Returns & Refunds

1. Return Window

We accept returns within 30 days of the delivery date. Items must be unused, in original condition, and in original packaging (where applicable).

Custom or made-to-order items (non-standard colours, configurations, or custom-printed components) are final sale and not eligible for return unless defective.

2. How to Initiate a Return

To start a return:

1. Email us at contact@flatlinecompany.ca with your order number and reason for return.
2. We will reply within 2 business days with a return authorization and shipping instructions.
3. Ship the item back using a tracked courier at your expense (unless the return is due to our error or a defect).

Do not ship items back without first contacting us — unauthorized returns may not be processed.

3. Refunds

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund within 5 business days.

Approved refunds are issued to your original payment method. Processing time after approval is typically 5–10 business days depending on your payment provider.

Shipping charges are non-refundable unless the return is due to our error.

4. Defective or Damaged Items

If you receive a defective or damaged product, contact us within 7 days of delivery with photos of the issue. We will arrange a replacement or full refund at no cost to you, including return shipping.

5. Exchanges

We do not process direct exchanges. If you need a different colour or configuration, return the original item (if eligible) and place a new order.

6. B2B / Wholesale Orders

Return terms for institutional or bulk orders are governed by the purchase agreement or invoice terms applicable to that order. Contact us to discuss.

7. Contact

Return questions:
Email: contact@flatlinecompany.ca