Returns & Exchange

Return Policy

We want you to love your purchase! If you're not completely satisfied, you may return eligible items within 30 days of delivery.

Return Eligibility Requirements

Your return must meet the following conditions:

  • All original parts, components, and packaging are included
  • Item shows only normal handling with no damage from misuse
  • Hygiene-sensitive products have been thoroughly cleaned
  • Item was defective upon arrival
  • Item has not been worn or used (unless defective)

We reserve the right to refuse returns on items that appear to have been used or damaged after delivery.

Return Costs

  • Return Shipping: Customer is responsible for all return shipping costs
  • Processing Fee: A $5.49 administrative fee per item will be deducted from your refund
  • Original Shipping: Original shipping costs are non-refundable

How to Initiate a Return

  1. Contact Us First: Email info@houseofottawa.com within 30 days of delivery
  2. Include the Following Information:
    • Order number
    • Reason for return
    • Item(s) you wish to return
    • Your full name
    • Your shipping address
  3. Await Instructions: We'll provide you with the correct return address. Do not send returns to the sender address on your package.
  4. Ship Your Return: Once you receive our return authorization:
    • Pack items securely in original packaging
    • You must provide a tracking number — returns without tracking cannot be refunded
    • Ship to the address provided (our central warehouse in Asia)
    • Keep your tracking information until your refund is processed

Refund Timeline

Returns are processed within 7 business days of arrival at our warehouse. Once approved, your refund will be issued within 14 days to your original payment method.

DEFECTIVE OR DAMAGED ITEMS

If you receive a defective or damaged item, we'll send you a free replacement at no charge.

To Request a Replacement:

  1. Contact info@houseofottawa.com within 7 days of delivery
  2. Provide clear photos or video showing the defect or damage
  3. Once approved, we'll ship your replacement immediately at no cost to you

Your satisfaction is our priority, and we're committed to making things right!

RIGHT OF WITHDRAWAL

In accordance with consumer protection laws, if you are a natural person making a purchase for non-commercial purposes, you have the right to withdraw from your purchase.

To exercise this right, send a clear written declaration (email is acceptable) to info@houseofottawa.com stating your decision to withdraw. The withdrawal period ends 30 days after you receive the goods.

Upon withdrawal, we will refund all payments received from you, excluding:

  • Original delivery costs
  • Additional costs if you selected expedited shipping
  • Return shipping costs (paid by customer)
  • Administrative processing fee of $5.49 per item

Refunds will be processed using your original payment method within 14 days of receiving your returned items at our warehouse.