exchanges. For other exchanges (if permitted), you pay return and new shipping costs.

6. Non-Returnable Items

For hygiene and safety, the following are non-returnable/refundable unless defective or incorrect:

  • Opened or used products.
  • Gift cards or digital vouchers.
  • Custom or personalized orders (if offered).
  • Promotional items or free samples (unless defective).

7. Consumer Protections Under Quebec and Canadian Law

As a Montreal-based business, we comply with Quebec’s Consumer Protection Act and Canada’s PIPEDA:

  • Cancellation Rights: Per Quebec law, you may cancel an online purchase within 7 days of receiving your contract copy if the merchant’s offer lacks required details (e.g., our name, address, or total price). Contact us to exercise this right, and we’ll refund all payments within 15 days. You must return items in their received condition, and we’ll cover return shipping.

  • Chargeback Rights (Quebec Residents): If we don’t refund you within 15 days of a valid cancellation, you may request a chargeback from your credit card provider within 60 days of the cancellation. This is your right under Quebec's Consumer Protection Act.
  • Defective Goods: Quebec law requires merchants to honor warranties for defective goods. Our 30-day defect warranty meets this standard, and we’ll repair, replace, or refund as needed.

  • Transparency: Our policies are clear and accessible, per PIPEDA’s openness principle, ensuring you understand your rights.

8. International Returns

  • U.S. Customers: Follow the same 30-day return process. Refunds are in USD (product price only, unless defective). You cover return shipping to Montreal unless we’re at fault. Customs duties/taxes are non-refundable.
  • Other Countries: Returns are accepted per the same terms, subject to availability (see Shipping Policy). You’re responsible for return shipping and any customs fees unless the item is defective/incorrect.
  • Customs Issues: We’re not liable for items seized or delayed by customs. Refunds for such cases are considered on a case-by-case basis.

9. Exceptions and Special Cases

  • Promotions: Products bought during sales (e.g., Black Friday) are eligible for return/refund under the same terms, unless marked “final sale” at purchase.
  • Gift Purchases: Gift recipients can return items within 30 days (unused, unopened) for a refund to the original buyer’s payment method or store credit, at our discretion.
  • Bulk Orders: For large orders (e.g., wholesale, if offered), contact us for custom return terms, as standard policies may not apply.
  • Force Majeure: We’re not liable for delays in processing returns/refunds due to events beyond our control (e.g., postal strikes, natural disasters).

10. Your Responsibilities

  • Proper Return: Package items securely to prevent damage during return shipping. We’re not responsible for items lost or damaged in transit without tracking.
  • Timeliness: Initiate returns within 30 days and ship within 7 days of receiving authorization to ensure processing.
  • Allergies: Check product ingredients before purchase. We’re not liable for allergic reactions unless caused by a labeling error.

11. Shopify Platform

As a Shopify store, our checkout, payment, and subscription processes are powered by Shopify’s secure platform. Issues with Shopify’s systems (e.g., payment errors) are subject to their terms (https://www.shopify.com/legal/terms). We’ll assist in resolving such issues promptly.

12. Changes to This Policy

We may update this Refund Policy to reflect legal, Shopify, or business changes. Updates will be posted here, effective immediately unless stated. Significant changes will be communicated via email (to account holders) or a site notice. Check this page for the latest version.

13. Contact Us

For return requests, questions, or concerns:

We’re committed to making your Doyle’s Premium experience exceptional. Thank you for trusting us with your beard care needs!