Refund policy

Cancellation, Returns and Refunds Policy

 At PAULSPOLLEM, we are committed to ensuring your satisfaction. This Cancellation, Returns and Refunds Policy is provided in accordance with applicable Canadian consumer protection laws.

1. Order Cancellation
You may request the cancellation of your order for a full refund at any time before the product has been shipped or the order processing has begun. Once the order has been processed for shipping, it must be treated as a Return for Any Reason (Section 2). To initiate a cancellation, please contact us at soul@ivorytower.me with your order number immediately.

2. Returns for Any Reason
If you are not fully satisfied with your purchase, you may return most new, unused items within 14 days of delivery for a full refund. Items must be returned in their original condition, packaging, and with all tags intact. Exceptions: Custom-made or personalised items, perishable goods, and items sealed for hygiene reasons (once unsealed) are not eligible for return.

3. Returns for Defective or Incorrect Items
All products must be of acceptable quality and as described. Within 30 days of purchase: If you receive a defective or incorrect item, you may return it for a full refund. Within 6 months of purchase: If a defect arises, you are entitled to a repair or replacement. If this is not possible, you may be eligible for a full or partial refund.

4. How to Request a Return
To initiate a return, please contact us at soul@ivorytower.me with your order number. We will provide you with instructions for returning your item.

5. Return Shipping Costs
Defective or Incorrect Items: If the return is due to our error or a product defect, we will cover the return shipping costs. Change of Mind: If you are returning an item for any other reason, you are responsible for the return shipping costs.

6. Refunds
Refunds will be processed to your original payment method within 5–7 business days after the returned items have been received and inspected. Upon approval of the refund, we will submit the credit authorization message to the card issuer in real-time. The actual time for the funds to post (5–7 business days) depends entirely on the cardholder's bank processing time.