Return Policy

Returns & Refunds

We accept eligible returns within 30 days of purchase. After 30 days, we are unable to offer a refund or exchange.

Because we sell grooming, cosmetic and personal care products, our return policy is more restrictive than it may be for other types of merchandise. Products that have been used or tested cannot be restocked or resold.

Return Eligibility

To be eligible for a return:

  • Products must be unused and in new, original, resalable condition.

  • Where a product has a seal, protective packaging or other tamper-evident packaging, it must remain unopened and intact.

  • Spraying, pumping, dispensing, applying, sampling or otherwise testing a product is considered use.

  • Products must include their original packaging and any included components.

  • Proof of purchase is required.

  • A return authorization is required before sending any product back. Please contact info@toucantrading.ca with your order number and the item(s) you wish to return.

  • Unauthorized returns may be refused.

Please do not return products directly to the manufacturer.

Non-Returnable Items

The following cannot be returned:

  • Grooming, cosmetic or personal care products that have been opened, used, sprayed, pumped, dispensed, sampled or tested

  • Products with broken or removed seals or tamper-evident packaging

  • Products that are not in their original, resalable condition

  • Hazardous materials or flammable liquids

  • Gift cards

  • Items specifically identified as final sale

Return Shipping

For returns that are not the result of an error by Toucan Trading:

  • Return shipping is the responsibility of the customer.

  • Customers are responsible for arranging and paying for return shipping and for safely packaging the products.

  • We recommend using a tracked shipping service. Toucan Trading is not responsible for return packages that are lost or damaged in transit.

  • If Toucan Trading provides a prepaid return label for convenience, the cost of that label will be deducted from the refund unless otherwise agreed.

  • Original shipping charges are non-refundable.

If you received an incorrect, damaged or defective product, please contact us before returning it so we can review the issue and provide appropriate instructions.

Refunds

All returned products are inspected upon receipt.

If the return meets the eligibility requirements, a refund will be issued to the original payment method. Approved refunds are typically processed within 3–5 business days of inspection.

Products returned in a used, opened, tested or otherwise non-resalable condition are not eligible for a refund.

Shipping charges are non-refundable except where the return results from an error by Toucan Trading.

Exchanges

We replace products when they arrive defective, damaged or incorrect. Please contact info@toucantrading.ca with your order number and details of the issue before returning the product.

For preference-based changes, please follow the standard return process above and place a new order for the desired product.