Refund policy

At a glance

  • Changed your mind? Start a return within 7 days of delivery.
  • Damaged, defective or wrong item? Tell us within 30 days of delivery for a full refund, including the original shipping charge.
  • Prepaid return label at no cost to you. No restocking fees.
  • Shipping charges you pay at checkout aren't refunded for change-of-mind returns.
  • Your card is charged only when your order ships. Cancel before it ships and you aren't charged.
  • Order late? If it hasn't arrived within 30 days of its delivery date, you can cancel for a full refund.

We ship to Canada only, so this policy is written for customers in Canada. It's offered on top of your rights under your province's or territory's consumer protection laws and doesn't limit them.

1. How to start a return (no account needed)

  1. Open your order from the link in your order confirmation or shipping email, or go to account.plugway.shop.
  2. Sign in with the email you used at checkout. We email you a 6-digit code. No password or existing account is needed.
  3. Choose Return items, pick the item and the reason, and submit. You'll get a confirmation email.

You can also email support@plugway.shop with your order number and we'll start it for you. For damaged, defective or wrong items reported more than 7 days after delivery (up to 30 days), please email us with a photo.

2. What happens next: your refund timeline

  1. Return approved: your request is approved and passed to the supplier that shipped your order.
  2. Prepaid label: you get a prepaid return label by email, usually within 2 days.
  3. You ship it back: pack the item with all its parts and packaging and drop it off with the carrier. It goes back to the supplier, so the return address may be different from ours.
  4. Received and checked: the supplier receives the item and checks that it came back in the condition you received it, with all its parts.
  5. Refund released: once that check is done, your refund is issued automatically to your original payment method. Your bank may take a few more business days to show it.

You can see the status of your return at any time on your order page. If tracking shows your return was delivered more than 10 business days ago and you haven't been refunded, email us.

3. Change-of-mind returns (7 days)

Canadian law doesn't generally give you a right to return an online purchase just because you changed your mind. We offer it anyway, within 7 days of delivery.

  • Send it back in the condition you received it, with all parts, accessories and packaging.
  • Wallet tracker cards: remove the card from your Find My app before sending it back.
  • We refund the item price. Shipping charges you paid at checkout aren't refunded.

4. Damaged, defective or wrong items (30 days)

If an item arrives damaged, doesn't work because of a defect, or isn't what you ordered, start a return from your order page within 7 days of delivery, or email us with your order number and a photo within 30 days of delivery. After the supplier receives and checks it, we refund the item and the original shipping charge in full.

After 30 days, still contact us. A manufacturer's warranty may apply (for example, the TRU De-Light lamp comes with a 6-month manufacturer's warranty against manufacturing defects), and provincial laws on the quality of goods continue to apply.

5. Cancelling an order

Before it ships: your payment is authorized when you order and charged only when your order ships. Request a cancellation from your order page or email us. Orders go to our suppliers quickly, so we can't promise to stop one, but if it hasn't shipped we'll cancel it and release the hold, so you aren't charged.

If your order is late: if you haven't received it within 30 days after the delivery date in your order confirmation (or within 30 days after you ordered, if no delivery date was given), you can cancel at any time before it's delivered. Email us to cancel. We'll refund everything you paid, including shipping, within 15 days of your cancellation notice.

6. Your rights by province

We give every customer in Canada the late-delivery cancellation right in section 5. In several provinces it's also the law for online purchases, including Ontario (Consumer Protection Act, 2002), Quebec (Consumer Protection Act), British Columbia (Business Practices and Consumer Protection Act), Alberta (Internet Sales Contract Regulation) and Nova Scotia (Internet Sales Contract Regulations). The details vary by province, but these laws generally also mean that:

  • The seller must give you a copy of your contract within 15 days of ordering. We email an order confirmation as soon as you order. If you don't get a copy, you can cancel within 30 days of ordering.
  • Once you cancel under these rules, the seller must refund you within 15 days. If you paid by credit card and aren't refunded in time, you can ask your card issuer to reverse the charge.
  • Quebec: when a distance contract is cancelled, the merchant pays the reasonable cost of returning the item.

If you live in another province or territory, your local consumer protection laws may give you similar or additional rights. For help, contact your provincial consumer protection office, such as Consumer Protection Ontario or Quebec's Office de la protection du consommateur.

7. Contact

Plugway, operated by Muhammad Abdullah (sole proprietor), 111 Carlton St, Toronto, ON M5B 2G3, Canada. Phone +1 647-973-9905. Email support@plugway.shop.

Please don't mail returns to this address. Use the prepaid label we email you when your return is approved, so the item goes back to the right supplier.

Last updated: November 15, 2026