Returns & Refunds

We want you to be happy with your order. If something isn't right, please reach out to us and we'll help you with the next steps.

14-day return requests

For orders placed on or after October 22, 2026, please contact us within 14 days of delivery if you would like to request a return or report a problem. Orders placed earlier remain subject to the return terms provided at the time of purchase. Please contact us before sending any parcel back. We'll confirm whether a return is eligible and provide the correct instructions and return address.

Damaged, defective or incorrect items

If your item arrives damaged, defective or different from what you ordered, please don't worry. Once the issue is confirmed, we'll arrange a replacement at no extra cost to you. This also applies to confirmed wrong sizes or colours sent, or missing items. If a replacement is not possible, we'll arrange an appropriate refund instead.

To help us resolve the problem quickly, email info@mavelleandbirch.com and include the following information:

Your full order number;
Clear photos or an original, unedited video showing the damage, defect or incorrect item. Please attach the files to your email or provide an accessible link if the video is too large;
Your full tracking number and delivery record, if available;
A short description of the problem.

We recommend sending all evidence as soon as possible, ideally within 14 days after delivery. Please keep the affected item and packaging until we have reviewed your request. We may ask for additional pictures or an unedited video if needed to verify the issue.

Changed your mind?

If your item arrived as ordered but you have changed your mind, you can request a return within 14 days after delivery. These returns require prior approval. Please contact us first so we can explain your options, any applicable refund amount, and where to send the item.

For approved change-of-mind returns, you are responsible for arranging and paying return shipping and any necessary customs clearance, unless applicable law requires otherwise. The return destination may be outside Canada, so return shipping can be expensive. Original shipping charges may not be refundable where legally permitted. Please do not send a parcel before receiving our approval and instructions.

Delayed or missing orders

If your parcel appears lost or seriously delayed, contact us with your order number and any tracking details. We'll investigate and arrange a replacement or refund where appropriate.

Your consumer rights

Nothing in this policy limits any mandatory rights you may have under applicable consumer protection laws, including for defective, incorrect, misdescribed or undelivered goods. Where those rights provide a different remedy or timeline, they take precedence.