Refunds & Cancellations

1. Order cancellations (before it ships)

You can cancel an order at no cost any time before the Store marks it as shipped. Email the Store from the address on your order confirmation, or email orders@offplanet.ca and we’ll forward.

Once shipped, the order moves to the return rules in the next section.

2. Returns (the default policy)

The platform default is:

• You may return any item within 30 days of delivery.
• The item must be in resaleable condition (unused, original packaging, tags intact).
• The Store pays return shipping if the item is defective, damaged in transit, or not as described. Otherwise the buyer pays return shipping.
• Refunds are processed within 5 business days after the Store receives the returned item.

Some categories are excluded from the default return policy where the law allows:

• Perishables, including food and live plants.
• Personal-care items that have been opened (skincare, fragrance).
• Custom-made or made-to-order items, once production has started.
• Digital downloads, once delivered.

If a category is excluded, the Store must say so clearly on the product page before you buy.

3. Damaged, defective, or wrong items

If the item arrives broken, defective, or different from what was described:

• Email the Store within 7 days with a photo and your order number.
• The Store will offer a replacement, repair, or full refund (your choice, subject to stock for the replacement option).
• Return shipping is on the Store.

If the Store doesn’t respond within 5 business days, write to orders@offplanet.ca. We step in for these cases.

4. Refund mechanics

• Refunds go back to the original payment method via Stripe. We don’t issue store credit unless you explicitly ask for it.
• Once Stripe processes the refund, banks typically take 5–10 business days to show it on your statement. That part is outside our control.
• Currency conversion: if your card was billed in a currency other than the Store’s currency, your bank may apply a slightly different exchange rate on the way back. Stripe refunds the original amount in the Store’s currency.
• Original shipping is refunded only on cancellations before shipping, on defective/wrong items, or where law requires it.

5. Statutory rights

Nothing on this page reduces statutory consumer-protection rights you have where you live. If your local law gives you stronger rights than what’s described here (for example, longer return periods or mandatory refunds for change-of-mind purchases), those rights apply.

6. Chargebacks

Please write to orders@offplanet.ca before filing a chargeback. We can almost always resolve issues faster than the card-network dispute process. If you file a chargeback without contacting us first, we and the Store still try to help — we just have less time and information to work with.

7. How to start a return

Email the Store directly using the address on your order confirmation. Include:

• Your order number.
• Which items you’re returning and why.
• A photo, if the item arrived damaged or defective.

The Store will reply with a return address and instructions. If you can’t reach the Store, escalate to orders@offplanet.ca.

8. Contact

For anything refund-related the Store can’t solve, write to orders@offplanet.ca. For everything else, see Contact.