Refund policy

1. 30-day return window

You have 30 days from the receipt of your order to return an item. After this period, we unfortunately cannot accept the return. We encourage you to try your items promptly to check the size and the conformity of your order.

2. Items in new condition

To be eligible for a return or an exchange, items must be in new condition: unworn, unwashed, unaltered, free of any signs of wear and accompanied by their original packaging and all their tags. Footwear must have been tried on indoors only and be returned in its intact original box.

3. Free size exchange

We know a good fit makes all the difference. That is why we offer a free size exchange on eligible items: if your item is not the right shoe size or clothing size, we will send you the correct size at no additional shipping cost. To start an exchange, contact our customer service.

4. Refund timeframe

Once your return is received and inspected, we confirm its acceptance by email. The refund is then issued to the original payment method within 5 to 10 business days. Processing time may vary depending on your financial institution or your payment provider. Taxes paid are refunded; initial shipping charges, if any, are non-refundable.

5. Exceptions

Certain items cannot be returned or refunded for reasons of hygiene, safety or customization. In particular, the following are excluded:

• Customized items (embroidery, screen printing, addition of a logo or a name).
• Underwear, socks and other items worn against the skin, for hygiene reasons.
• Sale or clearance items, except in the case of a manufacturing defect.
• Items that have been worn, washed, altered or damaged.

6. Defective items

If you receive a defective, damaged or incorrect item, contact us as soon as possible. We will handle the replacement or refund, including return shipping, after verification. Manufacturing defects are also covered by our warranty.

7. How to proceed

To start a return or an exchange, write to us at info@autravail.ca or call us at (450) 378-2785, ext. 226 with your order number. Our team will send you the steps to follow.