Last updated: July 5, 2026
At Ashford Toronto, we do everything we can to keep our customers satisfied. Still, it may happen that you wish to return a product. Below we explain our return policy clearly. We're happy to help — if in doubt, please contact us first at info@ashfordtoronto.com.
1. How We Operate
Ashford Toronto works on a direct-from-supplier model. To reduce waste and our carbon footprint, we do not hold large amounts of stock ourselves: items not in stock are shipped directly from our supplier (located in China). This means return shipments also need to be sent to our supplier's return address in China.
2. Return Window and How to Start a Return
- You can request a return within 14 days of receiving your item, by emailing info@ashfordtoronto.com.
- A return can only be requested after you have physically received the item.
- Please include your order number and the reason for your return in your request.
- Once approved, we will send you our supplier's return address in China.
3. Conditions for Return
- A valid reason for the return is required.
- Items must be unused, unwashed, undamaged, and in their original condition, with all tags still attached.
- Trying items on is fine; wearing them is not.
- Sale items cannot be returned without a valid reason.
- Deliberately ordering multiple sizes with the intent to return some or all of them is not permitted.
- For hygiene reasons, certain items (such as underwear, swimwear, and jewellery) are excluded from return unless unopened and unused.
4. Return Costs and Process
- Return shipping costs are the customer's full responsibility, including any international shipping and customs fees.
- Items must be returned to our supplier's return address in China.
- The customer is responsible for arranging, paying for, and tracking the return shipment.
- We recommend using a trackable shipping method; without proof of shipment, we may not be able to process your return.
5. A Customer-Friendly Alternative
Because international returns can be costly and time-consuming, we're happy to explore a suitable alternative with you — such as a partial refund or discount — agreed by email on a case-by-case basis. Please contact us at info@ashfordtoronto.com before sending anything back.
6. Defective, Incorrect, or Damaged Items
If something is wrong with your order — for example, the size, fit, or quality — please email us within 14 days of receipt with clear photos and a description of the issue. Without photos and a description, we may not be able to process your claim. We will work with you to find a suitable solution as quickly as possible. This is separate from, and does not limit, any statutory warranty rights described in Section 10 below.
7. Refunds
A refund can only be issued after the item has been received and approved at our supplier's return address in China. Once approved, we will refund the purchase price within 14 days via your original payment method. Original shipping costs are non-refundable.
8. Order Changes and Cancellations
Orders cannot be cancelled once they have entered processing. If you have a question or issue with your order, please contact us first at info@ashfordtoronto.com — we're happy to help resolve it directly before you consider disputing the charge with your bank or card issuer. (This request does not affect any right you may separately have to dispute a transaction under your card issuer's own policies.)
9. Liability
- We are not responsible for packages lost after tracking confirms delivery to the address provided by the customer.
- An incorrectly provided address is the customer's responsibility.
- Address errors must be reported within 24 hours of placing the order, via info@ashfordtoronto.com.
10. Your Statutory Rights
Nothing in this policy limits any non-waivable rights you may have under applicable Canadian federal or provincial consumer protection legislation, including the implied warranty that goods are of merchantable quality and fit for their intended purpose. If a product is defective or not as described, you may be entitled to a repair, replacement, or refund independent of the return conditions above.
If you are a consumer residing in the Province of Quebec, this policy is also subject to the Consumer Protection Act (Quebec). In accordance with this legislation:
- Distance-selling contracts must clearly disclose key information (including price, delivery method, and return conditions) before the sale is completed — which we do via this policy and our checkout page.
- Certain implied warranties under Quebec law (including the legal warranty of quality) cannot be waived or limited by this policy, regardless of any return conditions stated above.
- In accordance with Quebec's Charter of the French Language, this policy, our website, and related consumer communications are available to you in French upon request or via the French-language version of our site.
12. Governing Law
This policy is governed by the laws of the Province of [Provincie, bv. Ontario] and the applicable federal laws of Canada. For consumers residing in Quebec, applicable mandatory provisions of Quebec law will prevail where they conflict with this policy.