Returns and Refunds Policy

Last updated: 2026-07-11

At HiddenAmour, we want you to be completely satisfied with your purchase. This policy describes the conditions under which we accept returns and refunds, and applies to all orders placed through our store, regardless of destination country.

This policy applies to the extent permitted by applicable law. If the consumer protection laws of your country of residence grant you rights greater than those described here (for example, longer withdrawal periods or legal conformity guarantees), those rights will always prevail over any conflicting provision of this policy.

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1. Return Period

We offer a 15-calendar-day period from the date of receipt of the product to request a return.

Exception — European Union: If your order is shipped to a country in the European Union, you have the right, under Directive 2011/83/EU, to withdraw from your purchase within 14 calendar days of receiving the product, without needing to justify your decision. This right applies regardless of anything else stated in this policy and cannot be reduced or eliminated.

2. Conditions to Accept a Return

For your return to be accepted, the product must meet all of the following conditions:

• Be in the same condition in which it was received: unused, showing no signs of wear, damage, or odors (perfume, smoke, etc.) caused by the customer.
• Have all original tags attached.
• Be in its original packaging, in condition suitable for resale.
• Be accompanied by the receipt, order number, or proof of purchase.

We reserve the right to reject any return that does not meet these conditions, or that is received after the stated deadline. In such cases, the product may be returned to the sender at their expense, or held until the issue is resolved with the customer.

3. Return Request Procedure

1. Contact us at hiddenamourgc@gmail.com with your order number and the reason for the return.
2. If your request is approved, we will provide instructions and, if applicable, a shipping label.
3. Returns sent without prior authorization will not be accepted. Packages received without following this process may be refused or returned to sender without a refund.

Return address: 414 Avenue Victoria, Apartment 14, Westmount, Quebec, H3Y 2R2, Canada

4. Return Shipping Costs

• If the return is due to customer's change of mind (buyer's remorse, size, personal preference, etc.), return shipping costs will be borne by the customer, unless the applicable law in their country states otherwise.
• If the return is due to our error, a manufacturing defect, or damage during transport, we will cover the shipping costs for the return and the corresponding reshipment or refund.

5. Defective, Damaged, or Incorrect Products

Please inspect your order immediately upon receipt. If the product arrives defective, damaged, or if you received the wrong item, contact us right away at hiddenamourgc@gmail.com.

We reserve the right to request photographs and/or a video of the product and its packaging before approving any return or refund for damage, defect, or shipping error. This evidence allows us to properly assess the issue and speed up the resolution.

6. Personalized Products

Personalized products (for example, items engraved with names, dates, or other elements requested by the customer) are not eligible for return due to change of mind, given their unique, made-to-order nature.

However, these products are covered if they present a manufacturing defect or an error attributable to us (for example, an engraving that does not match what was requested). In these cases, we will offer repair, replacement, or refund, as appropriate.

7. Sale or Promotional Items

Products purchased at a discount or on promotion follow the same conditions of this policy regarding defects or shipping errors. However, returns due to change of mind are not accepted on items marked as "final sale" or "no returns," unless the law of your country states otherwise.

8. Gift Cards

Gift cards are non-refundable and cannot be exchanged for cash, unless applicable law requires otherwise.

9. Partial Refunds

Where permitted by applicable law, we may apply a partial refund if the returned product shows signs of use, handling, or loss of value beyond what is necessary to verify its nature, characteristics, or functioning.

10. Refund Timeline and Method

Once we receive and inspect your return, we will notify you whether the refund has been approved. If so:

• The refund will be processed within a maximum of 10 business days.
• It will be issued through the same original payment method used for the purchase (Shopify Payments, PayPal, or credit/debit card), never to a different method.
• Please note that your bank or card issuer may take additional time to reflect the refund. If more than 15 business days have passed since approval and you still haven't received it, please contact us before opening a dispute with your bank — most issues can be resolved directly with us more quickly.

11. Exchanges

The fastest way to get what you want is to return the item you have and, once the return is approved, make a separate purchase for the new item.

12. Non-Returnable Items

In addition to personalized products, we do not accept returns of:

• Perishable goods.
• Personal care or hygiene products, once opened.
• Hazardous materials, flammable liquids, or gases.
• Gift cards.

13. Precedence of Consumer Legal Rights

Nothing in this policy limits, replaces, or restricts the rights that mandatory consumer protection laws in your country of residence may grant you, including legal conformity guarantees, withdrawal rights, or other protections. In the event of a conflict between this policy and such laws, the applicable law will always prevail.

14. Contact

For any questions related to returns or refunds, please write to us at hiddenamourgc@gmail.com.