Politique de remboursement

The Corporation of the Town of Cochrane Canadian Polar Bear Habitat is a not for profit organization that uses the proceeds from this store to directly care for the polar bears, the staff and the facilities.  Your purchases help make this possible. Please consider any purchase from this online store to be a final purchase unless the following circumstances are true.

1. The product that is delivered does not match the product you ordered. 

2. The product is damaged at the time of delivery.

3. The product has a serious quality issue with either the print or the product itself. 

If any of these circumstances are true, please contact a representative at customercare@polarbearhabitat.ca .  Please have pictures of the issue ready and keep all original packaging.  Each case will be evaluated on its own merit to determine the best way to determine eligibility for either a refund or replacement depending on the circumstances. This policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a refund or replacement, your item must be unused and in the same condition that you received it.  You must also keep the original packaging especially if it is a shipping damage issue until the issue has been resolved.   

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
- Books
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery

In addition, we regret to say that we will not be accepting returns or exchanges based on sizing issues from third party fulfillment centers.  The reason for this is that the product you ordered was custom made just for you and shipped to your location from a third party.  Due to the COVID-19 Pandemic the retail store is closed to the public so we do not currently have a brick and mortar store to restock that item for resale.  It is our hope that we will be able to open again soon which will allow us to adjust our returns/exchange policy.  Please use size charts when provided for best results or contact customercare@polarbearhabitat.ca to inquire about sizing.   

If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at customercare@polarbearhabitat.ca