Return & Refund Policy

Last updated: 26 July 2026

This policy explains when and how you can return products bought from SortaHub and how refunds are handled. Consumer purchases also carry rights under Ontario's Consumer Protection Act and other applicable law, which this policy does not limit.

1. Return window

You may request a return of eligible products within 30 days of delivery. To be eligible, items must be unused, in resalable condition, and in their original packaging, unless the item is faulty or not as described.

2. Non-returnable items

• Custom, personalised, or special-order items.
• Hygiene, food, or perishable goods once opened or where a seal is broken, for health and safety reasons.
• Clearance items sold "as is", where stated.

These exclusions do not apply where an item is faulty, damaged on arrival, or not as described.

3. Faulty, damaged, or incorrect items

If you receive a product that is faulty, damaged in transit, or not what you ordered, contact us promptly (ideally within 7 days of delivery) with your order number and photos. We will arrange a replacement, repair, or refund at no cost to you, including return shipping where applicable.

4. How to start a return

Email info@sortahub.com with your order number and the items you wish to return. We will provide return instructions and, where applicable, a return address. Please do not send items back before receiving instructions.

5. Return shipping costs

For change-of-mind returns of eligible items, you are responsible for return shipping and the item must reach us in resalable condition. For faulty, damaged, or incorrect items, we cover return shipping.

6. Refunds

Once we receive and inspect the return, we will notify you of approval. Approved refunds are issued to your original payment method (or by EFT/Interac where appropriate) within a reasonable time, typically within 5–10 business days of approval. Original shipping charges are non-refundable except where the return is due to our error or a faulty item. Restocking fees, if any, will be disclosed before you return an item.

7. Exchanges

The fastest way to exchange an item is to return the original (per this policy) and place a new order.

8. B2B / bulk orders

Business and bulk orders may be subject to specific return terms agreed at the time of sale; see our B2B Terms of Sale.