Return & refund policy

This policy explains how to return an order to Kode Garment Inc. (“Kode”, “we”), what can and cannot be returned, and how refunds are made.

Retours

If you are not satisfied with your choices, or your items arrived damaged or defective, you have 10 days after receiving the goods to contact customer service and start the return process. We receive delivery notices from our courier partners in real time, and will not issue a return authorization number once the 10-day window has closed.

Our return policy is clear, and no exceptions are made to it.

To request a return, call customer service at 905‑235‑9444 (Monday to Friday, 9:30 am to 5:00 pm, except holidays; this service is not available on weekends and holidays) or email info@kodegarment.com.

All returns (except styles shipped in error, defective, or damaged in transport) are subject to a 15% restocking fee. We do not accept a return unless all of the following are met:

1. We will need the invoice number and a list of the items you would like to return, with style number, colour, size and quantity.
2. We will ask for the reason for the return.
3. The items are in their original, unused packaging.
4. All items are unused and new (never worn).
5. We do not return or exchange sample items, gift vouchers, gift cards, coupons, undergarments, altered garments, washed garments, relabelled garments, printed garments or decorated items, for hygiene and other reasons. This includes every custom and decorated order made by Kode (transfers, embroidery, appliqué, patches and decorated garments), unless it arrives defective or not as ordered.
6. Please inspect all goods before printing or decorating them.
7. Shipping and handling charges are not refundable. You are responsible for the cost of shipping your return to us. If you receive a refund, the cost of return shipping will be deducted from it.
8. Returns must be authorized by Kode customer service. Once we approve the request, we will give you a Return Merchandise Authorization number (RMA #).
9. The RMA number must be clearly written on the return parcel so it can be processed promptly. Parcels received without an RMA number will be refused and shipped back at your expense.
10. Returns must be shipped freight prepaid: you are responsible for the return freight cost.
11. To complete your return, we will need a receipt or proof of purchase (for example your transaction, order or invoice number).
12. Please allow up to 10 business days for the credit to be processed to your original method of payment.
13. In some cases a coupon or store credit will be offered instead of a full or partial refund.

Depending on where you live, the time it takes for an exchanged product to reach you may vary. If you are shipping a return worth more than $50, consider using a trackable shipping service or buying shipping insurance: we cannot guarantee that we will receive your returned item.

Damaged or missing items

Each item is checked for flaws before your order leaves the warehouse. Before accepting delivery, please make sure the packaging has not been damaged or tampered with. If you believe the merchandise is not in good condition, or the packaging has been tampered with or damaged, refuse the delivery and call customer service at 905‑235‑9444 (Monday to Friday, 9:30 am to 5:00 pm, except holidays) to request an RMA number. This service is not available on weekends and holidays. We will make our best effort to send you a replacement as soon as possible.

Pictures of the damaged items are always required. Customer service will walk you through the return process.

Exchanges

We do not offer direct exchanges. If you are not happy with your purchase, please return the unwanted items as described under Returns above.

Short shipments

If an order arrives with a missing or incorrect item, you must contact customer service at info@kodegarment.com within 48 hours (2 days) of receiving it. Orders that ship from more than one warehouse arrive as separate parcels with their own tracking numbers: please check your shipping emails before reporting an item missing.

Residential address delivery waiver

Residential property theft is a growing problem in Canada. Kode Garment is not responsible if a delivered package is stolen from your property. Kode ships through third-party carriers (Purolator and UPS). Once the package leaves the warehouse, the carrier is responsible for it, and we cannot accept responsibility for a service we have no control over. If your package is being delivered to a residential address, please make sure someone is there to receive it. If no one is at the address and the package is stolen, Kode is not responsible for the loss and will not replace or refund the order.

Order changes and cancellations

Once an order has been entered and accepted into our system, it cannot be changed: we cannot add to an order already entered, so a new order will need to be placed. Once the order has shipped, this return policy applies.

Cancelled orders are subject to a 15% restocking fee. Custom and decorated orders cannot be cancelled once production has started.

Backorders

Kode does not take backorders. If your order arrives with a missing or backordered item, it is because the stock on the warehouse floor differed from the stock shown in the inventory system. This is rare, but it can happen. If it does, contact customer service at info@kodegarment.com. Once we have verified it, we will refund the amount to your original method of payment or offer a coupon code.

Buyer’s responsibility

It is the consignee’s and/or buyer’s responsibility to inspect the merchandise on arrival, report any defect, and confirm that the style, size, colour and quantity are correct, before altering, printing or decorating it. While Kode makes every effort to ensure the quality and accuracy of each product sent, Kode does not accept responsibility for merchandise that has been altered.

No return is accepted on sample items, gift vouchers, gift cards, coupons, undergarments, altered garments, washed garments, relabelled garments, printed garments or decorated items, for hygiene and other reasons.

Where to send a return

Once you have your RMA number, send your return to:

Kode Garment Inc.
16945 Leslie Street, Unit 25B
Newmarket, Ontario L3Y 9A2
Canada

Refunds

Once your return is received and inspected, we will email you to let you know it has arrived, and whether your refund is approved or rejected.

If it is approved, your refund will be processed and credited to your credit card or original method of payment within 10 business days.

Late or missing refunds

If your refund was approved and you have not received it after 15 days, first check your bank account, then contact your credit card company: it can take some time before a refund is posted. If you have done all of this and still have not received your refund after 15 days, please contact us at info@kodegarment.com.

Sale items

Only regular-priced items can be refunded. Sale items cannot be refunded.