Holiday Returns

Orders placed for the Holidays from November 15th onward can be returned up to January 17th, 2012. Electronic items must be returned unopened.

Return Period

Items that can be returned may be refunded up to 30 days from their shipment date.
Kobo eReaders must be returned to one of our Chapters, Indigo or Coles stores.
Kobo eReaders must be returned in its original unopened packaging. Store purchases can be returned within 14 days of purchase. If the Kobo eReader was purchased Online or using one of our Store Kiosks you can return it up to 30 days from shipment date.
If your Kobo eReader is defective but past 14/30 days and within 1 year of purchase pleae conatct Kobo for the manufacturers return process.

Heather's Guarantee
Every Heather's Pick item is a guaranteed great read, so you may return any Heather’s Pick item at any time after purchase, in any condition, for a full refund. This guarantee is good for both Store and Online purchases. Proof of purchase is still required for the return. Returns more than 30 days after purchase will need to be returned to a Chapters, Indigo, or Coles store for processing.

1 - Return your item to any Chapters, Indigo or Coles store.
Simply bring the item(s) you wish to return in its original condition (CDs/DVDs/Videos must be in their plastic wrap), along with the packing slip (which is your receipt) that came with the order within 30 days of the shipment date. The shipment date of your order can be found on your packing slip.

To find the retail location nearest you, use our Store Finder, or for details on our returns policy, please see our Online Returns: Terms and Conditions.

2 - Return your item through Canada Post.

Return your item to chapters.indigo.ca online.

• Sign-in to "Your Account", select "Your Order History" and click the order number for the order you wish to return.
• Select the item(s) you wish to return and include the quantity, condition and reason for return - you can use the check-boxes and drop down menus provided.
• Click "Return Details Summary" to check your return information, then click "Request Label" and follow the instructions provided.
• To receive your postage-paid return shipping label, click "Print Label". Please print two labels and keep one keep these labels for your records.
• Attach the label to the outside of your return parcel and enclose either a copy of your packing slip or an invoice. Please make sure the label bar code and address is completely visible and not wrapped or obstructed from view. You can always print an invoice from your online account.
• Most packages can be deposited in any Canada Post mailbox, but larger packages must be taken to a Canada Post outlet.
• Returns are generally processed in 2-3 business days from the time we receive it. Please allow an additional 2-5 days for your credit card provider to apply the refund to your credit card.

Please Note

If you have placed your order using the Checkout without an Account option and wish to to return your order please return it to the nearest store with the packing slip. If you are unable to return to a store you can return mail the package to the address listed in the packing slip in the returns instruction portion of the packing slip.

If you're returning a package because it arrived damaged, or because you received the wrong item, you will not be charged a return shipping fee. All other returns are charged a return shipping fee which is deducted from your refund total when you submit your return online. For details on our returns policy, please see Online Returns: Terms and Conditions.

Checking Your Return Status Online

• Sign-in to "Your Account" and select "Your Order History". Then select the order number you returned - you'll be able to see whether your return has been processed and your account credited.

Returning Gifts
If you received a chapters.indigo.ca order as a gift and would like to return it, you can do so at any of our retail locations.

To return the gift, please bring your item(s) in their original condition, along with the packing slip that came with your gift to any Chapters, Indigo or Coles retail store. You'll receive an Indigo Gift Card equal to the value of your gift, redeemable online or at any of our retail locations.

U.S. and International returns
U.S. and International orders should be returned using registered mail, as we cannot accept responsibility for lost or damaged returned orders. Find out more about how to return International Orders.

Exchanges
Currently, the only way to exchange an item ordered online is to return it for a full refund by following the steps above, and then place a new order for the item you're interested in. Purchases made online cannot be exchanged at our retail locations. If you received an item you didn't order and were billed for it, please return it for a full refund.

PLEASE NOTE: Electronic gift certificates, Gift Cards, the purchase or renewal fee for irewards memberships are non-refundable. Please reference our Online Returns: Terms and Conditions for complete details.

Used and Rare Items
Please note that Used or Rare items are not refundable, except if the item is damaged or is incorrect. If so, please contact our customer service department at 1-800-832-7569, Monday through Friday, 9am to 7pm Eastern time.