Returns and Refund Policy
Last updated: August 3, 2026
At Westmount Row, we want you to feel confident and comfortable when shopping with us.
This Returns and Refund Policy explains how returns, refunds, exchanges and our 30-day money-back guarantee work for purchases made through westmountrow.com.
30-Day Money-Back Guarantee
We offer a 30-day money-back guarantee, subject to the eligibility requirements and exclusions described in this policy.
If you are unhappy with your order or something is not quite right, please contact us within 30 days of receiving your order.
To request a return, email us at:
Please include:
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Your full name;
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Your order number;
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The email address used to place the order;
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The item or items you wish to return;
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The reason for the return;
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Clear photographs if the item is damaged, defective or incorrect; and
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Any additional information that may help us review your request.
Our customer service team will review your request and provide the next steps.
Return Approval
Please do not return any items before contacting us.
All returns must first be requested and approved by Westmount Row by email. Returns sent without prior approval may not be accepted or refunded.
If your return is approved, we will provide:
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The applicable return instructions;
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The correct return address; and
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Any other information required to complete the return.
Some approved returns may need to be sent directly to our supplier or fulfilment partner. This return location may be outside Canada, including in China.
Please do not send your return to the address shown on the original parcel unless our customer service team specifically instructs you to do so.
Return Shipping Costs
For change-of-mind returns, incorrect size selections or items that are no longer wanted, the customer is responsible for arranging and paying the return shipping costs.
If the approved return address is located outside Canada, including in China, the customer is responsible for the applicable international return shipping costs.
If an item is confirmed to be damaged, defective or incorrect, we will work with you to provide an appropriate solution. Where a physical return is required, responsibility for the return shipping costs will be determined in accordance with the circumstances and applicable consumer protection laws.
Original shipping charges, where applicable, are generally non-refundable unless required by law or confirmed otherwise by Westmount Row.
Tracked Return Shipping
Approved returns must be sent using a tracked shipping service.
After sending the return, you must provide us with:
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The name of the shipping carrier;
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The return tracking number; and
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A photograph or copy of the shipping receipt where requested.
A refund can only be completed after the returned parcel has been delivered to and inspected by the supplier or designated return location.
If a return is lost during transit and delivery cannot be confirmed, we may be unable to issue a refund. Customers are responsible for retaining their tracking information and contacting the return carrier regarding lost return shipments.
Condition of Returned Items
To qualify for a return, the item must generally be:
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Unworn;
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Unwashed;
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Unused;
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In its original condition;
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Free from damage caused after delivery; and
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Returned with the original tags and packaging where reasonably possible.
Items showing signs of wear, washing, use, perfume, smoke, stains, makeup, pet hair, damage or alterations may not be accepted.
Westmount Row reserves the right to refuse a return when the item does not meet these conditions, subject to applicable consumer protection laws.
Items That May Not Be Eligible for Return
The following items may not qualify for change-of-mind returns:
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Gift cards;
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Final-sale items where this was clearly stated before purchase;
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Personal, intimate or hygiene-related products;
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Items that have been worn, washed, altered or used;
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Items returned after the applicable return period;
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Items returned without prior approval; and
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Items that do not meet the return conditions described above.
These exclusions do not apply where they would conflict with rights or remedies that cannot legally be excluded.
Damaged, Defective or Incorrect Items
Please inspect your order promptly after delivery.
If an item arrives damaged, defective or different from what you ordered, contact us as soon as possible at:
Please include:
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Your order number;
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A clear description of the issue;
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Photographs showing the complete item;
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Close-up photographs showing the damage or defect; and
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Photographs of the packaging and shipping label where relevant.
Please do not discard the item or packaging while your request is being reviewed.
We will assess the information and work with you toward an appropriate solution, which may include a replacement, refund or another remedy depending on the circumstances and applicable law.
Applicable Canadian Consumer Rights
Nothing in this policy excludes, restricts or overrides any rights or remedies that cannot legally be excluded under applicable Canadian federal, provincial or territorial consumer protection laws.
Consumer rights may vary depending on the province or territory in which you live. Where this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.
Refund Processing
Once your returned item has been received and inspected, we will notify you by email whether the refund has been approved.
If approved, the refund will be issued to the original payment method used for the purchase.
Please allow additional time for your bank, credit card provider or payment provider to process and display the refund. Processing times are controlled by the relevant payment provider and may vary.
Westmount Row is not responsible for payment-provider processing delays after the refund has been issued.
Exchanges
Depending on the product and available inventory, we may offer:
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An exchange for another size or colour;
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A replacement item;
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Store credit; or
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Another appropriate solution.
To request an exchange, contact us at:
Please include your order number and the item, size or colour you would prefer. We will review your request and confirm which options are available.
Do not return the original item until you have received our return instructions.
Order Cancellations
If you need to cancel your order, contact us as soon as possible at:
If the order has not yet been processed or dispatched, we will make reasonable efforts to cancel it.
Once an order has entered processing or has been dispatched, cancellation may no longer be possible. If the order has already shipped, you may need to follow the normal return procedure after receiving it.
Contact Us
For questions regarding a return, refund, exchange or cancellation, contact us at: