Return and Refund Policy
Returns and Refunds Policy
This Returns and Refunds Policy explains how LeTech Canada handles returns and refunds for product orders placed through our online store. This policy is intended primarily for retail customers and approved trade professionals.
Return Window
Retail and Trade Professionals: Return requests must be submitted within 20 days of the date your order is marked as delivered.
Eligibility Requirements
To be eligible for a return, items must meet all of the following conditions:
- Unused and unopened
- In original packaging, with all included components
- In resalable condition
- The order must be identifiable using an order number and customer details (proof of purchase is not required if we can locate the order)
- Returns must be approved before you ship anything back. Items sent without prior authorization may be refused.
Non Returnable Items
For quality control, safety, and hygiene reasons, the following items are not eligible for return or refund:
- Opened or used products of any kind
- Products involving liquids, dyes, pigments, cleaners, conditioners, coatings, or other consumables once opened
- Kits if any component has been opened or used
- Custom mixed colours or made to order items (where applicable)
- Final sale or clearance items (where marked)
- Digital products, including online course access, downloadable content, or other digital deliveries
If you are unsure whether an item is eligible, contact us before placing your order.
Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery. If your item arrives damaged, defective, or incorrect, contact us as soon as possible so we can help.
For faster support, include:
- Your order number
- Clear photos of the item
- Photos of the shipping box and packaging (if applicable)
If the issue is confirmed, we will provide the appropriate resolution, which may include a replacement, store credit, or refund depending on the situation and product availability.
How to Request a Return
To request a return, contact us with:
- Your order number
- The item(s) you would like to return
- The reason for the return
Email: service@letechcanada.ca
If approved, we will provide return instructions. Do not ship items back without written authorization.
Return Shipping Costs
- Return shipping costs are the responsibility of the customer unless the return is due to a confirmed shipping error or product defect.
- Shipping charges paid at checkout are not refundable.
We recommend using a trackable shipping method for any approved return.
Refunds
If your return is approved, refunds are issued after the returned items are received and inspected.
- Refunds are issued to the original payment method
- Approved refunds are typically processed within 5 to 10 business days after inspection
- Your bank or card issuer may take additional time to post the refund
Shipping charges are not refunded.
Exchanges
We do not offer direct exchanges through the return process. If you need a different item, request an approved return (if eligible) and place a new order.
Trade Professionals
Trade professionals may request returns within the same 20 day window, subject to eligibility requirements.
Additional trade conditions may apply, including:
- A restocking fee may apply to approved trade returns
- Return shipping remains the responsibility of the trade customer unless the return is due to a confirmed error or defect
- Shipping charges are not refunded
Any restocking fee, if applicable, will be confirmed during the return approval process.
For trade account details, refer to: Link to Wholesale and Trade Customers
Wholesale Accounts
Wholesale return terms are governed by the applicable wholesale agreement or brand contract. For wholesale return requests, please refer to your contract terms or contact your account representative.
For wholesale account information, refer to: Wholesale and Trade Customers
These policies do not limit any rights you may have under applicable consumer protection laws.