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Frequently Asked Questions

HOW CAN I START MY RETURN OR WARRANTY EVALUATION?

Returns and exchanges are possible for purchases made from Shopsanuk.ca, a maximum for 30 days from receipt of order. Should a product need to be returned or exchanged please CLICK HERE and complete our online return request form. We will respond to you with further instructions. Please note, in the event of a return or exchange, any shipping charges will be the responsibility of the customer.

DO I NEED TO INCLUDE A COPY OF THE ORIGINAL PURCHASE RECEIPT TO COMPLETE MY RETURN?

At the current time, we require the following information to process your return: proof of purchase (invoice, receipt) the style you wish to return/exchange and the reason for return/exchange.

THE MATERIAL ON MY PRODUCT IS DISCOLOURING/DISCOLOURED. IS THIS COVERED UNDER WARRANTY?

If your product shows evidence of exposure to water, we will not be able to cover it under our warranty.

WHAT IF MY REQUESTED EXCHANGE ITEM IS NOT IN STOCK?

It is possible for the product you request as an exchange to not be in stock at time of processing. Because of this, we encourage you to provide up to 3 optional replacement items when completing the return form. In the event that none of your requested items are available, your original form of payment will be credited or a site credit will be issued to you.

I DID NOT PURCHASE MY ITEM FROM YOUR SITE. CAN I STILL MAKE A RETURN THROUGH YOU?

We gladly accept returns purchased from any authorized retailer. Unfortunately we cannot issue refunds for product not purchased from our site or telephone customer service. In these cases, we will issue you a site credit for the value of the product which will be valid for one year and redeemable on our website or through our customer service center.

WHAT HAPPENS IF MY WARRANTY RETURN IS NOT ACCEPTED?

If your product does not meet the criteria within our warranty policy or it is over a year old, we will return it to you with notice of why it was not accepted. We will also send you an email letting you know when it is on its way back to you.

WHAT IS CONSIDERED A MANUFACTURER DEFECT?

A manufacturer defect applies to defective materials and workmanship. Items not covered under warranty include: Products over 1 year old from date of purchase, general wear and tear, products not purchased from an authorized Sanuk retailer and discolouration from water damage.

MY PRODUCT WAS PURCHASED OVER THIRTY DAYS AGO. CAN I RETURN IT?

Our warranty policy covers manufacturer defects for up to six months from the date of purchase. Unfortunately if your product is beyond this time, it will not be covered and will be returned to you if sent in for evaluation. For more information, please read our Return Policy.