Online Return Policy
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.
Return Process
1. 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.
2. 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.
3. Tracking and Insurance
Use a tracked and insured shipping service.
We are not responsible for delayed, lost, or uninsured packages.
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.
In-Store Drop-Off
To return an online purchase in-store, request a special RAN first.
Email: customerservice@pointzero.ca
Our team will reply during business hours. During peak seasons, responses may take longer.
Stores reserve the right to refuse returns without prior authorization.
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.
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.
Final Sale Items
Items marked Final Sale cannot be returned or exchanged.
All items 40% off or more are final sale — no refunds or exchanges.
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.
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.
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.
For assistance with third-party issues, contact cservice@point-zero.com.