Return & Refund Policy

At Adler Bay, we are committed to delivering high-quality products and a reliable customer experience. If you are not fully satisfied with your purchase, we’re here to help.

Return Window

We offer a 15-day return window, starting from the day you receive your order. Please initiate your return within this period.

Eligibility Requirements

We accept returns for defective and non-defective products as well as exchanges.
Items must be in original condition: unworn, unused, with all original tags and packaging intact.
Proof of purchase (receipt, order number, or confirmation email) is required.
Return shipping costs are the customer’s responsibility unless the item is defective, damaged, or incorrect.
Original shipping fees are non-refundable.

Non-Returnable Items

The following items cannot be returned due to hygiene and customization policies:

Gift cards
Personalized or custom-made products
Final sale items

How to Start a Return

Simply email us at support@adlerbay.com with your order number and a brief reason for return or exchange. Our team will guide you through the necessary steps.

Please confirm the return address with our team before shipping.
Use a tracked courier and share the tracking number once shipped.

Return Address: 998-329 Howe St, Vancouver, BC, V6C 3N2, Canada

Refund Process

Once your return is received and inspected, we will notify you via email regarding the refund approval status.
Refunds will be processed and issued within 5 business days to the original payment method from the date we receive the returned item.
Please allow an additional 3-5 business days for your bank or credit card provider to process the refund.
Restocking fees: $0 - we do not charge any restocking fees for returns.

Exchanges

For a different size, color, or product, the fastest method is to return the original item and place a new order after your return is accepted.

Damages and Issues

Please inspect your order upon delivery. If an item is damaged, defective, or incorrect, contact us within 7 days at support@adlerbay.com. We’ll arrange a replacement or full refund and cover return shipping for these cases.

Cancellations

We process orders promptly to ensure timely delivery. If you need to cancel your order, please contact us as soon as possible.

Cancellation before shipment: A full refund will be issued.
Cancellation after processing but before shipment: A partial refund may be available depending on fulfillment status.
Cancellation after shipment: Orders that have been shipped cannot be canceled but may be eligible for a return under our standard return policy.

Non-Returnable Items

For hygiene, customization, or safety reasons, we cannot accept returns for:

Gift cards
Personalized or custom-made items
Final sale items
Perishable, flammable, or personal care goods

If you’re unsure whether your item is eligible, please contact us before initiating a return.

Customs Clearance

We are not responsible for delays caused by customs procedures in the destination country. Clearance and release timelines are set by local authorities.