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Return & Refund Policy

By making a purchase from our store, you acknowledge and agree to adhere to this policy.

Returns/ Exchange/Cancellation

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a refund or exchange.

We extend this period to 45 days from day of purchase for holydays season : November 1 – December 31 of the year.

1- All sales of liquid products, including but not limited to Fragrance Oils, Incense Oil, Diffuser Oils, and DPG, are considered final. These products are non-refundable, and returns are not acceptable under any circumstances. Under no circumstances will liquid products be exchanged or refunded once purchased.

2- Only regular priced items may be returned and refunded. Sale (Discounted/Promotion/Liquidation) items cannot be refunded.

3- Fragile Items Policy

**This policy is applicable only on products with the below icon on the product page.

Special Policy

We take extra care in packaging all fragile items, including glass jars. Each order is secured with bubble wrap and marked with fragile stickers to ensure protection during transit. However, once the package is shipped, we are not liable for any damage that may occur during delivery.

  • No Refunds or Exchanges: We do not offer refunds or exchanges for broken or damaged jars.
  • Shipping Responsibility: Any damage incurred during transit is the responsibility of the shipping carrier. There is no need to purchase additional insurance, as carriers do not insure glass items.
  • Pickup Recommended: For fragile items, we highly recommend choosing the pickup option to avoid any risk of damage.

4-Return Conditions:

To be eligible for a return/refund, the item must be unopened, unused, in its original packaging and in the same condition as when you received it.

You can return your order in person at our warehouse or by using your own shipping carrier at your expense.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. 

5- Undeliverable Orders

If your order is returned to us due to incorrect shipping details, refused delivery, unclaimed packages, or other reasons identified by the carrier, you will be charged the return fee. Reshipping requires payment of new shipping costs. If you cancel, the original shipping, return shipping, processing fee (3% for credit card/PayPal or 6% for Afterpay), and a $20 restocking fee will be deducted, with the balance refunded.

6-Lost Shipments or Packages

Please be aware that we are not responsible for any lost or undelivered packages once they have left our facility. Unfortunately, we are unable to offer replacements or refunds for lost shipments. Once your order has been handed over to the carrier, we no longer have control over the logistics process and are bound by the carrier’s policies.

In the event of a lost package, the consignee (customer) should contact the carrier directly to initiate a claim.Please note that Canadian carriers may take up to 60 business days to respond after you submit your claim.

7-Damaged package

All items undergo thorough inspection before shipping to ensure that no defective products are dispatched. Our products are meticulously packaged to provide maximum protection, so any damage to products occurs exclusively during transit.

If you receive damaged products, please promptly initiate a claim with the carrier. Shipping companies such as UPS, FedEx, Canpar Express, and Purolator require photographic evidence of the damage, along with a detailed description, to process the claim. 

8- Missing Units and Wrong items

We encourage customers to carefully inspect their order within 15 days of receipt (including weekends and holidays) and to report any missing items or quantities within this timeframe. For orders picked up directly, we recommend checking the items thoroughly at our warehouse before leaving.

Please provide clear photos of the shipment when submitting a claim for missing units or quantities.

9- Incorrect Shipping Details

When you place an order, we use the exact delivery address and name provided to fulfill your order, without any modifications to the details. If an incorrect address or name is entered, the carrier will contact either you or us to obtain the correct information and complete the delivery. Please note that any modification fees charged by the carrier will be billed to you.

Refund Fees

The following fees will be applied to all eligible returns and cancelled orders.

**Original shipping costs are non-refundable.

**A processing fee of 3-6% of the total amount (including shipping and taxes) + Restocking fee of 20$CAD + Any Return Shipment fees.

There is no processing fees for orders paid by Interac/Bank Transfer.

Please note that orders paid through “Buy Now, Pay Later” services, including Afterpay, Affirm, Sezzle, Veemo, or similar platforms, will be subject to a 6% processing fee.

Refund Initiation

If the return is accepted, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days (5-8 working days).

If you haven’t received a refund yet, first check with your bank.There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at: [email protected].

Contact us for any questions related to refunds and returns: 

+1 (450)499 6882
 
[Date of Policy Update: November 6, 2023 ]