Refund policy

At Jackler, we are committed to ensuring you are happy with your purchase. If you're not completely satisfied, we offer straightforward options for cancellations, returns, and refunds.

Cancellation Policy

If you wish to cancel an order, please email us at support@jackler.ca as soon as possible. As long as your order has not yet been fulfilled, we can cancel it for you without any issue.

Return Policy

We offer a flexible 30-day return policy, which means you have 30 days after receiving your item to request a return.

Return Eligibility: To be eligible for a return, your item must meet the following criteria:

  • It must be in the same condition you received it—unworn or unused, with tags, and in its original packaging.

  • You must provide the receipt or proof of purchase.

  • Items that have been briefly tried on for sizing are acceptable, but garments used for extended periods cannot be returned.

Return Process:

  1. To initiate a return, please visit our online portal and log in to your account: https://account.jackler.ca

  2. From your account page, select the order you wish to return and follow the on-screen instructions.

  3. Once your request is approved, we will provide you with instructions on how and where to send your package.

Please note: Items sent back to us without first requesting a return through the portal will not be accepted.

Shipping, Customs, and Duties

Return Shipping Costs: Customers are responsible for all return shipping costs.

A Note for International Customers: Our office is located in Canada. When returning an item from another country, your shipment may be subject to Canadian import duties and taxes. We recommend using a carrier that allows you to prepay these fees to ensure a smooth and predictable return process. You can often estimate these potential costs using online tools provided by major couriers.

Handling of Unpaid Customs Fees: To ensure we can accept and process your return, please be aware that packages arriving with outstanding customs fees cannot be accepted by our facility and will likely be returned to the sender by the carrier. Jackler is not responsible for packages that are returned to the sender under these circumstances.

If Jackler Incurs Duties on a Return: In some cases, a returned item may arrive with duties or tariffs payable on our end. To receive the package, we will pay these fees.

  • We will then contact you to arrange for reimbursement of these fees before your refund or exchange can be completed.

  • Alternatively, we reserve the right to deduct the total customs/duty amount from your refund.

  • If the duty cost exceeds the refund amount, you will be required to pay the balance before we can proceed.

Damages and Misprints

Please inspect your order as soon as it arrives. If the item is defective, damaged, or if you received the wrong item, notify us immediately so we can evaluate the issue and make it right.

For damage and misprint claims, please provide a clear photo of the issue in good lighting, as well as a photo of the full garment. This helps us resolve things faster.

Important: Claims for misprints or damage must be submitted within 28 days (4 weeks) of delivery to be eligible for a full refund or replacement.

Lost in Transit

If your order is lost in transit on its way to you, we will work with the courier to investigate and will provide you with timely updates. In most cases, we will fully reimburse you for an item confirmed to be lost by the carrier. This policy does not apply to returns being sent back to us by a customer.

Exceptions / Non-Returnable Items

Certain items cannot be returned, including:

  • Perishable goods

  • Custom products (these are final sale)

  • Personal care items

  • Hazardous materials, flammable liquids, or gases

  • Any other items marked as "Final Sale" in the product description

Refund Process

Once we receive and inspect your return, we will notify you of its approval status. If approved, your refund will be processed within 3-5 business days and automatically applied to your original payment method. Please remember it can take some time for your bank or credit card company to post the refund to your account. Please note that original shipping fees are non-refundable.

Thank you for choosing Jackler! If you have any other questions, please don't hesitate to reach out to us at support@jackler.ca.