Refund policy

Introduction

This policy outlines the terms for purchases made through InnovOak Shop. Depending on the type of purchase, different policies apply:

Retail Products (e.g., apparel, merchandise, supplies) are eligible for return and refund under this policy.
Camp and Recreational Program Registrations (OakQuest) are time-based program enrollments and are subject to specific cancellation and refund terms outlined under Camp and Recreational Program Registration below.

Retail Products Return Period

You have 30 days from the fulfillment date of each order (or from the shipment or pickup date if your order is fulfilled in multiple batches) to request a return.

Return Eligibility

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Return & Exchange Process

Returns can be returned back to store in person or shipped back at the customer's expense.

In-store Option

You may return or exchange items in person at our store. Please bring your original receipt along with the products.

Important for families sending products via their children:
If your child is bringing the items to be returned or exchanged, a completed Return Form (See details and instructions below) is required with the products. The Return Form can be downloaded from the order confirmation email or by logging into your account and accessing the order detail page.

Mail-in Option

To initial a mail-in return, you can email us the completed Return Form (See details and instructions below) at shop@innovoak.ca for return authorization. Upon approval, you will receive instructions to mail the items to:

InnovOak Shop
5 Michael Street
Kitchener, ON N2G 1L7

Please note you are responsible for the cost of shipping the returned items, returns sent without prior approval will not be accepted, and return shipping and processing fees may apply if we need to ship items back to you.

Return Form

To ensure efficient processing of your return or exchange, a completed Return Form is required for all returns and exchanges, with the exception when the purchaser is physically present in store for return and/or exchange.

How to obtain the Return Form:

Download it through the link provided in the order confirmation email you received after placing your order.
Or log in to your account on our shop website and navigate to the order detail page to download the form.

How to complete the Return Form:

Select a Reason Code indicating why you are returning or exchanging the product.
For exchanges, clearly specify in the comments section which product(s) you would like in exchange.

Where to submit the Return Form:

For families sending products via their children: include the Return Form with the products to be returned / exchanged.
For mail-in returns, submit the completed form to us at the return request stage via email. Also, include a copy of the completed Return Form inside the package with the returned items.

Exchange

If you would like to exchange for a different product, we can process exchange instead of return.

For in-store exchanges, bring the original items and receipt, and we can process the exchange at the time of your visit.
For families sending products via their children, we strive to process the exchange on the same business day, however, please allow up to three business days for processing.
For mail-in exchanges, you must first return the original items. Once received and inspected, we will ship your requested replacement items.

You can always contact us for any return and exchange questions at shop@innovoak.ca.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at shop@innovoak.ca.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like custom or personalized items, personal use items (such as opened water bottles, lunch containers), seasonal or special event merchandise, final sale or clearance items, gift cards, camp and recreational program registrations (see section below)

Please get in touch if you have questions or concerns about your specific item.

Camp and Recreational Program Registration

These are non-tangible, time-based services and are not subject to the above retail return policies. Registration secures a reserved space and staffing allocation, regardless of attendance.

This section provides a summary of key cancellation and refund terms. In the event of any inconsistency, the Camp and Recreational Program Terms and Conditions shall govern.

Cancellation & Refund (Summary)

Partial Refund
- Cancellation requested ≥30 days before the Program start date
- Refund is subject to an administrative fee equal to 35% of the Program fee or $100, whichever is greater
No Refund
- Cancellation requested <30 days before the Program start date
- Failure to attend (no-show)
- Absences, illness, late arrivals, or early withdrawal
- Removal due to behavioural or safety reasons

Conditions

All cancellation requests must be submitted in writing and are only effective upon confirmation by InnovOak
Non-attendance does not constitute cancellation and does not entitle any refund, credit, or transfer
Fees are based on reserved program capacity, not actual attendance

Program Changes

InnovOak reserves the right to modify or cancel Programs due to operational requirements, including staffing, enrollment, or external factors
If a Program is cancelled by InnovOak prior to the start date, a refund will be provided