Website Purchase Return Policy

Website Purchase Return Policy

How to return your Website purchase in stores

How to return your Website purchase through the mail

Website Purchase Return Policy

At Bath & Body Works, we offer our customers a 100% satisfaction guarantee. If you’re not completely satisfied, you may return products purchased on www.bathandbodyworks.ca (the “Website”) from us that are in new, gently used or defective condition (due to materials or craftsmanship) to any of our Bath & Body Works or White Barn stores in Canada for a refund, merchandise credit or exchange or via mail for a refund or merchandise credit, subject to this policy. See below for the process to commence an in-store return or a mail return of product purchased from the Website (as well as additional terms and conditions governing the circumstances under which Bath & Body Works will accept the return of product purchased from the Website).

AT SELECT CANADA STORES, YOU WILL BE LIMITED TO $250 IN NON-RECEIPTED RETURNS OR EXCHANGES WITHIN A 90 DAY PERIOD. These limits do not apply to the return or exchange of defective merchandise. At select Canada stores, a valid government-issued photo ID is required for returns or exchanges without a receipt. We electronically scan or collect your ID number (and other information from your ID) and immediately convert it into a new substitute number. This number is stored with other information, such as your ID type, issuing province, and country, and used to identify subsequent unreceipted returns using the same ID and prevent return abuse. Return decisions are made using an automated process. See our privacy policy at https://www.bathandbodyworks.ca/en/customer-care/privacy-and-security.html for information, acceptable ID’s, and your rights.

• Damaged or Wrong Product – If your order from the Website contained product that was damaged or was not the correct product that you ordered, chat with us via the chat icon on the Website and we will work to resolve the issue. We reserve the right to deny requests related to allegations of damaged or wrong product, in our sole discretion, in cases of suspected fraud.
• Original Receipt — Ninety days or less from the original purchase date, credit card, debit card and PayPal purchase refunds will be issued based on the original tender; thereafter merchandise credit will be issued. Refund amounts are based on the purchase price shown on the original receipt (excluding any shipping and handling charges). All applicable promotions, discounts, offers, free items (as part of a qualifying purchase) and coupons granted at the time of purchase will be prorated and applied when calculating the refund amount. Your shipping confirmation email can be used as a receipt.
• Gift Receipt — Merchandise credit will be issued for the purchase price on the gift receipt (excluding any shipping and handling charges). All applicable promotions, discounts, offers, free items (as part of a qualifying purchase) and coupons granted at the time of purchase will be prorated and applied when calculating the credited amount.
• No Receipt — Merchandise credit will be issued based on the lowest selling price of the item, factoring in all promotions, discounts, offers, free items (as part of a qualifying purchase), and coupons that may have applied.
• Gift Cards — Gift cards (including eGift cards) cannot be returned, exchanged or redeemed for cash unless the total gift card balance is less than $10. TERMS AND CONDITIONS APPLY TO GIFT CARDS.
• Price Adjustments and Matching — A one-time price adjustment from the original Website selling price to the current Website selling price will be issued for Website purchases when the original receipt is presented to us via the chat icon on our website within 14 days after the date of the original purchase. Flash Sales, select promotions lasting 48 hours or less, Candle Day event pricing and email offers are not eligible for price adjustments.
• Additional Terms and Conditions — As an alternative to a refund, customers are welcome to exchange product for a replacement that is of the same type and the same ticket price as the product being returned (for example, exchanging a three-wick candle for a different three-wick candle with the same ticket price).  To make sure that we handle every return or exchange with reasonable fairness, we will not allow the return or exchange of product showing excessive wear and tear (for example, if the product looks significantly used) or product with a label that has been intentionally defaced. Whether a product shows excessive wear or tear or is returned in new, gently used or defective condition (or whether a return otherwise complies with this policy) will be determined by Bath & Body Works and White Barn in their sole discretion. Exchanges and gift returns of items purchased from the Website can only be performed in stores, subject to the terms of this policy. All returns, exchanges and price adjustments must be made in the country of original purchase.  Policies may vary by store locale. The policy posted in the store of return governs.  Bath & Body Works and White Barn reserve the right to modify or withdraw this policy and the 100% satisfaction guarantee at any time with or without notice.

How to return your Website purchase in a Store

Visit a store to make your return (or exchange)

• Bring your item and your shipping confirmation email (show on your phone or print) to any Bath & Body Works store in Canada and our associates will be ready to help

How to return your Website purchase by Mail

STEP 1: Get your package ready

• Grab a box (you can reuse the one your order came in!) and pack your items securely.
  • Items purchased in a store may only be returned to a store. See our Store Purchase Return Policy for more information.
• Print and enclose the top half of your Shipping Confirmation email to use as your return receipt. 
  • Return each order in its own package with its own return label. We can’t process combined returns from multiple orders in one package
  • For safe handling and accurate tracking, do not include more than 24 items in a single return package. Packages with more than 24 items will not be processed for return and will be discarded. Bath & Body Works will not be responsible for replacing or refunding the customer for any returns that contain more than 24 items.

STEP 2: Choose a carrier & ship it

• Mail the package the shipping carrier of your choice to the following address:

Bath & Body Works Canada

Returns department / Service des retours

883 THORNTON ROAD SOUTH

Oshawa, Ontario

L1J 0B1

• Make sure it's insured and trackable - that way, you can keep an eye on it until it reaches us.
  • Please note: Return shipping costs are your responsibility. Bath & Body Works does not provide prepaid return labels.
• If you're returning items like flammable liquids or aerosols you must disclose those contents to your carrier and your carrier can help you follow the proper shipping regulations. 

STEP 3: Sit tight while we process your return

• Once we process your return, we'll send you a Return Order Confirmation email.
• Please allow up to 14 business days for us to complete the process and issue your refund.
  • Items must be processed at our facility to receive a refund.  Returns processed in our facility more than 90 days after the original purchase date will result in the issuance of merchandise credit (irrespective of when the return was mailed back).
• If any items mailed back to our facility are not eligible for return because they do not meet our return guidelines (for example, they show excessive wear and tear, are significantly used or bear a label that has been intentionally defaced), the items will not be processed for return and will be discarded. Bath & Body Works will not be responsible for replacing or refunding the customer for any returns that contain items not eligible for return.