By making a purchase from our store, you acknowledge and agree to adhere to this policy.
1- 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.
2- 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.
3- Only regular priced items may be returned and refunded. Sale (Discounted/Promotion/Liquidation) items cannot be refunded.
4- 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, inspected and accepted, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. if you haven’t received a refund yet, first check with your bank. There is often some processing time before a refund is posted.
5- The following fees apply to all eligible returns and cancelled orders:
- Original shipping costs are non-refundable.
- A 6% processing fee (based on the total amount, including shipping and taxes).
- A $20 CAD restocking fee.
- Any return shipment fees.
6- Undeliverable Orders
If your order is returned to us due to incorrect shipping details, refused delivery, unclaimed packages, or other reasons identified by the carrier, you will be charged the return fee. Reshipping requires payment of new shipping costs. If you cancel, the original shipping, return shipping, processing fee (6%) and restocking fee (20$) will be deducted, with the balance refunded.
7- 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.
8-Lost (total/partial) 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.
Orders that are lost in transit by the carrier, either partially or completely, are eligible for a 100% replacement if ONLY the order includes PV-Protection.
9-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.
Orders damaged during transit by the carrier are eligible for a replacement (excluding glass products, jars, bottles, etc.) if ONLY the order includes PV-Protection.
10- Missing Units and Wrong items : Please contact us within 15 days of receipt and provide clear photos of the shipment when submitting a claim for missing units or quantities.
Contact us for any questions related to refunds and returns: