Refund policy

Refund & Return Policy

We want you to be satisfied with your purchase. If you have questions about an order, return, refund, or damaged item, please contact us at admin@birchstonemarket.ca.

Order Cancellations

Orders may be canceled for a full refund if the order has not yet been shipped or processed with our supplier.

If an order has already been submitted to our supplier and can no longer be canceled, we may be unable to cancel the order. In that case, the customer may request a return after delivery according to our return policy.

If an order has already been shipped, the customer may request a return according to this policy. Return shipping costs may be the customer’s responsibility.

Returns

We have a 30-day return policy. This means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it: unworn or unused, with tags if applicable, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, contact us at admin@birchstonemarket.ca.

If your return is accepted, we will provide instructions on how and where to send your package.

Return Shipping

Return shipping costs may be the customer’s responsibility unless the item arrived damaged, defective, or incorrect.

If a return shipping label is provided, any applicable return shipping cost may be deducted from the refund unless otherwise stated.

Restocking Fees

A restocking fee may apply only to returned physical items that have been shipped, opened, used, damaged, missing packaging, or require repackaging. Any applicable restocking fee will be deducted from the refund.

Damages and Issues

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or if you receive the wrong item. We will review the issue and work to make it right.

Non-Returnable Items

Certain items may not be eligible for return, including perishable goods, custom or personalized products, personal care goods, opened products, hazardous materials, flammable liquids, gases, sale items, and gift cards.

Please contact us at admin@birchstonemarket.ca if you have questions about whether a specific item can be returned.

Digital Products

Due to the nature of digital downloads, digital products are generally non-refundable once the file has been delivered, downloaded, or accessed.

If you have trouble receiving, opening, or using your digital file, please contact us at admin@birchstonemarket.ca and we will help resolve the issue.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, if eligible, and once the return is accepted, make a separate purchase for the new item.

European Union 14-Day Cooling-Off Period

If merchandise is being shipped into the European Union, you may have the right to cancel or return your order within 14 days, for any reason and without justification. As above, the item must be in the same condition that you received it: unworn or unused, with tags if applicable, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we have received and inspected your return and let you know whether the refund was approved.

If approved, you’ll be refunded to your original payment method within 10 business days. Please remember it can take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at admin@birchstonemarket.ca.