Refund policy

Returns and refunds at a glance

Return conditions

• Return the item in the condition in which you received it, without new damage from a drop, breakage or contact with liquid.
• Include the accessories supplied with the device, such as the cable and box.
• Opened and used accessories, such as cases and screen protectors, cannot be returned.
• Reset the device and remove it from your account using the instructions below. Otherwise, we cannot process it.

How to return an item in 3 steps

1. Submit your return request online. Sign in to your account using the email address on your order. Open the order, select the return button, choose the item and reason, then submit your request. You will receive an email confirming that we have received it.
2. Reset your device. Follow the instructions for your model below.
3. Ship the parcel. Once your request is accepted, we will email you a prepaid Purolator label. Pack the device securely, ideally in its original packaging, attach the label and drop the parcel off at a Purolator shipping location. Use only the label we provide.

Cannot sign in or find the return button? Email hello@shoptopnotch.ca with your order number and we will open the request for you.

Reset your phone before shipping it back

Why? A device linked to your Apple, Google or Samsung account remains locked. We cannot inspect it or issue your refund while it is locked.

Before you start: back up your photos and data, then remove your SIM card.

iPhone

Step A: turn off Find My

1. Open Settings.
2. Tap your name at the top.
3. Tap Find My, then Find My iPhone.
4. Turn off Find My iPhone and enter your Apple ID password.

Step B: erase your iPhone

1. Open Settings > General > Transfer or Reset iPhone.
2. Tap Erase All Content and Settings.
3. Enter your passcode and Apple ID password if prompted.
4. The device is ready when the Hello screen appears.

Samsung

Step A: remove your accounts

1. Open Settings > Accounts and backup > Manage accounts.
2. Tap your Google account, then Remove account.
3. Repeat these steps for your Samsung account.

Step B: reset your phone

1. Open Settings > General management > Reset.
2. Tap Factory data reset, then Reset.
3. The device is ready when the welcome screen appears.

Google Pixel

Step A: remove your Google account

1. Open Settings > Passwords & accounts.
2. Tap your Google account, then Remove account.

Step B: reset your phone

1. Open Settings > System > Reset options.
2. Tap Erase all data (factory reset).
3. The device is ready when the welcome screen appears.

Already shipped your device without resetting it?

Here are the remote account steps for your device:

If your device arrives locked, we will contact you. If you take no action within one month, the device will be shipped back to you and your refund request will be cancelled.

Refunds

• We inspect the item as soon as it arrives and confirm your refund by email.
• Your refund is issued within 10 business days after we receive your return. Your financial institution may take a few additional days to display it.
• We do not deduct return shipping or restocking fees.
• Shipping charges paid with the original purchase are not refunded for a change-of-mind return. They are refunded if the item is defective or we made an error.
• More than 15 business days since we received your return, without an update? Email hello@shoptopnotch.ca.

Exchanges

To get a different model, colour or storage capacity quickly, return your item for a refund and place a new order for the item you want.

Damaged, incomplete or incorrect orders

Inspect your order when it arrives. If the device is damaged, something is missing or you received the wrong item, email us within 15 days after delivery with your order number and a photo. We will correct the problem at no charge.

12-month device warranty

All our devices include a 12-month warranty covering parts and labour. See our phone condition grades and warranty page for details.