Refund policy

Return Policy

General Policy At On The Ball, all sales are considered final. We do not accept returns unless a specific exception is approved on a case-by-case basis. Requesting a Return If you would like to request a return for consideration, please contact us at liane@ontheball.ca. In your email, please include your order number and the reason for your request.

If your return is exceptionally approved, we will provide you with a return shipping label and instructions on how and where to send your package. Items sent back to us without a prior case-by-case approval will not be accepted.

Eligibility for Approved Returns To be eligible for a return (if approved), your item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Damages and Issues Please inspect your order upon reception. Contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Non-Returnable Items Even in exceptional cases, certain items cannot be returned:

• Perishable goods (food, flowers, plants)

• Custom products (special orders or personalized items)

• Personal care goods (beauty products)

• Hazardous materials (flammable liquids or gases)

• Sale items and gift cards

European Union 14-Day Cooling Off Period Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the statutory right to cancel or return your order within 14 days, for any reason and without justification. The item must still be in its original condition and packaging with proof of purchase.

Refunds If a return is approved and received, we will notify you once we’ve inspected the item. If the refund is granted, you’ll be automatically refunded on your original payment method within 10 business days. Please note that it can take additional time for your bank or credit card company to process the refund.