Returns & Exchanges

You have 30 days from the delivery date to request an exchange or a return.

Shipping is complimentary, at no cost, anywhere in Canada. No amount is added to your order other than GST and QST, calculated at checkout.

For orders shipped outside Canada, shipping charges are calculated at checkout. Customs duties and import taxes are the customer’s responsibility.

Your first size exchange is free. We cover the return of your item and the shipping of the new size, subject to availability. The item must meet the conditions below.

To be accepted, the item must:

• be in its original condition, with no signs of wear, odour or hair;
• have been tried on indoors only, just long enough to check the fit;
• be returned complete: protective dust bag, box, cards and, for a harness, its identity medallion.

Out of respect for our clients and their companions, items worn outdoors or showing signs of use cannot be accepted. This condition applies to change-of-mind returns only: it does not apply to a defective item.

Each harness comes with its own numbered identity medallion. The medallion is part of the harness and must be returned with it.

• Medallion not activated: full refund of the harness.
• Medallion already activated: the harness may be returned, but you keep the medallion and a $50 deduction is applied to your refund.

A medallion purchased on its own cannot be returned once activated. If it has not been activated, the standard conditions apply.

No deduction applies if the harness or the medallion is defective, or in any of the cancellation situations provided by law described below.

Sets must be returned in full. If you wish to keep only some items, those are charged at their individual price and the difference is refunded.

Once we receive your return, we inspect it within 5 business days. The refund, including any taxes paid, is then issued to your original payment method. Processing time depends on your financial institution.

For a change-of-mind return, return shipping is your responsibility and the original shipping charges are non-refundable. Your first size exchange remains complimentary.

If the item is defective, if we made an error, or in any of the cancellation situations provided by law described below, all costs are on us and the refund is complete, including the original shipping charges.

Maison VELKYNO inc. is a Québec business, located at 797, rue de Rougemont, Québec (Québec) G1X 2M1, Canada. A purchase on our site is a distance contract governed by Québec’s Consumer Protection Act. The conditions above are in addition to the rights that Act gives you: they cannot reduce or replace them.

You may cancel your purchase at no cost in each of the following situations:

• you did not receive your order within 30 days of the agreed delivery date;
• the item does not match the description shown on our site;
• information the law requires us to give you before the purchase was omitted;
• you did not receive your copy of the contract, or it was incomplete.

In these situations, the cancellation takes effect as soon as you notify us, in writing or verbally. You then have 15 days to return the item, at our expense. We refund every amount you paid within 15 days of the cancellation. A credit note is not a substitute for a refund.

If we fail to refund you, you may request a chargeback from your credit card issuer.

Contact us within 30 days of delivery with photos of the item. We will repair, replace or refund it, and all shipping costs are on us. A defect that appears later remains covered by the warranty described below.

Our stitching and hardware are guaranteed for 1 year from delivery against manufacturing defects. We will repair or replace the item. This warranty does not cover normal wear, chewing, accidents or improper care.

In Québec, the law also gives you a legal warranty: a good must be fit for normal use for a reasonable length of time, having regard to its price, the terms of the contract and the conditions of use. This warranty applies automatically and free of charge. We cannot exclude or limit it. Given the price and intended use of our pieces, that reasonable length of time may exceed one year.

Our one-year warranty is in addition to your rights. It does not replace them.

• Identity medallion already activated
• Items personalized at your request

These exclusions apply to change-of-mind returns only. They do not affect your rights in case of a defect, the legal warranty, or the cancellation situations provided by law.

The same return and warranty conditions apply. Complimentary shipping applies to Canada only. Return shipping, duties and import taxes are your responsibility, except in case of a defect or an error on our part. If the law of your province or country grants you more favourable rights, those rights apply.

1. Email us at contact@velkyno.com with your order number, the item concerned and the reason for your request.
2. We will reply within 2 business days with shipping instructions.
3. Pack the item in its original box and ship it with a tracking number.

A change-of-mind return sent without prior authorization cannot be accepted. This requirement does not apply to the cancellation situations provided by law, which take effect as soon as you notify us.

Maison VELKYNO inc. NEQ 1182678467 (Québec enterprise number) 797, rue de Rougemont, Québec (Québec) G1X 2M1 Telephone: 1 855 527-0717 Email: contact@velkyno.com