Refund policy

Last updated: October 2026.

Most unopened products can be returned within 30 days of delivery (14 days for computers, laptops, phones, tablets, e-readers and drones). Some products have special rules, listed below.

30-day returns (unopened)

If you change your mind, you may return any unopened product in its original packaging within 30 days of delivery (14 days for computers, laptops, phones, tablets, e-readers and drones) for a refund of the product price, less a 20% restocking fee. The item must be unused and in resaleable condition.

  • Return shipping is the customer's responsibility.
  • The original shipping charge is non-refundable on change-of-mind returns.

Products we can't take back once opened

For hygiene, safety or copyright reasons, or because they are used up, the following products can be returned only if their packaging is unopened and sealed. Once opened, they can't be returned for a change of mind (the 50% option below does not apply to them):

  • Ink, toner, ribbons and label tape
  • Paper, labels and writing instruments (pens, markers, pencils and refills)
  • Art and craft supplies (paints, inks, modelling clay, glue)
  • Cleaning products and chemicals
  • Batteries
  • Filters (water, air, vacuum) and other replacement consumables
  • Food-service disposables (cups, plates, cutlery, bags)
  • Headphones, earbuds, headsets, virtual reality headsets, smart rings and smart glasses
  • Microphones, karaoke equipment, wind instruments and instrument consumables (strings, reeds)
  • Video games, movies, music (DVD, Blu-ray, CD, vinyl) and software
  • Memory cards, blank media and photo film
  • Computer components and upgrades
  • Personal care, beauty, grooming and cosmetic products
  • Health and medical devices (thermometers, monitors and similar)
  • Baby, nursery and maternity products, including feeding and teething items
  • Pet food, treats, litter and grooming products
  • Mattresses, pillows and bedding
  • Fitness equipment
  • Beverage dispensers and soda machines with compressed gas

Final sale: products that can't be returned

The following products can't be returned or exchanged, even unopened, unless they arrive defective or we shipped the wrong item:

  • Food, drinks, candy, coffee pods, vitamins and supplements
  • Underwear, lingerie, swimwear, socks and hosiery
  • Earrings and other pierced jewellery
  • Personal protective equipment (masks, gloves, respirators) and first-aid kits
  • Gift cards, prepaid cards and digital downloads, codes or subscriptions
  • Trading and collector cards, blind bags and mystery packs
  • Magazines and periodicals
  • Hazardous materials: products that contain flammable liquids or gases, aerosols, fuel, motor oil, paint thinners, fireworks and bear spray
  • Prescription and diabetic products, hygienic medical equipment, breast pumps, family planning and sexual wellness products
  • Infant and child car seats and booster seats
  • Products that are customized, personalized, engraved, tinted, or cut to length
  • Clearance, open-box, as-is and final-sale items, as marked on the product page
  • Seasonal and holiday products
  • Live plants, seeds and animals

Conditions for some products

  • Clothing, shoes, bags, linens and bedding: unworn, unwashed, with the original tags attached.
  • Furniture: unassembled, in the original packaging.
  • Phones, computers, tablets, e-readers, wearables and smart devices: all personal data removed and security locks (such as Activation Lock or Factory Reset Protection) turned off; otherwise we can't accept the return.
  • Bikes, e-bikes, scooters and fuel-powered equipment: never assembled, ridden or fuelled.
  • Bundles and free gifts: a free gift must be returned with the product it came with; if you return part of a bundle, the items you keep are charged at their regular price.
  • Serial numbers and UPC codes: products returned without their original serial number or UPC can't be accepted.
  • Large or heavy items: contact us first to arrange the return shipment, which is at your cost.

Items returned used or damaged

Products returned opened, used, damaged, or missing their original packaging are not in resaleable condition. In those cases a 50% restocking fee applies, or we may decline the return.

Defective or incorrect items

If your product is defective, or we shipped the wrong item, we'll make it right at no cost to you, including return shipping. Products are covered by their manufacturer's warranty, and we help you with the claim.

How to start a return or claim

Reach us through our Contact page or email sales@novalinx.ca with your order number, the item, the reason for the return and, for a defective or damaged item, a photo and the serial number if it has one.

Once we approve the return, we'll send you a return authorization number and the return address. Our products ship from our partners' warehouses, so please don't send anything back before you have them: items sent without a return authorization, or to another address, can't be accepted.

Refunds

Approved refunds are issued to your original payment method, less any applicable restocking fee and the non-refundable shipping charge, within 5-10 business days of us receiving your return.

Your legal rights

These terms are in addition to, and do not limit, the warranties and remedies you're entitled to under applicable Canadian and Québec consumer protection law.