Refund policy

Refund & Return Policy

 

At Kapri Gallery, we want you to feel confident when shopping with us. If your purchase is not quite right, eligible items may be returned in accordance with the policy below.

This policy applies to purchases made through kaprigallery.ca.

Return Period

You may request a return within 14 calendar days from the date your order is delivered.

After your return request has been approved, the item must be shipped back within 7 calendar days. Returns sent after this period may be refused.

Return Eligibility

To qualify for a return, the item must:

  • be unworn, unused, unaltered, and in its original condition;
  • show no signs of wear, scratches, damage, odour, resizing, installation, or misuse;
  • include all original packaging, tags, labels, protective coverings, accessories, manuals, authenticity documents, and warranty cards supplied with the item;
  • be returned with proof of purchase, such as the original order number or receipt.

Items that do not meet these conditions may be refused or returned to the customer at the customer’s expense.

Watch Straps and Compatibility

Customers are responsible for confirming the correct watch strap width, buckle size, connector type, and compatibility before placing an order.

Please measure the distance between the watch lugs in millimetres before purchasing. If you are uncertain about compatibility, contact us before ordering and we will be happy to assist.

A watch strap may be returned only if it has not been installed, fitted, bent, trimmed, resized, marked, or worn. Straps showing signs of installation or use are not eligible for return unless they are defective.

Non-Returnable Items

The following items are not eligible for return or exchange:

  • Earrings and pierced jewelry if the hygiene seal or protective packaging has been opened, removed, or broken, except where the item is damaged or defective;
  • engraved, personalized, resized, altered, or custom-made items;
  • special-order items obtained specifically at the customer’s request;
  • gift cards;
  • items clearly marked Final Sale at the time of purchase;
  • items that have been worn, used, installed, damaged, modified, or returned without the original packaging and included materials.

Final-sale status does not limit any rights or remedies that may apply to defective, damaged, unsafe, incorrectly described, or incorrectly supplied products under applicable law.

How to Request a Return

Before sending an item back, email us at info@kaprigallery.ca within the applicable return period.

Please include:

  • your full name;
  • your order number;
  • the item you wish to return;
  • the reason for the return;
  • photos, where relevant.

If your return is eligible, we will provide return authorization and shipping instructions.

Do not send products back without authorization. Unauthorized returns, returns sent to an incorrect address, and cash-on-delivery shipments may be refused.

Return Shipping

For returns made because of a change of mind, an incorrect size selection, compatibility issue, or personal preference, return shipping costs are the customer’s responsibility.

Kapri Gallery will cover reasonable return shipping costs where:

  • the item received is damaged or defective;
  • the wrong item was sent;
  • the item materially differs from the product ordered.

When the customer is responsible for return shipping, we strongly recommend using a tracked and insured delivery service. The customer remains responsible for the return until it is received by Kapri Gallery.

Kapri Gallery is not responsible for return parcels that are lost, damaged, delayed, or delivered to an incorrect address by the customer or shipping carrier.

Inspection and Approval

All returned items are inspected after delivery.

We will notify you by email once the return has been reviewed and advise whether the refund has been approved or declined.

Submitting a return request or receiving return instructions does not guarantee that a refund will be approved. Final approval occurs only after the returned item has been received and inspected.

Refunds

Approved refunds will be issued to the original payment method.

Kapri Gallery generally processes approved refunds within 5 business days after inspection. Your bank, credit card issuer, or payment provider may require additional time, commonly up to 5–10 business days, to post the refund to your account.

Original standard or expedited shipping charges are non-refundable unless:

  • the item arrived damaged or defective;
  • the wrong item was shipped;
  • the refund is otherwise required by applicable law.

Any applicable taxes associated with the refunded item will be refunded in accordance with Canadian tax requirements.

Partial Refunds or Declined Returns

A refund may be reduced or declined where an item:

  • shows signs of wear, installation, alteration, damage, or misuse;
  • is missing packaging, tags, accessories, warranty documents, or other included materials;
  • has been returned outside the approved return period;
  • has lost value because it was handled beyond what was reasonably necessary to inspect it.

If a return is declined, we will contact you with further information. The customer may be responsible for the cost of shipping the item back to them.

Damaged, Defective, or Incorrect Items

Please inspect your order promptly after delivery.

If an item arrives visibly damaged, defective, incomplete, or incorrect, contact us at info@kaprigallery.ca as soon as possible, preferably within 48 hours of delivery.

Please provide:

  • your order number;
  • a description of the problem;
  • clear photographs of the item;
  • photographs of the exterior and interior shipping packaging;
  • a photograph of the shipping label, where relevant.

Do not discard the item or its packaging until we have reviewed your request.

Depending on the circumstances and product availability, we may offer a repair, replacement, refund, or another appropriate remedy.

The requested 48-hour notification period helps us investigate shipping damage and does not limit any non-waivable rights or remedies available under applicable consumer protection law.

Exchanges

We do not currently process direct exchanges through our online return system.

To purchase a different colour, size, style, or model, return the original eligible item for a refund and place a new order.

Replacement products for damaged, defective, or incorrectly supplied orders may be arranged directly by Kapri Gallery where appropriate and subject to availability.

Order Cancellations

To request an order cancellation, contact us as soon as possible at info@kaprigallery.ca.

We cannot guarantee that an order can be cancelled or changed after it has been submitted. Once an order has entered processing, been prepared for shipment, or shipped, it may need to be handled as a return under this policy.

Personalized, engraved, altered, resized, custom, and special-order products cannot be cancelled once production or sourcing has begun.

Promotional Items and Gifts with Purchase

If an order included a complimentary promotional item or gift with purchase, that item must also be returned unused and in its original condition if the return causes the order to no longer qualify for the promotion.

If the promotional item is not returned, its advertised or reasonable retail value may be deducted from the refund where permitted by law.

Gift Purchases

Refunds are issued only to the original payment method used for the purchase.

Gift recipients may contact us for assistance, but we may require the original purchaser’s order information before processing the request. Where available and approved by Kapri Gallery, store credit may be offered instead of a refund to the original payment method.

Manufacturer Warranty

Returns under this policy are separate from any manufacturer warranty that may apply to a product.

Damage caused by normal wear, accidental damage, improper installation, misuse, unauthorized repairs, failure to follow care instructions, or ordinary deterioration may not qualify as a manufacturing defect.

Please refer to our Warranty Policy or contact us at info@kaprigallery.ca for assistance with a possible warranty claim.

Consumer Rights

Nothing in this policy excludes, restricts, or replaces any rights or remedies that cannot lawfully be excluded under the consumer protection laws of Alberta, the federal laws of Canada, or other applicable Canadian laws.

Contact Us

For questions about a return, refund, damaged product, or this policy, contact:

Kapri Gallery
Calgary, Alberta, Canada
Email: info@kaprigallery.ca