DenizDesign.ca – Refund and Returns Policy

Last Updated: March 4, 2026

At DenizDesign, we strive to provide high-quality personalized products and exceptional service. Because our items are custom-made specifically for you, our Return and Refund policies differ from standard retail stores. Please read the following terms carefully.

1. Returns

Custom & Personalized Items: Due to the nature of personalized products (custom names, logos, or designs), we cannot accept returns or exchanges unless the product is defective or an error was made on our part. These items are created specifically for your order and cannot be resold.

Non-Custom Items: For items that are NOT personalized (e.g., standard stock designs):

• You have 14 days from the date of delivery to request a return.
• To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.
• Return Shipping: Customers are responsible for paying their own shipping costs for returning non-defective items. Shipping costs are non-refundable.

2. Damaged, Defective, or Incorrect Items

If we made a mistake or if your order arrived damaged, we will fix it immediately.

• Reporting Window: Please inspect your order upon reception and contact us within 48 hours if the item is defective, damaged, or if you receive the wrong item.
• Proof Required: You must provide your order number and clear photos of the damage or the error to contact@denizdesign.ca.
• Resolution: We will evaluate the issue and, if approved, we will send a replacement at no extra cost to you. In cases where a replacement is not possible, a full refund will be issued.

3. Non-Returnable Situations

We cannot accept returns or offer refunds in the following cases:

• Spelling or Design Errors: Errors made by the customer during the design or ordering process (e.g., typos, low-resolution images provided).
• Size/Color Selection: Items ordered in the wrong size or color by the customer. Please consult our size charts before ordering.
• Sale Items: Items purchased during a clearance or “Final Sale” event are not eligible for return or refund.

4. Exchanges

The fastest way to ensure you get what you want is to return the item you have (if it is a non-custom item), and once the return is accepted, make a separate purchase for the new item. We do not offer direct exchanges for custom products.

5. Refunds

Once we receive and inspect your return (for non-custom items) or approve your claim (for defective items):

• We will notify you of the approval or rejection of your refund.
• If approved, your refund will be processed automatically to your original payment method.
• Timing: Please remember it can take 5-10 business days for your bank or credit card company to process and post the refund.

6. Shipping & Lost Packages

• Undeliverable Addresses: DenizDesign is not responsible for lost or returned packages due to incorrect addresses provided by the customer.
• Stolen Packages: Once a package is marked as “Delivered” by the carrier, we are no longer responsible for its security. We recommend shipping to a secure location.

7. Governing Law and Jurisdiction

In the event of any dispute, claim, or controversy arising out of or relating to these policies, your use of the website, or the purchase of any products from DenizDesign.ca, the following terms apply:

• Governing Law: These policies and any separate agreements shall be governed by and construed in accordance with the laws of the Province of Ontario and the federal laws of Canada applicable therein.
• Jurisdiction: You agree that any legal action or proceeding shall be brought exclusively in the courts located in the City of Toronto, Ontario, Canada. By using this website, you waive any objection to the laying of venue in such courts and any claim that such courts are an inconvenient forum.

Contact Us

For any questions regarding returns or refunds, please contact our support team: Email: contact@denizdesign.ca Business Hours: Mon-Fri, 9 AM – 5 PM EST