Returns & Refunds

At a glance

• Our mistake (defect, wrong item, transit damage): free return, full refund including original shipping, fast-tracked within 2 business days. Report within 7 days of delivery.
• Change of mind (wrong size, didn't suit you): 30-day window, customer pays return shipping, original shipping is non-refundable.
• Items must be unworn, unwashed, with original tags and packaging.
• Refunds go to the original payment method — usually 5–10 business days after inspection (same business day for fast-track cases).
• A Return Authorization (RA) number is required on every parcel. Returns without one are refused.

Two return paths

We split returns into two clear lanes so you know up front what to expect and who pays for what.

What to send us — the fast-track checklist

The more complete your first message to hello@toronty.com, the faster we refund. Please include:

• Order number (format: #TRN-XXXXXX, in your order confirmation email).
• Email address used at checkout.
• Reason for return — defect, wrong item, damaged in transit, wrong size, or change of mind.
• For defects or damage (Lane A): clear photos of the issue and a photo of the shipping label.
• Proof of purchase: your order confirmation email or payment receipt screenshot.

Complete fast-track requests are often refunded the same business day, before the item even ships back.

Eligibility & condition

To be eligible, your item must be:

• Unworn, unwashed and unaltered;
• In its original condition with all tags attached;
• In the original packaging where applicable;
• Reported within 7 days (Lane A) or 30 days (Lane B) of the delivery date shown by the carrier.

Items that show signs of wear, washing, smell of perfume, smoke or detergent, or are missing tags will be refused, photographed, and shipped back to you at your cost.

Non-returnable items

The following cannot be returned for hygiene or legal reasons:

• Final-sale and clearance items (clearly marked at checkout);
• Swimwear, underwear and intimate apparel;
• Pierced jewellery and earrings;
• Gift cards;
• Items purchased with a discount code of 40% or more.

Size & fit responsibility

Every product page links to our Size Guide with measurements in centimetres and inches, plus how-to-measure instructions. Choosing the right size is the customer's responsibility — please measure yourself before ordering, especially for outerwear.

If a size doesn't fit, you're welcome to return it under Lane B (change of mind). Return shipping and the original shipping fee are not refundable. As a goodwill gesture we may offer a discount code for your reorder — just ask in your return email and we'll do our best.

How to request a return

1. Email hello@toronty.com with the fast-track checklist above.
2. We reply within one business day with the return address and your Return Authorization (RA) number.
3. Pack the item securely in its original packaging, include a copy of your order confirmation, and write the RA number clearly on the outside of the parcel.
4. Ship the parcel back using a tracked, insured service. For Lane B returns, costs are at your expense. Keep the tracking number until your refund is processed — lost parcels without tracking are not our responsibility.

Returns sent without a prior RA number, or sent C.O.D., will be refused at the door.

Refund timeline & method

Once your return arrives at our Ottawa warehouse we inspect it within 3–5 business days. Approved refunds are issued to the original payment method. Your bank or card issuer may take an additional 5–10 business days to display the refund on your statement.

Lane A (our mistake) refunds are fast-tracked — often issued the same business day we receive your complete evidence, before the item ships back.

If a return does not meet the conditions in this policy, we will contact you with photos and the item will be returned at your cost.

Exchanges

We do not process direct exchanges. The fastest way to secure a different size or colour is to place a new order immediately and return the original under Lane B. This guarantees the replacement before it sells out — apparel inventory moves quickly.

International returns

For orders shipped outside Canada, the customer is responsible for return shipping and any customs, duties or taxes incurred in shipping the item back. Mark the parcel as "Returned goods — no commercial value" on the customs form to avoid us being charged duties on your return (we cannot accept parcels with duties owing).

Fair use & abuse

To keep our prices fair for everyone, we monitor return patterns. We reserve the right to refuse returns, refunds, or future orders from accounts showing signs of:

• Wardrobing — worn-and-returned items;
• Serial returns significantly above industry norms;
• False damage or "item not received" claims;
• Returns of items not originally purchased from Toronty;
• Coordinated returns across multiple accounts or addresses.

Items returned in a condition inconsistent with the stated reason will be photographed on arrival, refused, and shipped back at the customer's cost. This clause exists to protect honest customers — not to accuse anyone.

Goodwill gestures

When something is genuinely our fault, or when a long-time customer has a one-off issue, we often add a discount code for your next order on top of the refund. We can't promise it in every case — gestures are at our discretion — but customer satisfaction is the priority and we treat every email as a chance to keep you.

One-season manufacturing guarantee

Separate from this Returns Policy, every Toronty piece carries our one-season guarantee: if your item fails due to a manufacturing defect during its first Canadian season, we will repair, replace or refund it. Normal wear and tear, accidental damage, and misuse are not covered. Reach out with photos and we'll make it right.

Contact

Questions, or want to start a return? Email hello@toronty.com. We're a small Ottawa team and reply within one business day — real people, no chatbots.