Refunds & Exchanges

Returns

Our policy lasts 30 days - no exceptions. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be new, unused and in the same condition that you received it. It must also be sealed in the original packaging (if applicable)

To complete your return, we require a receipt or proof of purchase. 

Do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted: (if applicable)

Non-returnable items:

Gift cards

Paper

Books / DVDs

Any item not in its original condition, is damaged or missing parts for reasons not due to manufacturing error.

Any item that is returned more than 30 days after delivery

Refunds (if applicable)

Once your photo of the damage is received and inspected, we will send you an email to notify you that we have received it. We will also notify you of the approval or rejection of your refund. Please send photos to info@encaustic.ca

If you are approved, 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.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact 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

info@encaustic.ca

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

All credits are for the items only and do not include tax or the cost of shipping. 

Exchanges (if applicable)

We only replace items if they are defective or damaged and within 30 days of purchase.  The item must be shipped back to us so we can asses the damage and will be exchanged for the same model or you can also be offered a credit. (Shipping both ways will be covered by customer).

All credits are for the items only and do not include tax or the cost of shipping.

Gifts

As above for returns and exchanges.

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a credit for the value of your return . Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn't marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they forward the credit along to you. With their permission, using the email they provided, we will send the credit directly to you.

All credits are for the items only and do not include tax or the cost of shipping.

Shipping

To return your product, you should mail your product to: RR1 S6 C9 Kaleden  CA V0H1K0

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.