Refund policy

 

Refunds and Returns Policy


Last updated: 05/21/2026

We want you to love Waky. If something isn't right, we'll help.


Return window


You have 30 days from the delivery date (the date Canada Post marks your order "Delivered") to request a return.

If your order is marked "Delivered" but you did not receive it, please email support@waky.ca promptly so we can investigate with Canada Post before starting a return.


Eligibility


Items must be in the same condition you received them (no excessive wear, damage, or missing parts, including the adhesive backing where unused).

Proof of purchase (order number, receipt, or email) is required.


How to start a return


1. Email support@waky.ca with your order number and a brief reason for the return.
2. If there's an issue or defect, include photos or video so we can make it right fast.
3. We'll reply within one business day with next steps. If approved, you'll receive a Return Merchandise Authorization (RMA), a return label (where applicable), and packing instructions.

Response window: If we request information (reason, photos, confirmation), you must reply within 30 days. If there's no response within 30 days, the return request will be closed and the return will not be eligible for a refund.


Return labels and deadlines


If we issue a return label, it must be scanned by Canada Post within 30 days of label creation.

Unused labels expire after 30 days and the return or refund will be void.

If you use your own label, please share the tracking number with us within 7 days of shipment.


Who pays for return shipping?


We cover return shipping (or reimburse it) for defective, damaged, or incorrect items.

For change-of-mind returns, the cost of the prepaid Canada Post return label will be deducted from your refund. You may also ship the device yourself at your own cost using any carrier; just share the tracking number with us within 7 days of shipment.


Refunds


Once your return is received and inspected, we'll email you the approval decision within one business day.

If approved, refunds are issued to the original payment method within 5–10 business days. Your bank or card issuer may take additional time to post the refund.

If it's been 15 business days since approval and you still don't see the refund, email support@waky.ca and we'll investigate.

If a chargeback or payment dispute is opened for an order, we may be unable to issue a refund or replacement until the dispute is resolved (to avoid duplicate refunds).


Delivery issues (missing packages, delivered but not received)


Returns require the item to be physically received and returned to us. If your order appears missing, email support@waky.ca and we'll help.

If tracking shows "Delivered" but you can't locate the package: contact us as soon as possible (ideally within 7 days of the delivery scan) so we can assist with a Canada Post investigation. If Canada Post confirms the shipment was misdelivered or lost, we will offer a replacement or refund.

If tracking does not show "Delivered" and appears stuck or lost in transit: contact us and we'll start a carrier trace. If Canada Post confirms the shipment is lost, we will offer a replacement or refund.


In-transit delays


Canada Post delays (weather, peak season, postal disruptions, etc.) can occur and are outside our control.

If your order is delayed, we will assist with tracking and carrier escalation. Refunds for in-transit orders follow the return process unless the shipment is confirmed lost or returned to sender.


Exchanges


The fastest way to get what you want is to return the item and place a new order once your return is accepted.


Damages and issues


Please inspect your order on delivery and email support@waky.ca within 7 days if the device is defective, damaged, or incorrect so we can evaluate and fix it quickly.


Non-returnable items


Final sale items and gift cards (if offered in the future) cannot be returned.

Items returned incomplete (missing components or packaging) or with excessive wear may be declined or subject to a partial refund. We will always email you first before processing a partial refund so you can choose to have the device returned to you instead.


Cancellations


Orders can be cancelled before they are fulfilled and shipped.

Once an order has shipped or is in transit, it cannot be cancelled. If you no longer want the order, you may return it after delivery using our return process.

If a shipment is refused at delivery or returned to sender, we will process the refund once it is received back to us (minus any non-recoverable shipping fees where applicable).


Abuse and fair use


We reserve the right to investigate and limit returns in cases of suspected abuse (e.g., repeated excessive-wear returns, missing components, or patterns indicating non-personal use).


Questions?


Email support@waky.ca.