Refund policy

Return, Exchange & Refund Policy

EC3D Sports · 600 Monseigneur-Dubois Blvd., Saint-Jérôme, Quebec J7Y 3L8, Canada · info@ec3dsports.com

Last updated: October 8, 2026

Every EC3D garment is designed and calibrated in Quebec, and we stand behind it. If a size doesn't work, we'll help you exchange it. If something is wrong with your order, we'll make it right. Because our socks, stockings and sleeves are worn directly against the skin, we protect every customer by accepting only sealed, unused products for change-of-mind exchanges.

At a glance

10 days to request an exchange, counted from the delivery date shown by the carrier's tracking.
Socks, compression stockings, sleeves and supports must be unopened, in their original sealed packaging.
Exchanges or store credit, not refunds, for change-of-mind returns. Refunds are made only in exceptional cases at our discretion, or where the law requires one.
Defective, damaged or incorrect items are always covered, at our cost, and are backed by our 3-month and 6-month warranties.
Customers in France and the EU keep their 14-day legal right of withdrawal (Section 12).
Not sure about your size? Check our size chart or write to us before opening the package. We're happy to help.

1. Scope

This policy applies to products bought directly from EC3D Sports at ec3dsports.com by consumers in Canada, the United States and France. Products bought from a retailer or reseller are subject to that retailer's policy. Business (B2B) and wholesale orders are governed by their own agreement.

Nothing in this policy limits any right or remedy you have under the consumer protection laws that apply to your purchase. Where those laws give you more, they prevail.

2. The 10-day exchange window

You may request an exchange or return within 10 calendar days of the delivery date shown in the carrier's tracking. If tracking is unavailable, we use the date we can reasonably confirm the order was delivered.

Your request must reach us within those 10 days (see Section 13). Once we send you return instructions, please ship the item within 7 days.

3. Condition requirements

For hygiene and health-protection reasons, and in line with industry practice for skin-contact garments, eligibility depends on the type of product:

Product	To qualify for a change-of-mind exchange
Socks, compression socks and stockings, recovery and compression sleeves, hockey socks	Unopened, in the original factory-sealed packaging, with the hygiene seal intact
Orthopedic supports and braces (knee, ankle, elbow, wrist)	Unopened, in original packaging, with all inserts and parts
Hot/cold compresses and accessories	Unopened and unused, in original packaging
Combos and multi-packs	Returned complete; individual pairs cannot be returned from an opened pack

In all cases the product must be unworn, unwashed, free of odour, stains, pet hair or damage, and accompanied by your order number.

Once a sealed package has been opened, the product cannot be resold and is no longer eligible for a change-of-mind exchange. This does not affect your rights for defective, damaged or incorrect products (Section 7).

4. Exchanges: our preferred solution

If you ordered the wrong size, colour or style, we will exchange an eligible product for another size, colour or model, subject to availability.

If the new item costs more, you pay the difference. If it costs less, we issue the difference as store credit.
[Decision: For your first exchange on an order shipped within Canada, we cover the cost of shipping the replacement to you. / You pay shipping on the replacement at our standard rates.]
If the item you want is out of stock, we will offer store credit or a comparable item.

5. Store credit

When we issue store credit, it equals the price you paid for the item, excluding original shipping. Store credit:

does not expire;
is linked to your email address and can be used on any future order at ec3dsports.com;
cannot be exchanged for cash, except where the law requires it.

6. Refunds

EC3D Sports does not offer refunds for change-of-mind purchases. Our resolution for an eligible change-of-mind return is an exchange or store credit.

We will refund you:

where the law requires it, including for defective or non-conforming products, orders that are not delivered, and the EU right of withdrawal (Section 12);
where an order is cancelled before it ships (Section 9);
in exceptional circumstances, at our discretion, assessed case by case.

Approved refunds are issued to your original payment method within [10] business days of approval. For orders paid with Sezzle or another buy-now-pay-later service, the refund is sent to that provider, which adjusts your instalments under its own terms. The time for funds to appear depends on your bank or card issuer.

7. Defective, damaged or incorrect products

If your order arrives damaged, defective, incorrect or not as described, contact us and we will make it right at our expense, including all shipping costs.

Damage in transit or wrong item: please tell us within 7 days of delivery, with photos of the product and packaging, so we can file a claim with the carrier. Later reports are still reviewed under your legal rights.
Manufacturing defects: our warranty covers premature wear such as seam or fabric defects for 3 months, and guarantees calibrated compression for 6 months. Normal wear and damage from improper use are not covered.
Your legal warranty also applies. Our warranty is in addition to, and does not replace, the legal warranties that protect you in your province, state or country.

The remedy is usually a replacement. Where a replacement is not possible, or the law gives you the choice, we will repair, credit or refund the product.

8. Products not eligible for change-of-mind exchanges

Socks, stockings, sleeves and other skin-contact products whose sealed packaging has been opened
Products that have been worn, washed, altered or show signs of use
Products marked Final Sale at the time of purchase [Decision: all clearance ("Liquidations") items / only items marked Final Sale]
Personalized or custom products
Gift cards

These exclusions never apply to defective, damaged, incorrect or unsafe products, or where the law gives you a mandatory right.

9. Cancellations, lost parcels and non-delivery

Cancelling an order: contact us as soon as possible. If the order has not shipped, we cancel it and refund you in full. Once shipped, it is treated as a return.
Lost or delayed parcels: if tracking shows no progress for [10] business days, contact us. After the carrier's investigation, we will reship your order or refund it.
Address errors: if a parcel is returned to us because the address provided was incorrect, we will reship it once the additional shipping cost is paid, or refund the products less original shipping.

10. Shipping costs on returns

Change-of-mind exchanges: you pay the cost of sending the item back. Please use a tracked service; we cannot be responsible for untracked parcels lost in transit.
Original shipping charges are not refundable for change-of-mind returns.
Our error or a defect: we pay all shipping costs and will send you a prepaid label or reimburse you.
International orders: customs duties, import taxes and brokerage fees paid on the original delivery are set by the destination country and are generally not refundable by EC3D, except where the law requires it.

11. Customers in Canada and the United States

Canada, including Quebec. EC3D Sports is a Quebec business. If you are a consumer in Quebec, you benefit from the Consumer Protection Act, including the legal warranty that goods are fit for their purpose and durable for a reasonable time, and your rights regarding distance contracts, such as cancelling an order that is not delivered within 30 days of the agreed date. Consumers in other provinces keep the rights granted by their own provincial laws. This policy is available in French and English.

United States. Change-of-mind returns follow this policy, which is shown to you before you complete your purchase. Any rights you have under federal or state law, including implied warranties and state refund-disclosure rules, are not affected. Duties or import fees may apply to shipments to the United States and are payable by the customer unless stated otherwise at checkout.

12. Customers in France and the European Union

If you are a consumer in France or another EU country, the following rights apply in addition to this policy, and they prevail over any other section.

Right of withdrawal (14 days). You may withdraw from your purchase without giving a reason within 14 days of the day you, or a person you designate, take physical possession of the goods.

How to withdraw: send us a clear statement by email to info@ec3dsports.com before the 14 days end. You may use the model form in the Annex, but it is not required.
Returning the goods: send the products back without undue delay, and at the latest 14 days after informing us. You pay the direct cost of returning them.
Your refund: we refund all payments received from you, including standard delivery charges, within 14 days of receiving your withdrawal. We may wait until we receive the goods back or you provide proof of shipment, whichever is first. The refund is made by the same payment method you used, unless you expressly agree otherwise; it will not be replaced by store credit without your agreement.
Condition: you are liable for any loss in value caused by handling the goods beyond what is needed to establish their nature, characteristics and functioning.

Exception for sealed hygiene products. The right of withdrawal does not apply to sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed after delivery. This covers our socks, compression stockings and sleeves delivered in sealed packaging whose seal has been broken.

Legal guarantees. In France you benefit from the legal guarantee of conformity for 2 years from delivery (Articles L.217-3 et seq. of the French Consumer Code) and the guarantee against hidden defects (Articles 1641 et seq. of the Civil Code). These apply independently of our commercial warranty.

Mediation. [Decision: name of the consumer mediator, if applicable.] Before using a mediator, please first contact our customer service in writing.

13. How to request an exchange or return

Email info@ec3dsports.com with the subject "Exchange/Return – Order #[number]" within the applicable deadline.
Include your order number, the product(s) concerned, the reason, your preferred replacement size or model, and photos if the item is damaged, defective or incorrect.
We reply within [2] business days with a return authorization and the return address.
Ship the item, well packed and with tracking, within 7 days of receiving the authorization, and include your order number in the parcel.

Please do not send a product back before receiving our instructions. Parcels sent without authorization or to the wrong address may be delayed or refused.

14. Inspection

We inspect every return within [5] business days of receiving it and confirm the result by email. For hygiene products, we check the condition of the packaging and hygiene seal.

If a change-of-mind return does not meet this policy, we will tell you why. We can send the item back to you at your cost, or hold it for 30 days for you to arrange collection, after which it may be disposed of.

15. Payment disputes

If something has gone wrong, please contact us first; we resolve most issues within days. Filing a chargeback before contacting us can delay the resolution. This does not limit any right you have with your bank or card issuer.

16. Changes to this policy

We may update this policy from time to time. The version published on the date of your purchase applies to your order.

17. Contact us

We're here to help you choose the right size and product, before and after your purchase.

EC3D Sports · 600 Monseigneur-Dubois Blvd., Saint-Jérôme, Quebec J7Y 3L8, Canada · info@ec3dsports.com