At Red & Roan, all products are made to order and produced specifically for each customer once an order is placed. Because of this, all sales are final, except where required by Canadian consumer protection law or where an item arrives defective, damaged, or incorrect.

Nothing in this policy limits or replaces your rights under applicable Canadian consumer protection legislation, including the Ontario Consumer Protection Act, 2002.

Made-to-Order Products (All Sales Final)

Because each item is custom-produced at the time of purchase, we do not accept returns, exchanges, or refunds for:

• Incorrect size selection

• Change of mind or buyer’s remorse

• Preference-based reasons (e.g. colour, fit, or style expectations)

• Items ordered in error

• Minor variations inherent to print-on-demand production

These exclusions are permitted under Canadian and Ontario consumer law for custom or made-to-order goods.

Order Cancellations

Once an order is placed, it cannot be cancelled, changed, or modified. Production begins shortly after checkout, and cancellations are not possible once fulfillment has started.

Defective, Damaged, or Incorrect Items

If your item arrives damaged, defective, or materially different from what was ordered, you are entitled to a remedy under Canadian consumer protection law.

Examples include:

• Significant printing or manufacturing defects

• Damage sustained during shipping

• Incorrect item, size, or design received

• Missing items from an order

If this occurs, please contact us within 30 days of delivery.

To report an issue, email: support@redandroan.com

Please include:

• Your order number

• A brief description of the issue

• Clear photos showing the defect or damage

• Photos of the original packaging (if applicable)

This information allows us to validate the issue and submit a claim with our fulfillment partner.

Remedies

Once a claim is validated, we will provide an appropriate remedy, which may include:

• Replacement of the affected item at no cost to you (most common), or

• Refund to the original payment method where a replacement is not reasonable or feasible

The chosen remedy will comply with applicable consumer protection requirements.

Lost or Missing Packages

If your package appears lost or tracking shows no movement, please contact us within 30 days of the estimated delivery date. In most cases, a replacement will be issued. Refunds may be considered if a replacement is not appropriate.

What Is Not Considered a Defect

The following are normal characteristics of made-to-order production and do not qualify as defects:

• Minor colour variation between digital screens and printed products

• Slight alignment or placement variations

• Fabric texture or finish differences inherent to the garment

• Sizing issues due to incorrect size selection

We strongly recommend reviewing size charts carefully before placing your order.

Refund Processing

Approved refunds are issued to the original payment method. Processing times vary by payment provider and financial institution.

Contact

If you believe your item qualifies for a remedy under this policy, please contact: support@redandroan.com