Refund policy

Return and Refund Policy

Last updated: September 23, 2026

At VIA Rail Boutique, most items are made just for you. To reduce waste and remain efficient, we produce items on demand and do not keep excess inventory. This means we are unable to accept returns or exchanges for reasons such as size or style preference after an order has been placed.

We want you to love what you receive, so if something arrives damaged or is not quite right due to a defect, we are here to help. Please review the details below to understand what qualifies for a return and how to request one.

Defective or damaged items

If your item arrives damaged or defective, you must notify us within 7 days of receiving it. Please email info@viarailboutique.ca with:

Your order number
A short description of the issue
Clear photos of the defect and packaging

Do not send anything back until we have reviewed and approved the return. Unauthorized returns will not be accepted or refunded.

Non-returnable items

Because most items are made to order, we do not accept returns or exchanges for:

Wrong size, colour, or style selection
Personalized or custom items
Sale or discounted items
Gift cards

Orders are sent to production shortly after being placed. We are unable to modify or cancel them once this process begins. If applicable, review your product's size chart carefully before placing your order. If you are in doubt, please contact us at info@viarailboutique.ca.

Right of withdrawal for European Union customers

If you are located in the European Union, you have the right to withdraw from your purchase of in-stock (non-custom) items within 14 days of receiving them, for any reason and without providing justification, in accordance with the EU Consumer Rights Directive. This right does not apply to items that have been made to your specifications or clearly personalized.

To exercise this right, contact us at info@viarailboutique.ca within 14 days of delivery. You will be responsible for the cost of return shipping and applicable duties, and items must be returned in their original, unused condition. Refunds will be processed within 14 days of receiving the returned item.

International orders

For defective or damaged items shipped to international destinations, return arrangements are handled on a case-by-case basis. Depending on the item value and your location, we may:

Issue a refund or replacement without requiring a return
Provide a prepaid return label
Ask you to ship the item back and reimburse reasonable return shipping costs

Refunds

If your return is approved, we will provide instructions along with a return shipping label if applicable. Once we have received and inspected your return, we will confirm whether a refund will be issued.

Approved refunds are processed to your original payment method within 10 business days. Your bank or credit card provider may take additional time to post the funds.

For international orders, refunds will be issued in the currency you were charged at checkout. If duties and taxes were collected at checkout, they will be included in your refund for eligible returns.