Refund policy
Shipping & Return Policy – Vos Collection Canada
All online orders are shipped from our warehouse and cannot be picked up in-store. Returns for online orders cannot be processed in-store. Online special offers are exclusive to online purchases and cannot be matched in-store. For order inquiries or tracking, please check your order status online or email us for assistance.
Return & Refund Policy
We accept returns on unopened products in their original, sealed packaging within 30 days of purchase. Return shipping costs are the responsibility of the customer. Once received, we will issue a full refund minus the actual shipping costs paid by us.
Opened or used products are non-refundable and cannot be returned. If your order included a Free Gift, it must also be returned, or the value of the gift will be deducted from your refund. Returned items must be in their original, unused condition, including all packaging, to be eligible for a refund.
Order Delivery & Liability
By placing an order, you acknowledge that neither the courier (Canada Post, Purolator, UPS) nor Vos Collection Canada is responsible for packages marked as "Delivered" that are later lost or stolen. If your package goes missing after being marked as delivered, please report the theft to your local police department and file a claim with your home insurance.
Unfortunately, refunds or replacements will not be issued for stolen or missing packages after delivery. If you are unavailable at the time of delivery, we recommend contacting the courier beforehand to arrange a rescheduled delivery. Couriers use GPS tracking to verify delivery locations, and this information will be used as confirmation of delivery.
Damaged or Lost Shipments
Orders are insured while in transit only. If an issue occurs before the package is marked as “Delivered,” we will assist in filing an insurance claim and reship your order if necessary.
Exchanges
We do not offer exchanges at this time. If you need a different product, you must return your original order for a refund and place a new order.
Return Shipping Guidelines
If returning an item valued over $75, we strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of your return without tracking confirmation.