Return policy

Important note before exchanging or returning your UNDZ purchase

Your item must be returned for exchange or return within 30 days of receiving the product. Note that your purchase must not have been worn, used, or washed. If we receive a return that is not in its original condition, we will not be able to accept it and will have to return it at your expense.

Procedure for returning or exchanging UNDZ products

1 - Make sure to meet the following criteria before proceeding with the return or exchange:

You have 30 days after receiving your order to return your purchase for an exchange.

• The item must be in its original condition.
• The item must not have been worn, washed, or used.
• The item must be in its original packaging.
• Final sale items (clearance) cannot be returned.

We will not accept your exchange if you do not meet these criteria.

2 - On a piece of paper, write the following information:

• Order number
• Customer's name
• Email address
• EXCHANGE or RETURN

Note: You will only be able to exchange for an item in stock when you place your new order.

3 - Prepare a package with your item and the paper

Tip: Use an envelope, not a box, for lower shipping costs.

4 - When your package is ready, go to your local post office to send it back to us either via CANADA POSTor UNITED STATES POSTAL SERVICE (USPS).

Tip: Get a tracking number! We are not responsible if the package gets lost. Do not use UPS / FEDEX / DHL to send your package!!

5 - When we receive your package at our warehouse, we will send you an email with instructions to order the desired new item(s).

Return of defective, damaged, or incorrect products

It is the customer's responsibility to inspect the merchandise upon receipt. For a product that does not match the invoice, please contact us within 7 days of receiving your merchandise at orders@undz.ca

Include photos of the product in question and your order number in your email. We will contact you within 24 to 48 hours and proceed with the replacement of your item at no additional cost.

Return processing times

Returns are typically processed within a maximum of 3 days. It is only after acknowledging receipt of the package and verifying that the contents are in perfect condition that we can begin the return process and contact you by email if it is an exchange. During peak periods and promotions, the return process following receipt of the merchandise can take up to 5 business days. You will receive an email when the return is processed. From that moment, please allow two to five business days to receive the refund on your payment method used at the time of purchase. 

For any questions, please contact us at orders@undz.ca

To ensure the prompt processing of your request, please do not send multiple requests one after the other, as we respond to requests in chronological order. Sending multiple emails could unfortunately delay the response time to more than 48 hours.