RETURNS & EXCHANGES


For Online Orders

RUDSAK’s ultimate goal is for you to fall in love with our products. If you are not satisfied with your purchase, we will gladly accept the return or the exchange of your items if they meet the following conditions:

  • A return or exchange request for your order needs to be made within 15 days of your delivery date.

  • Products need to be in their original, unused, unaltered and unwashed condition, returned with all original tags attached and packaging.

  • Merchandise can only be exchanged for the same style, in a different colour or size.

  • If we do not have the stock available for your exchange, we will proceed with a refund, free of charge.

Please note:
Items purchased online can only be returned or exchanged by mail. We currently do not offer returns nor exchanges in-store.
All care products and gift cards cannot be returned nor exchanged.
RUDSAK reserves the right to reject returns or exchanges which do not comply with our return and exchange policy. If so, items will be sent back to the original shipping address.


How to request a Return or an Exchange:

  • If you are a registered customer, sign in to your account on rudsak.com and navigate to Your Dashboard where you see the orders you placed. Click on View Order right next to the order you want to return or exchange. Click on Request Return.

  • If you do not have an account, please create an account before requesting a return, in order to easily follow your return processing. .

  • Alternatively, you can use this form: return form.

  • Specify if you are requesting a return or an exchange, the state of the shipment box and the reason of your return, and then submit your request. If you are returning a damaged product, please attach picture(s) showing the damage to the form. If you are requesting an exchange, please indicate in the comment box the new size or colour you would like to receive. Your return request should be processed by the next 2-3 business day.

  • If your return request is approved, we will send you an email including a return label. This return label will be valid for 15 days. If you do not ship your return within those 15 days, your order cannot be returned anymore.

Please note that during peak season it may take an additional 5 to 10 business days to process returns or exchanges requests. This will not affect your 15-day return period. Peak periods include promotional weekends and holidays.


How to ship your Return or your Exchange:

  • Place the products in their original packaging.

  • Print the return label and attach it to the outside of the package. It can also be printed at the shipping carrier’s location with the return ID number on the return label.

  • Drop your package at the nearest Canada Post location, this is free of charge. You can choose to book a home or work pick-up, but then additional charges are applicable.

  • Items purchased online can only be exchanged by mail. We currently do not offer exchanges in-store

Please note that any returns sent to our warehouse without following the above-mentioned steps will be returned to the sender.
RUDSAK reserves the right to reject returns or exchanges which do not comply with our return and exchange policy. If so, items will be sent back to the original shipping address.


Our Exchange & Refund Process for Online orders:

Refunds:


  • Upon reception of your return package, the refund will be processed within the following 3-5 business days.

  • Please note that the refund will be credited to the original payment method.

  • You will be notified by e-mail when the refund has been done. Please note that your bank institution may require additional processing time to credit your account (up to 10 business days).

  • Shipping costs for returns are covered by RUDSAK.


Exchanges:


  • Once we receive your package at our warehouse, your exchange will be processed within 3-5 business days. If the product received is damaged, the package will be returned to the sender without any exchange.

  • You will be notified by email when your new item will be shipped as well as your tracking number. Shipping costs for exchanges are covered by RUDSAK.

Please note that during peak season it may take an additional 5 to 10 business days to process returns or exchanges. Peak periods include promotional weekends and holidays.

Our IN-STORE exchange policy

Purchases made in-store can be exchanged within 15 days of purchase date. Please note, we do not give refunds, store credit notes only.
Returned merchandise must include a verifiable RUDSAK receipt, packaging and tags and must be in its original condition. The item must not have been worn, damaged, washed or altered. For shoes and boots, the box must also be returned in its original condition.
vv Please note:

  • All care products are final sale only. 

  • Underwear and swimwear are final sale and cannot be exchanged or credited. 

  • RUDSAK reserves the right to authorize all exchanges and repairs at its sole discretion.

  • Final exchange items cannot be credited or exchanged.

  • Please note: Items purchased online can only be exchanged by mail. We currently do not offer exchanges in-store


Gift policy


If you are dissatisfied with merchandise that you’ve bought or received as a gift (at regular price), the item can be exchanged for an identical or comparable item, or, for a credit note in the form of a gift card within 15 days of the original purchase date. The item can be exchanged at any RUDSAK store location accompanied by the original gift receipt.


Online Final Sale Exchange policy


  • Merchandise can only be exchanged for the same style in a different colour or size. No refunds will be made for Final Sale merchandise.

  • The exchange request needs to be made within 15 days of your delivery date.

  • Products must be in its original, unused, unaltered and unwashed condition, with all original tags attached and packaging.

  • Items purchased online can only be exchanged by mail. We currently do not offer exchanges in-store.

  • If we do not have the stock available for your Final Sale exchange, we will find a solution with you in the form of another product. RUDSAK reserves the right to reject returns or exchanges which do not comply with our return and exchange policy. If so, items will be sent back to the original shipping address.


Our Online Order Cancellation policy


Hit the Submit Order button before you were ready? We will do our best to help.
Please contact our Customer Relations team at 1-888-5-RUDSAK within 30 minutes after the time you submitted your order. This service is available only during Customer Service hours, weekdays between 08:30 and 17:00.


On Canada Post claims


Due to the Covid situation, Canada Post has changed their regulations. Please be aware that in the unfortunate event of a shipment getting misplaced, please be aware that we cannot file a claim at Canada Post until 3 weeks after delivery date. The process time of a claim is 2-4 weeks. Thank you for your understanding.