Returns and Refunds Policy
The Goodlocal team works hard with our vendor partners to ensure that the items we offer at goodlocal.ca are in good condition, are adequately packaged, and are handled with care during storage and delivery. Despite our efforts, things happen and we’re prepared for that.
We want to ensure that if a customer is unsatisfied with any aspect of their goodlocal.ca experience, our team is able to resolve any issue with speed and professionalism. This Policy is about how we make it easy and risk-free for our customers to shop with us, while ensuring that our vendors are paid in a timely fashion and are treated fairly.
Returns
If you are unsatisfied with the colour, size, quality, function, or condition of any item purchased at goodlocal.ca you are able to return your items for a full refund within the 14 day return period.
We can only accept return requests on the following items:
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- Unused/unworn products (in original packaging)
- Non-perishable items only
- Sealed cosmetics
Steps:
- To request a refund, please click on the chat icon located in the bottom right corner of the screen. Please have these details ready: Order Number, Name and Email
- Select “Help me with an order”.
- Enter your order number.
- Select “I want to return my order”.
- Select “Yes, let’s start a return”.
- Once you’ve requested the return, please return the item to our office at 1041 Erin Street in Winnipeg, MB within 14 days of your delivery or pickup date.
- Hours of Operation:
- Monday-Friday 10 AM – 5 PM
- Saturday and Sunday CLOSED
- Hours of Operation:
- After returning the item, you will receive your refund within 5-7 business days of our response. Response times are between 2-3 days.
- Please note that items purchased with gift cards will have their refund processed on a gift card, but must still be processed manually within the 14 day window. Again, please mention it to us if your payment method was a gift card.
- We will not be refunding delivery fees on orders
Refunds – Missing Items
We apologize if there is anything missing from your GoodLocal order. If this is the case, please reach out to us so we can rectify this situation by following the steps below. If we cannot get the missing item(s) to you, we will make sure you are refunded for the item(s).
Steps:
- To request a refund for a missing item, please fill out the form on our contact page and select Refunds. Please ensure to include your: Name, Email and Order Number.
- You will receive your refund within 5-7 business days of our response. Response times are between 2-3 days.
- Please note that items purchased with gift cards will have their refund processed on a gift card, but must still be processed manually within the 14 day window. Again, please mention it to us if your payment method was a gift card.
- The process is the same for items that arrive damaged but are not returnable items, such as perishable goods – but we do need a detailed description and picture to verify.
- We will not be refunding delivery fees on orders
Exchanges
Due to the nature of our business, Goodlocal is not able to accept exchanges on products purchased at goodlocal.ca. We encourage you to reach out to the vendor directly if you’d prefer to exchange the item rather than accepting a refund.
If you received a different item than what was ordered, we will accommodate you if your chosen product is available in our warehouse within 14 days of the error.
If your delivery is missing an item that is ordered, please let us know within 14 days via e-mail (info@goodlocal.ca).
If the item was missed and we have it in the warehouse, we’ll make it available for you to pick up at our 1041 Erin St. location as soon as we can, or we can make other arrangements (such as sending it with your next weekly order).
If we do not have the item, we will notify you and refund you for the product.