Refund policy

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

CANCELLATION POLICY

To request an order cancellation, please email us at support@jackler.ca as soon as possible.

We can cancel an order as long as it has not entered fulfilment. Once fulfilment has begun, we may be unable to cancel or modify the order. You may still be eligible to request a return after receiving it under the terms below.

SIZE EXCHANGE GUARANTEE

If your garment doesn't fit, we'll make it right — and you don't ship anything back.

Every item you purchase includes one free size exchange:

We send you a free replacement of the same design and colour, one size up or down from your original order. It has to be a different size, we can't replace an item with the same size under this guarantee. If you think there's something wrong with the garment itself rather than the fit, that isn't a size issue: email us at support@jackler.ca and we'll sort it out.
You keep the original: no return shipping, no labels, no waiting at the post office. We'd rather you pass it on to a friend or donate it than pay to ship it across a border.
Request your exchange within 30 calendar days of delivery through our returns portal at https://account.jackler.ca or by emailing support@jackler.ca with your order number and the size you need.
To process your exchange, we ask for a quick photo of the garment laid flat with the size tag visible (a measuring tape across the chest is even better). It takes 30 seconds, confirms your exchange, and directly helps us improve our size charts.
Replacements are subject to availability of the requested size.
The guarantee covers one exchange per item purchased, up to two free size exchanges per customer in any 12-month period. It applies to sizing only — for a different design or colour, our standard return policy below applies. For defective, damaged, misprinted, or incorrect items, see “Damaged, Defective, Misprinted, or Incorrect Items,” which provides stronger remedies at no cost to you.
We reserve the right to decline requests where we reasonably suspect misuse of this guarantee.

RETURN POLICY

We offer a 30-day return policy. You have 30 calendar days after receiving your item to submit a return request.

For orders containing multiple items delivered separately, the return period begins when the final item in the order is delivered.

Weekend and Holiday Extensions If the final day of an applicable return or withdrawal period falls on a weekend or public holiday, the deadline will be extended until the next business day.

We may also provide longer return windows during designated holiday shopping periods. Any seasonal extension and its applicable dates will be communicated on our website or during checkout.

Carrier closures, weekends, and public holidays will be taken into reasonable consideration when assessing whether a return was sent within the required period.

RETURN ELIGIBILITY

To be eligible for a return:

The item must be in substantially the same condition in which it was received.
The item must be unworn or unused, other than being briefly inspected or tried on for sizing.
Any original tags should remain attached where reasonably possible.
The item should be returned in its original packaging where reasonably possible.
You must provide your receipt, order number, or other proof of purchase.

Garments may be briefly tried on to determine their fit, nature, and characteristics. Items that have been worn for extended periods, washed, altered, stained, damaged, or handled beyond what is reasonably necessary may be refused or may qualify for only a partial refund reflecting any loss in value.

RETURN PROCESS

To initiate a return, please visit our online returns portal and log in to your account:

https://account.jackler.ca

From your account page:

Select the order containing the item you wish to return.
Select the applicable item or items.
Follow the on-screen instructions.
Submit and confirm your return request.

Your return request is considered received when it is successfully submitted through the portal. Any later review or approval by Jackler does not change the original submission date.

After submitting your request, you will receive confirmation and further instructions regarding how and where to send your package. Please retain this confirmation and any return-shipping receipt or tracking information.

Items sent to us without first submitting a return request through the portal may be delayed, refused, or returned to the sender because we may be unable to identify or process them.

Submitting a return request does not guarantee that the returned item will qualify for a full refund. Eligibility will be confirmed after the item is received and inspected.

RETURN SHIPPING, CUSTOMS, AND DUTIES

Return Shipping Costs If your item simply doesn't fit, you likely don't need to return anything at all — see our Size Exchange Guarantee above.

Except where otherwise required by law or agreed to by Jackler, customers are responsible for the direct cost of returning their items.

We strongly recommend using a tracked return-shipping service. Jackler is not responsible for customer returns that are lost, damaged, delayed, or misdirected while being transported back to us.

International Returns Our return facility is located in Canada. International return shipments may be subject to Canadian import duties, taxes, tariffs, brokerage fees, or handling charges.

When preparing your return:

Clearly identify the package as returned merchandise where permitted.
Follow the carrier’s instructions for completing customs documentation.
Use a carrier that allows applicable charges to be prepaid where possible.
Do not declare the return as a new commercial sale.

Customers remain responsible for accurately completing all customs documentation.

Unpaid Customs Fees Packages arriving with unpaid customs duties, taxes, brokerage charges, or other fees may be refused by our facility or returned to the sender.

Jackler is not responsible for a return that cannot be delivered because required customs fees were not paid or the customs documentation was completed incorrectly.

Duties Charged to Jackler If Jackler must pay duties, tariffs, taxes, brokerage charges, or other fees to receive a customer return, we may, where permitted by law:

Ask the customer to reimburse us before completing the refund or exchange; or
Deduct the applicable amount from the customer’s refund.

We will provide notice of any such charge or deduction. We will not make a deduction where doing so would conflict with mandatory consumer-protection law.

EUROPEAN UNION AND EUROPEAN ECONOMIC AREA WITHDRAWAL RIGHTS

This section applies to eligible consumers located in the European Union or European Economic Area where mandatory consumer-protection law applies to their purchase.

Right to Withdraw In addition to Jackler’s general 30-day return policy, eligible consumers have the statutory right to withdraw from an online purchase without providing a reason.

You may exercise this right through our online returns portal within 30 calendar days after you, or a person designated by you other than the carrier, receives the goods. Jackler’s 30-day period is more generous than the statutory minimum withdrawal period.

For an order containing multiple goods delivered separately, the period begins when the final item is received. For an item delivered in multiple parts, the period begins when the final part is received.

Submitting a completed request through the portal is sufficient to notify Jackler of your decision to withdraw. Your withdrawal is recorded on the date and time that the request is submitted, even if Jackler reviews or approves the request later.

Returning Goods After Withdrawal After notifying us that you are withdrawing, you must send the goods back without undue delay and no later than 14 calendar days after submitting your withdrawal request, unless we provide a longer period.

The return deadline is met when you send the goods before that 14-day period expires. We recommend retaining evidence showing when the return was sent.

EU and EEA Return Costs You are responsible for the direct cost of returning the goods unless:

Jackler agrees to cover the cost;
The item is defective, damaged, or incorrect; or
Applicable law requires Jackler to cover the cost.

EU and EEA Refunds For an eligible withdrawal, we will refund all qualifying payments received from you for the returned goods.

When you withdraw from and return the entire order, this includes the cost of our least expensive standard delivery option that was available for that order.

If you selected a more expensive delivery method, such as expedited or express shipping, we are not required to refund the additional amount above the cost of the least expensive standard delivery option.

When only part of an order is returned, the original delivery charge may not be refunded where the same charge would have applied to the items you kept.

Refunds will be issued to the original payment method unless you expressly agree to another method. We will not charge a refund-processing fee.

We will process the refund without undue delay and no later than 14 calendar days after being notified of your withdrawal. However, we may withhold the refund until:

We receive the returned goods; or
You provide evidence that the goods were sent back,

whichever occurs first.

Inspection and Diminished Value You may inspect and try on an item to the extent reasonably necessary to establish its nature, characteristics, and fit.

You may be responsible for any diminished value caused by handling beyond what would reasonably be permitted when inspecting the item in a physical store. Any deduction will be based on the actual reduction in the item’s value and will not be imposed as an automatic restocking fee.

EU and EEA Exceptions The statutory withdrawal right may not apply to certain goods excluded by applicable law, including goods that are made to the customer’s individual specifications or are clearly personalized.

A product is not treated as custom or personalized solely because it is produced after an order is placed. The exception applies only where the item is genuinely made according to the customer’s individual choices or specifications, such as customer-supplied artwork, names, personalized text, special measurements, or other unique customization.

Nothing in this policy limits any mandatory rights available under the laws of the consumer’s country.

DAMAGED, DEFECTIVE, MISPRINTED, OR INCORRECT ITEMS

Please inspect your order as soon as it arrives.

The item is defective or damaged;
The item contains a manufacturing or printing error;
You received the wrong product, design, size, or colour; or
Part of your order is missing.

For damage or misprint claims, please provide:

A clear, well-lit photograph showing the issue;
A photograph showing the full garment or product;
A photograph of the packaging when the packaging may be relevant; and
Your order number.

Claims for visible damage, manufacturing defects, or misprints should be submitted within 28 days of delivery so that we can investigate the issue promptly.

This 28-day reporting period does not limit any longer mandatory legal guarantee or consumer remedy that applies in your jurisdiction.

If we confirm that the item is defective, damaged, misprinted, or incorrect, we will provide an appropriate remedy, which may include a replacement, refund, repair, or other resolution required by applicable law. Jackler will cover reasonable return costs where we require an incorrect or defective item to be returned.

LOST IN TRANSIT

If an order is lost while being delivered to you, we will work with the carrier to investigate and provide updates.

Where the carrier confirms that the order was lost in transit, we will provide an appropriate replacement or refund, subject to applicable law and the circumstances of the shipment.

This section does not apply to a return shipment being sent back to Jackler by a customer. Customers should use tracked return shipping and retain their shipping receipt.

EXCEPTIONS AND NON-RETURNABLE ITEMS

Certain items may not be eligible for return, including:

Perishable goods;
Personal care goods where return is restricted for health or hygiene reasons;
Hazardous materials, flammable liquids, or gases;
Goods made to the customer’s individual specifications;
Clearly personalized goods, including products containing customer-supplied names, text, images, artwork, or measurements;
Sealed goods that are not suitable for return for health or hygiene reasons after the seal has been broken, where permitted by law; and
Items clearly marked as final sale before purchase, except where mandatory law provides a right to return or another remedy.

Standard Jackler products are not considered personalized solely because they are printed or manufactured after an order is placed.

Final-sale status does not exclude claims involving defective, damaged, misprinted, incorrect, or unlawfully described goods. It also does not override any mandatory withdrawal or consumer-protection rights.

Please contact support@jackler.ca before purchasing if you are uncertain whether a product is returnable.

REFUND PROCESS

After receiving and inspecting your return, we will notify you whether the return has been approved and whether any deduction applies.

Approved refunds are normally initiated within 3 to 5 business days after inspection and are automatically issued to the original payment method unless another method is agreed upon or required by law.

Your bank, credit-card provider, or payment processor may require additional time to post the refund to your account.

Except where otherwise stated in the EU and EEA section or required by applicable law, original shipping charges are non-refundable.

We do not charge an automatic restocking fee. However, where permitted by law, we may make a reasonable deduction for:

Diminished value caused by excessive handling;
Missing parts or accessories;
Damage occurring after delivery;
Customs charges incurred in receiving the return; or
Other direct costs for which the customer is legally responsible.

We will explain any deduction before completing the refund.

EXCHANGES

Size exchanges are handled under our Size Exchange Guarantee above — one free replacement per item, same design and colour, one size up or down, and you keep the original.

Exchanges beyond the guarantee, for example a different design or colour or a second size exchange on the same item, remain subject to product availability and, unless the item is defective, damaged, misprinted, or incorrect, the customer may be responsible for applicable shipping or replacement costs. Any costs will be disclosed before the exchange is completed.

CONTACT US

For questions about cancellations, returns, refunds, exchanges, or this policy, contact:

support@jackler.ca