Point Zero

Return Policy

How to return or exchange eligible online orders, plus final sale, warranty, and in-store guidelines.

Who can return

Eligibility for Returns

Full Refund or Exchange

  • Returns accepted for regular-priced items purchased online within 14 days of receipt.
  • Items must be in original condition with tags attached.

Non-Refundable Items

  • Sale, gift, or promotional code items are final sale and cannot be returned or exchanged.
  • Swimwear, underwear, and accessories are non-returnable for hygienic reasons.

How it works

Return Process

Request a Return Authorization

Complete the Return Form on our website, including reason for return and contact details.

A Return Authorization Number (RAN) will be sent by email.

Shipping the Return

  • Clearly mark the RAN on your return package.
  • Customers are responsible for all shipping costs.
  • If you refuse or send the package back to us as collect, a $20 handling fee will be deducted from the refund.
  • If you need assistance, we can provide a return label (for Canadian customers only). Please note that a service fee will apply.

Tracking and Insurance

  • Use a tracked and insured shipping service.
  • We are not responsible for delayed, lost, or uninsured packages.

Timeline

Refund Processing

  • Refunds are issued 3–7 business days after the returned item is received and approved.
  • Refunds are processed to the original payment method.
  • No refund will be issued for items that are not eligible or do not meet return conditions.

Retail stores

In-Store Drop-Off

To return an online purchase in-store, request a special RAN first.

Our team will reply during business hours. During peak seasons, responses may take longer.

Authorization required

Stores reserve the right to refuse returns without prior authorization.

Discounts

Promotional Codes

  • One-time use only, must be applied at checkout.
  • Cannot be combined with other offers or applied to sale items.
  • No price adjustments on past purchases.

Flash sales

Seasonal & Special Sales

  • Final sale, unless there is a manufacturing defect.
  • Exchanges for a different size or color may be offered, subject to availability.
  • Shipping fees may apply for returns or exchanges.
  • No price matching for purchases made before sales events.

Important

Read Terms and Conditions for Seasonal & Special Sales

No returns

Final Sale Items

Items marked Final Sale cannot be returned or exchanged.

40% off or more

All items 40% off or more are final sale — no refunds or exchanges.

Defects

Warranty Policy

  • 90-day warranty on manufacturing defects (e.g. faulty zippers or seams).
  • Does not cover normal wear, tear, or improper care.
  • If approved, an exchange for the same item will be offered when available.
  • If unavailable, an alternative replacement will be provided.
  • No refunds outside the return window, but a credit note may be offered on a case-by-case basis.
  • Proof of purchase (order confirmation number) is required.

Retail receipts

In-Store Purchases

  • Returns must be made to the original store of purchase, with proof of purchase.
  • Online returns are not accepted in-store without authorization.
  • Refer to your in-store receipt for applicable return policy.

Other retailers

Third-Party Purchases

  • Items bought from third-party retailers or wholesalers must be returned to the original retailer.
  • PointZero.ca only handles purchases made directly on our website.