Refund policy

Return and refund policy
Last updated: January 2026

BMAI Canada (“we”, “us”, “our”) wants you to be satisfied with your purchase. This policy explains our return, refund, and exchange rules and does not limit any rights you may have under applicable consumer protection laws.

Related policies (clickable):

Shipping Policy: https://bmai-3.myshopify.com/policies/shipping-policy
Privacy Policy: https://bmai-3.myshopify.com/policies/privacy-policy
Terms of Service: https://bmai-3.myshopify.com/policies/terms-of-service
Contact Information: https://bmai-3.myshopify.com/policies/contact-information

1) Order Cancellation (Self-Serve via Account / Shop App)

If your order has not entered fulfillment (e.g., not packed, no shipping label created, and not handed to the carrier), you can cancel it directly:

From your customer account: Go to Orders → select the order → Cancel
From the Shop App: Open your order → tap Cancel (if available)

When a self-serve cancellation is successfully submitted, the payment will be refunded automatically to the original payment method.

Important: Once an order has entered fulfillment (for example, it has been packed, a label has been created, or it has been handed to the carrier), self-serve cancellation may no longer be available. In that case, the order will be handled under our return/refund process after delivery, unless otherwise required by law.

Refund timing: Cancellation refunds are typically initiated immediately after cancellation is confirmed, but your bank/payment provider may take additional time to post the refund.

2) Return Eligibility (30 days from delivery)

We accept return requests within 30 days of the delivery date (as shown by the carrier tracking).

To be eligible, items must be:

Unworn, unwashed, and unused
In original packaging with tags (where applicable)
Free of stains, odors, damage, or signs of wear

We reserve the right to refuse returns that do not meet these conditions.

3) In-Transit Orders (before “Delivered”)

Orders that are in transit are generally not eligible for return processing until they are marked as “Delivered.”

This does not limit any statutory rights you may have under applicable consumer protection laws. For example, under certain distance sales rules, if goods are not delivered within legally required timelines, a consumer may have the right to cancel and receive a refund within the timeframe required by law.

If a shipment is confirmed lost or significantly delayed, we will work with the carrier to investigate and provide a resolution in accordance with applicable law and this policy. (See also our Shipping Policy: https://bmai-3.myshopify.com/policies/shipping-policy)

4) How to Start a Return (Return Portal + Email | Authorization Required)

You may request a return in either of the following ways:

Option A — Return Portal (recommended):
Log in to your customer account, open Orders, select a Delivered order, and click “Request return.” Follow the prompts to submit your request.

Option B — Email:
Email us at support@bmai.ca with your order number, the item(s) you wish to return, and the reason for return (photos required for defects/damage or incorrect items).

Important: Submitting a return request (through the portal or by email) does not mean it is automatically approved. All returns must be reviewed and approved by BMAI Canada before items are sent back. Returns shipped without authorization may be refused.

If approved, we will provide return instructions (and a return address/label if applicable). Approved returns must be shipped back within 10 days of approval.

5) Return Shipping Costs

Customer-initiated returns (e.g., size, preference): you are responsible for return shipping costs. We recommend using a trackable shipping method.
Our error / defective / incorrect item: we will cover or reimburse reasonable return shipping costs after verification.
Statutory cancellation where the law requires us to cover return costs: we will follow applicable law.

We are not responsible for returns that are lost in transit if you do not use trackable shipping.

6) Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery and contact us within 7 days of delivery if the item is defective, damaged, or incorrect. Include clear photos and your order number. We will evaluate the issue and provide a suitable remedy (replacement, refund, or other solution as appropriate).

(For delivery/packaging issues, please also see our Shipping Policy: https://bmai-3.myshopify.com/policies/shipping-policy)

7) Shipping Issues (Lost or Major Delay)

If tracking shows a shipment is lost, or there is a major delay, we will:

Open an investigation with the carrier; and
Provide a resolution (replacement or refund) once the carrier outcome is confirmed, or as otherwise required by applicable law.

8) Refunds (Inspection + Timeline)

Once we receive and inspect your return, we will notify you of approval or denial.

Inspection timeline: typically within 3 business days after we receive the return.
Refund processing: if approved, refunds are issued to the original payment method within 10 business days after approval. Your bank/payment provider may take additional time to post the refund.

Original shipping fees are non-refundable except where required by law or where the refund is due to our error (e.g., defective item, incorrect item, or a shipment confirmed lost after investigation).

9) Exchanges

At this time, we may offer exchanges on a case-by-case basis depending on stock availability. If you need a different size, the quickest option is often to return the original item (if eligible) and place a new order.