Return policy
Last updated: January 13, 2026
At LOOK. Defined, we are committed to providing quality products and a smooth shopping experience. If your order does not fully meet your expectations, you may request a return in accordance with the policy below.
1. Return Window
Return requests must be submitted within 30 days of receiving your order.
Return requests can only be submitted after the order has been successfully delivered to the customer.
To remain eligible, returned items must be shipped within the approved return period.
2. Return Eligibility
To qualify for a return, items must meet all of the following conditions:
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Unused, unworn, and unwashed
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In original condition
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All original tags, labels, and packaging included where reasonably possible
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Free from stains, odors, perfume, makeup, deodorant marks, pet hair, or signs of wear
Trying on items to assess fit is permitted. However, wearing or using items beyond trying on is not allowed.
Returns showing signs of use, misuse, excessive wear, abnormal return activity, or policy abuse may be refused in accordance with applicable consumer protection laws.
Orders showing patterns of excessive returns, repeated bulk sizing purchases intended for partial returns, or suspicious activity may be reviewed and may become ineligible for future returns or purchases.
Nothing in this policy affects your statutory consumer rights.
3. Non-Returnable Items
For hygiene and commercial reasons, the following items are non-returnable:
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Underwear
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Socks
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Swimwear without the original hygiene liner
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Earrings and pierced jewelry
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Beauty or personal care products
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Gift cards
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Items marked as Final Sale
Any non-returnable items will be clearly indicated on the product page where applicable.
4. How to Start a Return
To request a return, please contact our customer support team at:
Please include:
- Your order number
- The item(s) you wish to return
- The reason for the return
- Photos of the item(s) if requested by our support team
Once your request has been reviewed and approved, we will provide the designated return instructions and the correct return address form our supplier for your order.
Please note that return addresses may differ depending on the product and fulfillment location. Customers will receive the appropriate designated return address after the return request has been approved.
Returns sent without prior authorization or to an address other than the designated return address provided by our support team may experience delays and may not be eligible for processing or refund.
Customers are responsible for securely packaging returned items. We strongly recommend using a tracked shipping method and retaining proof of shipment until the return has been fully processed
5. Return Shipping Costs
Unless otherwise required by law:
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Return shipping costs are the responsibility of the customer
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Original shipping charges are non-refundable
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Any customs duties, taxes, import fees, or courier charges related to the return remain the responsibility of the customer
LOOK. Defined is not responsible for returns lost, delayed, or damaged during transit where valid tracking information is unavailable.
6. Refunds
Refunds are issued only after the returned item has been received, inspected, and approved.
Once approved, refunds will be processed within 10 business days to the original payment method used during checkout.
Depending on your bank or payment provider, additional processing time may apply before the refund becomes visible in your account.
Where appropriate, we may offer store credit, a replacement item, or another resolution option before processing a refund. Customers are not obligated to accept alternative resolutions where a refund is applicable under this policy or consumer law.
Refunds may be reduced or refused if returned items do not meet the conditions outlined in this policy.
7. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or incorrect, please contact us within 48 hours of delivery.
Please include:
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Your order number
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A description of the issue
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Clear photos showing the problem
We will review the matter and work toward an appropriate resolution as quickly as possible.
8. Delivery, Address Accuracy & Liability
Customers are responsible for ensuring that all shipping information entered at checkout is accurate and complete.
Address corrections or changes must be requested within 24 hours of placing the order. After this timeframe, modifications may no longer be possible due to order processing timelines.
If an incorrect or incomplete address is provided, LOOK. Defined cannot guarantee successful delivery and is not responsible for delivery issues resulting from incorrect customer information.
Once a package has been marked as delivered by the shipping carrier, LOOK. Defined is not responsible for lost, stolen, or missing packages.
Customers are encouraged to contact the carrier directly, check with neighbors, or visit their local delivery office if delivery issues arise after confirmed delivery.
Packages refused upon delivery, returned due to failed delivery attempts, or returned because they were unclaimed may be subject to return shipping and handling fees. These costs may be deducted from any eligible refund.
9. Exchanges
We do not offer direct exchanges.
If you would like a different size, color, or item, we recommend placing a new order after your return request has been approved.
10. Chargebacks & Payment Disputes
We encourage customers to contact us directly before initiating a chargeback or payment dispute, as most issues can be resolved quickly through our support team.
Initiating fraudulent chargebacks or abusive payment disputes may result in restrictions on future purchases.
11. Contact
If you have any questions regarding this Return Policy, please contact us at:
LOOK. Defined. Toronto