Refund policy

At a glance

Return window Request a return within 15 days after receiving your order, for any reason.
Return shipping Free: we provide a prepaid return label.
Sale items Returnable under the same conditions.
Refund To your original payment method, within 10 business days after we receive your return.
After 15 days Covered functional problems are handled under our 12-month warranty.

Conditions

  • Return the item in the condition in which you received it, without new damage from a drop, breakage or contact with liquid.
  • Include the accessories supplied with the device, such as the cable and box.
  • Opened and used accessories, such as cases and screen protectors, cannot be returned.
  • Reset the device and remove it from your accounts before sending it back. We cannot process a locked device.

How to return an item

  1. Submit your request online. Sign in to your account using the email address on your order. Open the order, choose the return option, select the item and reason, and submit the request. You will receive a confirmation email.
  2. Reset your device. Follow the instructions for your model below.
  3. Ship the parcel. Once your request is accepted, we will email you a prepaid Purolator label. Pack the phone securely, ideally in its original packaging, attach the label and drop the parcel off at a Purolator location. Use only the label we provide.

Cannot sign in or find the return option? Email hello@shoptopnotch.ca with your order number and we will open the request for you.

Reset your device before shipping

A phone linked to an Apple, Google or Samsung account may remain locked, preventing us from inspecting it and processing a refund. Back up your photos and other data, then remove your SIM card before starting. Menu names may vary by software version.

iPhone

  1. Open Settings, tap your name, then Find My and Find My iPhone. Turn off Find My iPhone and enter your Apple Account password when prompted.
  2. Go to Settings > General > Transfer or Reset iPhone > Erase All Content and Settings.
  3. Enter your passcode and Apple Account password if requested. The phone is ready when the Hello screen appears.

Samsung

  1. Go to Settings > Accounts and backup > Manage accounts. Select and remove your Google account, then your Samsung account.
  2. Go to Settings > General management > Reset > Factory data reset. Confirm the reset.
  3. The phone is ready when the welcome screen appears.

Google Pixel

  1. In Settings, open the accounts section and remove your Google account from the device before resetting it.
  2. Go to Settings > System > Reset options > Erase all data (factory reset).
  3. The phone is ready when the welcome screen appears.

Already sent a device that is still locked?

Contact us so we can identify the lock and guide you through the next steps. For an iPhone, you may be able to remove it from your account using iCloud Find Devices. For a Samsung or Pixel, contact us before taking further action: signing out remotely may not remove factory reset protection. Never send us your account password.

If a device arrives locked, we will contact you. If you take no action within one month of that notice, the device will be shipped back to you and the refund request will be cancelled.

Refunds

  • We inspect the item when it arrives and confirm the refund by email.
  • The refund is issued within 10 business days after we receive the return. Your financial institution may take a few additional days to display it.
  • We do not deduct return shipping or restocking fees.
  • Shipping charges paid with the original purchase are not refunded for a change-of-mind return. They are refunded if the item is defective or we made an error.
  • If more than 15 business days have passed since we received your return without an update, email hello@shoptopnotch.ca.

Exchanges

For a different model, colour or capacity, request a return for a refund and place a new order for the item you want.

Damaged, incomplete or incorrect orders

Inspect your order when it arrives. If the device is damaged, something is missing or you received the wrong item, email us within 15 days after delivery with your order number and a photo. We will correct the problem at no charge.

Warranty

All our devices include a 12-month warranty covering parts and labour. For coverage details, see our phone condition and warranty guide.