Online Return Policy

Eligibility for Returns

  • Full Refund or Exchange: We accept returns 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 cannot be returned or exchanged due to hygienic reasons.

Return Process

  1. Request a Return Authorization: Complete the Return Form on our website, including the reason for return and contact details. You will receive a Return Authorization Number (RAN) via email.
  2. Shipping the Return: Clearly mark the RAN on your return package. Customers are responsible for all shipping costs and a $20 handling fee, which will be deducted from the refund.
  3. Tracking and Insurance: Use a service that provides tracking and insurance. We are not responsible for delayed, lost, or uninsured packages.

Refund Processing

Once we receive and approve the return, a refund will be issued within 3 to 7 business days. The refund will be processed back to the original payment method.

  • Please be informed that no refund will be issued for return item(s) that are not return-eligible or do not meet the return requirements listed. 

In-Store Drop-off

  • If you'd like to return your online purchase in-store, please request a special Return Authorization Number (RAN) before bringing the item in. To request your in-store drop-off RAN, contact us via email at customerservice@pointzero.ca.
  • Our team will respond within a reasonable timeframe during working hours. Please note, during peak seasons, there may be a delay due to the high volume of emails—multiple follow-up emails may further increase this volume and delay response times.
  • Stores reserve the right to refuse returns without prior authorization.

Promotional Codes

  • One-Time Use: Promotional codes are valid for one-time use only and must be applied at the time of online purchase. They cannot be combined with other offers or applied to sale items.
  • No Adjustments: Discounts apply to regular priced merchandise only and cannot be applied to past purchases.

Seasonal & Special Sales Events

  • Exchanges Only: During special sales, items are final sale unless there is a manufacturing defect. Exchanges for a different size or color are allowed, if available. Shipping fees may apply for returns and exchanges.
  • No Price Matching: We do not offer price matching on items purchased before the sales event.

Final Sale Items

  • No Returns or Exchanges: Items marked as Final Sale cannot be returned or exchanged under any circumstances.

90-Day Warranty

We offer a 90-day warranty for manufacturing defects on all products purchased online. This includes issues like faulty zippers or seams. The warranty does not cover normal wear and tear or damage caused by improper care. Proof of purchase, including the order number confirmation, is required to process warranty claims.

In-Store Purchases

Purchases made in a physical Point Zero store must be returned to the original store of purchase with proof of purchase. Online returns are not accepted in-store without prior authorization. Please refer to your receipt for the specific return policy applicable to your in-store purchase.

Third-Party Purchases

Items purchased through a third-party retailer or wholesaler must be returned to the original point of purchase to benefit from their return or warranty policies. Our online and social media teams only handle purchases made directly through PointZero.ca.

For third-party purchases, please contact the original retailer for returns or warranty inquiries. We are unable to process returns or warranties for purchases made outside of PointZero.ca.

If you encounter any issues with the return process through a third-party retailer, please contact us at cservice@point-zero.com for assistance. Please note that our online and social media teams are not responsible for issues related to third-party purchases.