Returns & Refunds
This Returns & Refunds Policy applies to purchases from markovax.com (“MarkovaX”), operated by 12852365 Canada Inc., based in Milton, Ontario, Canada. It forms part of our Terms of Service. We want you to be happy with your order — here is how returns and refunds work.
1. Return window
You may request a return within 14 days of the delivery date. Requests made after 14 days may not be accepted, except where required by applicable law.
2. Condition of returned items
To be eligible for a return, an item must be unused, in the same condition that you received it, and in its original packaging, including any tags, accessories, manuals, or free items that came with it. Items returned in a used, damaged, or incomplete condition may be refused or may receive a reduced refund.
3. Non-returnable items
The following items cannot be returned or refunded, except where they arrive damaged, defective, or are not what you ordered:
- Final-sale or clearance items
- Perishable goods
- Personalised or custom-made items
- Open-box items
- Digital downloads
4. How to start a return
Email customer@markovax.com with your order number and the reason for your return. We will review your request and send you return instructions. Please do not ship anything back before receiving authorisation from us — unauthorised returns may not be processed.
5. Return shipping costs
If you are returning an item because you changed your mind or for any reason other than a fault on our side, you are responsible for the return shipping cost. If the item is defective, damaged, or we sent you the wrong item, we will cover return shipping — either by providing a prepaid label or by reimbursing your reasonable return-shipping cost.
6. Refunds
Once we receive and inspect your returned item, we will notify you whether your refund is approved. Approved refunds are issued to your original payment method, normally within 5–10 business days of approval, though the time it takes to appear on your statement depends on your bank or card provider.
Refunds are issued in United States dollars (USD), the currency of your original charge. If your card is denominated in another currency, your bank or card provider sets the exchange rate, so the converted amount you receive back may be slightly higher or lower than what you originally paid. These differences are caused by currency conversion and are outside our control. Original shipping charges are non-refundable unless the return is due to our error.
7. Damaged, defective, or incorrect items
If your order arrives damaged or defective, or you received the wrong item, please contact customer@markovax.com within 7 days of delivery, ideally with photos. We will arrange a replacement or a full refund (including any shipping you paid) at no extra cost to you.
8. International returns and customs
For orders shipped outside Canada, any duties, import taxes, or customs fees you paid on delivery are set and collected by your country’s customs authority, not by MarkovaX. We are unable to refund those charges; you may be able to reclaim them directly from your local customs authority. For non-faulty international returns, you remain responsible for return shipping and any associated charges.
9. Exchanges
We do not offer direct exchanges. If you would like a different item, please return the eligible item for a refund (subject to this Policy) and place a new order.
10. Order cancellations
If you wish to cancel an order, email us as soon as possible at customer@markovax.com. If your order has not yet shipped, we will cancel it and issue a full refund. If it has already shipped, it will be treated as a return under this Policy once you receive it.
11. Contact us
Questions about a return or refund? Contact us at:
MarkovaX — a brand of 12852365 Canada Inc.
Email: customer@markovax.com
Milton, Ontario, Canada