Refund policy
Last updated: November 3, 2026
30-day returns
We want you to love your purchase. You can return most items within 30 days of receiving them for a refund.
To be eligible, items must be unused, in the same condition you received them, and in their original packaging, with proof of purchase.
Right of withdrawal (EU and UK customers)
If you live in the European Union or the United Kingdom, you have the legal right to withdraw from your purchase within 14 days of receiving your order, without giving any reason. To exercise this right, email us a clear statement of your decision at support@neverflat.ca. This legal right is in addition to our 30-day return policy and is not limited by it.
We will refund all payments received from you, including the standard delivery cost, no later than 14 days after we are informed of your decision. We may withhold the refund until we have received the goods back or you have supplied proof of having sent them back, whichever is earliest. You only bear the direct cost of returning the goods, unless the item is defective.
How to start a return
Contact us at support@neverflat.ca with your order number. We will send you the return address and instructions. Items sent back without first contacting us cannot be accepted.
Damaged, defective or wrong items
Please inspect your order on arrival. If an item is defective, damaged or not what you ordered, contact us within 14 days with your order number and a photo or video of the issue. We will send a free replacement or a full refund, at no cost to you.
Refunds
Once we receive and inspect your return, we will email you to confirm whether your refund is approved. Approved refunds are issued to your original payment method. Depending on your bank, it can take a few business days for the refund to appear.
Exchanges
The fastest way to get a different item is to return the one you have and place a new order.
Questions
Contact us anytime at support@neverflat.ca.