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Returns and exchanges


You did the best you could, we get it. The size is still a bit off, or it’s not exactly how you wanted it to fit. Not to worry.

All Merchandise

• 30 days (from shipping date for online orders or receipt date for in-store purchases) for refunds or exchanges
• 30+ days, no returns or exchanges - sorry!

Please Note:
All merchandise must be returned unworn, unwashed, and undamaged. All merchandise must have all their original tags attached and must be in its original packaging. Tourism Kelowna reserves the right to refuse any refunds that are not deemed re-sellable and may be returned to sender.

Refunds must be accompanied by a valid receipt and will be processed back to the original form of payment.  Please note that for all returns and exchanges, shipping and handling costs will not be refunded.

This return policy is only applicable to purchases made at and at Tourism Kelowna Visitor Centre.



If you wish to return or exchange an item or items in your order, please email with the reasoning for your return. If your order is within the 14 day policy period and meets the requirement for a return or exchange, our support team will email over instructions on where to mail your return package.

Once your return package makes its way back to our Visitor Centre in Kelowna, BC, you will be issued a refund or an exchange given that the items are in re-sellable condition. If you are requesting for a refund, you will be issued a refund for the item(s) plus applicable taxes - please note that shipping and handling charges will not be refunded.

All orders will be responsible for postage return.


If you prefer to return or exchange your order at our Visitor Centre in Kelowna, BC, you can bring in the item along with the order confirmation as long as the item has not been worn, washed or damaged.