Return & Refund Policy

Last updated: May 14, 2026

At Vanorelle, your satisfaction is our priority. If a mirror isn't quite right for your space, you have a clear, transparent return process — aligned with Canadian consumer protection standards.

Avis aux résidents du Québec:

Les résidents du Québec peuvent demander une version française de cette politique en nous contactant à support@vanorelle.com.

1. Return Window (30 Days)

  • We offer a 30-day return policy from the date your order is delivered.
  • If more than 30 days have passed since delivery, we are unable to offer a refund or exchange.

2. Item Condition & Eligibility

To be eligible for a return, your item must:

  • Be in the same condition as you received it — unused, undamaged, and unaltered.
  • Show no scratches, mounting marks, or modifications (such as drill holes).
  • Be returned in its original packaging and protective materials (box, foam, corner guards) to prevent damage in transit.
  • Include your order number or proof of purchase.

Vanorelle reserves the right to deny returns that do not meet these conditions.

3. Return Shipping Costs

  • For defective, damaged, or incorrect items, return shipping is 100% free. We will email you a prepaid return shipping label.
  • For change-of-mind returns, the customer is responsible for return shipping costs.
  • No restocking fees are charged on approved returns.

4. How To Start a Return

Returns must be approved before you ship anything back. Items returned without prior authorization may experience delays or may not be accepted.

To start a return:

  1. Email us at support@vanorelle.com within 30 days of delivery, with your order number and reason for return.
  2. Our team will review your request and, if approved, email you return instructions (and a prepaid label, where applicable).
  3. Repack the mirror in its original packaging with all protective materials.
  4. Drop off the package at the carrier location indicated on your return label or instructions.

5. Refund Processing

  • Once we receive and inspect your return, we will email you to confirm whether your refund is approved.
  • Refunds are issued to your original payment method (credit card, PayPal, etc.).
  • Processing typically takes up to 10 business days from approval, depending on your bank or payment provider.

6. Damaged, Defective, or Incorrect Items

Glass is fragile, and despite our reinforced packaging, breakage during transit can occasionally happen.

If your mirror arrives broken, defective, or you received the wrong item, please contact us within 48 hours of delivery — do not ship it back yet. Email support@vanorelle.com with:

  • Your order number
  • A description of the issue
  • Clear photos of the damage or defect (and of the outer packaging, if relevant)

Once we've reviewed, Vanorelle will offer one of the following:

  • A free replacement
  • A full refund
  • Store credit
  • Another appropriate resolution

In many cases, you will not need to return the broken item — we'll let you know when you contact us.

7. Non-Returnable Items

The following items are not eligible for return:

  • Custom or made-to-order mirrors
  • Final-sale items clearly marked as non-returnable at the time of purchase
  • Gift cards
  • Items that have been used, installed, or altered
  • Items returned without their original packaging or protective materials

8. Provincial Consumer Protection

This policy is offered in addition to, and does not limit, your rights under applicable Canadian federal and provincial consumer protection laws, including the British Columbia Business Practices and Consumer Protection Act, the Quebec Consumer Protection Act, and equivalent legislation in other provinces and territories. Nothing in this policy excludes or restricts any non-waivable consumer rights you may have.

Shipping Information

  • Orders are processed within 2–3 business days.
  • After shipment, delivery within Canada typically takes 4–9 business days.
  • Estimated total delivery time: 6–12 business days.
  • Remote regions and territories may require additional time.

Customer Support

For any return-related questions, contact our Canadian team:

Hours:

  • Monday – Friday: 9:00 AM – 5:00 PM PST
  • Saturday – Sunday: 11:00 AM – 4:00 PM PST
  • Statutory Holidays: Closed

We aim to respond to all inquiries within 24 hours.

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