Refund policy

EQUIPMENT RENTAL POLICY The following policy applies specifically to equipment rentals booked through the Equipment Rentals section of noellie.ca. For standard product purchases, please refer to our general return policy below.

1. Rental Agreement By completing a rental booking on noellie.ca, you agree to be responsible for the rented equipment from the time of pickup until it is returned in the same condition.

2. Security Deposit A security deposit is collected automatically at the time of online booking through our secure checkout. The deposit amount is displayed on the product page. It will be refunded automatically upon safe return of the equipment in its original condition.

3. Identity Verification By completing a rental booking, you confirm that the information provided at checkout is accurate and belongs to you. A valid government-issued ID is required at pickup to verify your identity before equipment is released.

4. Damage Policy The renter is responsible for any damage to equipment beyond normal wear and tear. Repair or replacement costs will be charged to the renter. Equipment must be returned clean and in working condition.

5. Theft or Loss If rented equipment is lost, stolen, or not returned, the renter is responsible for the full replacement cost of the equipment. Noellie reserves the right to pursue legal action and/or report theft to Ottawa Police Services.

6. Late Returns Equipment must be returned by the end of the last booked rental date. Late returns will be charged at the daily rental rate for each additional day.

7. Cancellations Cancellations made more than 24 hours before the rental start date will receive a full refund. Cancellations within 24 hours of pickup are non-refundable.

8. Equipment Condition at Pickup Please inspect equipment at pickup and report any pre-existing damage before leaving. Unreported damage discovered at return will be the renter's responsibility.

--- For all other product purchases, our standard 30-day return policy applies (see below).

 

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, 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.

To start a return, you can contact us at customerservicenoellie@outlook.com. Please note that returns will need to be sent to the following address: Noellie 45 Len Lunney Cres Ottawa, Ontario K2G 6X4 Canada

If your return is accepted,  email us for instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at customerservicenoellie@outlook.com.


Damages and issues
Please inspect your order upon reception and 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.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards or digital downloads.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Duties, Taxes & Import Fees

Noellie ships internationally and our prices do not include import duties, customs fees, or local taxes that may be assessed by your country's customs authority. These charges are the sole responsibility of the buyer.

If your order is subject to import duties or taxes:

  • We are unable to refund duties or taxes paid to customs authorities.
  • If a package is refused or unclaimed due to import fees, the cost of return shipping and any applicable duties will be deducted from your refund.
  • We strongly recommend checking your local customs regulations before placing an order.

If you have questions about potential duties before ordering, please contact us at customerservicenoellie@outlook.com — we're happy to help you make an informed decision.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, 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.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at customerservicenoellie@outlook.com.