Refund policy
Returns & Exchanges Policy
Last updated: December 23, 2025
This policy applies to orders shipped to Canada, the United States, Europe, the United Kingdom, and Oceania, unless local laws provide additional rights.
Standard 30-day return policy
Outside of the holiday window, we have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Holiday Refund & Exchange Policy
Our extended holiday return window is designed to make gift-giving easier.
* Which orders qualify?
Eligible items purchased between November 1, 2025 and January 1, 2026 (inclusive) qualify for our holiday return window.
* How long do I have to return?
Holiday purchases from that period can be returned or exchanged up until January 31, 2026.
* What about orders outside those dates?
Orders placed before November 1, 2025 or after January 1, 2026 follow our standard 30-day return policy.
Items returned after their applicable window (holiday window or 30 days) are not eligible for a refund or exchange.
Eligibility
To be eligible for a return or exchange:
* Items must be in the same condition you received them:
* Unworn and unused
* Tags attached or visible print intact
* In the original packaging (when applicable)
* Items must be clean and free of pet hair, stains, odours, or visible wear (including not having been washed).
A receipt or proof of purchase is required.
If a returned item does not meet these conditions, it will not be eligible for a refund or exchange and may be sent back to you.
Final sale & non-returnable items
The following items are final sale and cannot be returned or exchanged:
* Any items clearly marked as final sale or clearance on the product page
* Products that are permanently marked down (for example, prices ending in .99)
* Charity items where proceeds are donated
* Custom or personalized products
* Gift cards
* Hazardous materials, flammable liquids, or gases
If you’re unsure whether a specific item is returnable, please contact us before purchasing.
Where your order was purchased
Our warehouse can only process returns for items purchased directly from Salty DNA’s online store or official Salty DNA stores (trailers or pop-up stores).
* Online purchases (saltydna.ca): handled through this policy.
* Retail partners / third-party stores: Items bought from other retailers must be returned according to that store’s return policy and cannot be returned to us online.
How to start a return or exchange
To request a return or exchange, please use our Returns Portal:
https://saltydna.ca/apps/return_prime
* Follow the steps in the portal to submit your return/exchange request.
* Our team will review your request to confirm eligibility.
* If your request is accepted, you will receive an email with your return instructions and shipping label (if applicable).
* Print the label, attach it to your package, and drop it off at the carrier indicated on the label (typically Canada Post).
Items sent back without first requesting a return will not be accepted.
Return address (warehouse):
Salty DNA
1525 Water Street
Miramichi, NB E1N 3Y9
Canada
For any questions, contact orders@saltydna.ca.
Return fee, shipping costs & refused packages
A return fee applies to all returns and exchanges to help cover the shipping cost of sending the item back to our warehouse, as outlined in our policies. The fee (and how it is applied) will be shown during the return/exchange process in the Returns Portal.
Restocking fee (changed my mind): If your return reason is “Changed my mind”, a 5% restocking fee will be deducted from your refund. This fee applies to the returned item(s) value and will be shown during the return process where applicable.
Exceptions apply only for damaged items. If your item arrived damaged or defective, please submit your request in the Returns Portal and include photos so our team can review and assist. When approved as damaged, return-fee exceptions may apply.
All original shipping costs (if applicable) are non-refundable.
If you refuse a parcel at delivery and it is returned to us by the carrier, any return shipping or carrier fees may be deducted from your refund.
Contact information requirement (in-store purchases)
For in-store purchases, if you did not provide contact information at checkout, we cannot process a return or refund unless you provide your original receipt that includes your order number.
Without the receipt and order number, we’re unable to locate the transaction and cannot process the return or refund. (Online orders already include this information.)
This requirement does not limit any rights you may have under applicable consumer protection laws. We handle your information in accordance with our Privacy Policy.
Damages and issues
Please inspect your order upon delivery and contact us right away if:
* An item arrives defective or damaged, or
* You receive the wrong item.
We’ll review the situation and work with you to make it right.
Exchanges
If you’d like to exchange an item, please submit an exchange request through the Returns Portal.
Important: For exchanges, the original item must be returned to our warehouse and inspected by our team before the replacement item will be shipped.
Ordered the wrong item (size/color/product): If the exchange is requested because the customer ordered the wrong item, the customer is responsible for both (1) the return shipping cost to send the item back to our warehouse, and (2) the shipping cost to send the replacement item out. These costs will be presented during the exchange process in the Returns Portal.
For approved exchanges processed through our return system, the return fee applies (unless the item is approved as damaged). In other exchange cases (not ordered-wrong-item), we cover the cost of shipping the replacement out to you once the exchange is approved after inspection.
European Union 14-day cooling-off period
If your order is shipped into the EU, you have the right to cancel or return your order within 14 days, for any reason and without justification.
To be eligible:
* Items must be in the same condition as received (unworn/unused, with tags, in the original packaging).
* Proof of purchase is required.
This statutory right applies in addition to any other return rights described in this policy.
Return processing, refunds & credit options
Once your return arrives at our warehouse:
* Our team will inspect your item(s) and review the request.
* If we are unable to fulfill your request (for example, if the item is not eligible), we will contact you.
* If your return is approved, you can choose one of the following refund/credit options (as available in the Returns Portal):
* Original payment method (refunds typically take 3 to 5 business days depending on your bank)
* Gift card (issued instantly)
* Store credit (issued instantly)
Please allow:
Approximately 1 week for us to process your return in our warehouse after it has been delivered to us.
3 to 5 business days after approval for refunds to appear on your original payment method (timing depends on your bank or credit card company).
If more than 15 business days have passed since your return was approved and you still haven’t seen your refund, please contact us at orders@saltydna.ca.