Last updated: October 16, 2026
Report a problem within 10 days of receipt
Under our commercial procedure, please contact us within 10 days of receipt to report an item that is damaged, defective, incomplete or does not match your order. This reporting period does not limit statutory warranties or other applicable rights and remedies, which may continue beyond 10 days.
Eligible reasons
- Damaged or defective item.
- Item, colour or size received differs from your order.
- Incomplete item or missing components.
- Item does not match the advertised description or specifications.
Please also report missing parcels or delivery delays so we can investigate and assess applicable remedies.
Change of mind and customer choices
Our commercial policy does not accept returns solely for a change of mind or personal preference. Choosing an incorrect size, colour or model does not qualify for a commercial return when the delivered item matches the order and advertised description. This exclusion does not apply to fulfilment errors, inaccurate descriptions or size guides, or rights provided by law.
Damage caused by misuse or care contrary to instructions is not covered by our commercial policy, without prejudice to applicable statutory warranties.
How to make a request
Email contact@posturaonline.com with your order number, the item concerned and a description of the problem. Photos or a short video can help us assess the issue. Send only relevant information and no payment card details.
Before returning anything
Contact us before shipping an item back. If a return is necessary, we will provide instructions and the return address appropriate to your case. Do not automatically use the address on the parcel. Missing original packaging does not remove statutory warranty rights.
Remedies and return costs
Depending on the situation and applicable rights, a remedy may include repair, replacement, missing components, a partial refund accepted by you, or a full refund. If a return is required for an acknowledged defect or non-conformity, Postura covers reasonable necessary return costs according to the instructions provided and applicable law.
Refund and replacement timing
We handle requests without unjustified delay. Where a distance purchase is validly cancelled under Quebec’s Consumer Protection Act, Postura refunds amounts due no later than 15 days after cancellation, without waiting for its supplier to reimburse it. If a return is required in this context, Postura covers reasonable return costs and provides instructions consistent with legal deadlines.
For defective or non-conforming items, repair, replacement or refund is carried out under applicable statutory warranties within a reasonable time considering the issue. We confirm the remedy and timeframe in writing. No general 30-day period postpones a legal right or deadline. Replacement transit time will be specified and cannot justify unreasonable delay.
Refund method
After approval, we confirm the amount and processing by email. Refunds use the original payment method unless otherwise agreed or required by law. The time until funds appear depends on your payment provider and bank.
Postura remains your contact
Postura handles your request and coordinates with logistics partners when necessary. You do not need to obtain our supplier’s approval yourself to exercise your rights against Postura.