Return and Exchange

Returned or exchanged merchandise must be unused, unworn and returned in its original packaging (un-opened). For clothing, toys, or other items without a box the original tags must be intact.

In-store Returns & Exchanges

At Cherubs HQ our customers can always be confident that we provide them with strictly brand new merchandise and that all our products obtain a high standard of quality.

However, if you wish to return your item you may do so for a refund, items must be brought back within 14 days of purchase with a regular receipt. Receipts must be presented at the time of transaction.

Products purchased in store can be returned/fully refunded within 14 days of purchase or exchanged within 30 days of purchase when the products are in re-saleable condition (un-opened, un-unused, unwashed) with original tags.

Items purchased as a gift and returned with a gift receipt can be exchanged with store credit within 30 days of purchase.

*Sale & clearance items, special ordered products, safety, health and hygiene products are final sale. We cannot take them back. Please see list of final sale items above.

Online returns

For products purchased online, you have up to 14 days from the date of shipment for all returns or exchanges.

All of the online returns will be issued through our online system so please contact 613-648-4901 or email us at This is a separate from our in-store. You are always able to return items to our store locations, but our online system will issue the return so please allow a few days for it to show in your account.


Defective or Damaged Merchandise

We sincerely apologize for any product you receive damaged or defective. It is never our intention but sometimes it happens.

If you have received an item that is damaged or defective, please contact us at or 613-648-4901 within 24h of receiving your order. We ask that you provide us with detailed pictures so we can assess the extent of the damage or defect. This is necessary for our records, the manufacturers and the shipping carrier if an item was damaged in transit. Depending on the product and amount of damage or defect, a replacement part or a brand new unit will be sent to you as soon as possible!


Special Order

Special Order is a term that we use to describe any product that we will order in for a customer that is not in our regular stock. This may be an item from a company whose products we carry, or an unlisted product that comes from a manufacturer that we currently deal with. Due to the fact that special orders are specifically for items that we do not carry as regular stock, we require full payment before ordering. There are no returns or exchanges on special orders.


Return Shipping Fee

If you are unhappy with your purchase and want a return/exchange, you can send us an email with this request. We will evaluate and give you further instructions.

We will pay for the return shipping by sending you a prepaid shipping label if the return is as the result of our mistake or a manufacturing defect, for example, defective or incorrect items. You can put the shipping label on the box and take it to the corresponding courier.

Unfortunately, if you want to return/exchange due to personal preference the return shipping will be your responsibility. We apologize in advance for the inconveniences may cause. You are always welcome to return items in store, but the refund will still be issued by our online system, so please allow a few days for it to return to your account.

If free shipping is applied on your order, the actual original shipping cost might be charged if you will have to return the order (in this case of a return from the refund amount, we would deduct the actual shipping charge, that was paid by Cherubs HQ, when shipping it out to you). *Please note that we try our best to keep the shipping cost as low as possible when we ship the products to you, your return shipping cost might be significantly more than our shipping table rate.