Dollarama Canada Returns: Store Purchases vs Online Order Problems

Quick answer: Dollarama says its ordinary store-purchase policy is no exchanges or refunds. Its published online-order help treats damaged, defective or incorrectly supplied goods differently. The distinction matters: a receipt does not by itself turn a change-of-mind store purchase into an eligible refund. Read the official Dollarama Canada policy or help page for the terms tied to your purchase.

A store receipt does not create a general return window

Dollarama states that signs near checkout and printed receipts communicate its no-exchange, no-refund store policy. A customer who simply bought the wrong colour or changed their mind should not expect the store to apply a standard 30-day return rule. Dollarama does say that a request presented with a receipt may be reviewed through its product-related customer-service form; a review is not a promise that a refund or exchange will be approved. Keep the receipt and identify the item, date and store if requesting clarification.

A different process for a problem with an online order

For online orders, Dollarama describes a route for products received damaged, defective or different from what was ordered. It asks customers to advise it through its Contact Us form within 30 days from shipment and provide photographs of the affected products and original packaging. It also says eligible returns must meet its specified condition and packaging requirements, and customer service will communicate the next steps. Do not take an online order to a store expecting the refund to be processed there: Dollarama explicitly says stores cannot process online-purchase refunds.

Refund destination and return shipping

According to the company, where an online return meets its conditions, the refund goes to the payment method used for the order; original shipping and handling charges are not refunded. For an accepted return involving a wrong or damaged item, Dollarama says it will cover the return fee and provide carrier-tracking details. These provisions relate to the online-order issue process, not to a general right to return any store purchase.

A purchase situation explained

Hypothetical example: You bought party supplies at a store and later discovered that you already owned the same items. Even with the till receipt, Dollarama’s ordinary no-return policy remains relevant. By contrast, if a shipped order contained a broken item, photograph the item and its packaging, find the shipping notification, and submit the online product issue within the company’s stated notification period. The two requests are not processed by the same route.

Official customer-service route

Use Dollarama’s product-related form for a store-purchase question and its online-order contact form for a shipment problem. Include the order number for an online purchase or receipt details for a store purchase; do not send payment-card information through an unofficial contact page. Open the relevant official help page.

Common question

Can a Dollarama store refund an online order?

Dollarama says no; use the online Contact Us process for an eligible shipped-order issue.

Research checked: 2026-09-20. This independent guide explains published company policies, not a guaranteed outcome for an individual request. Purchase-specific terms and the company’s current account/order instructions may differ.