Refund policy

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.

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 shipped, the customer may request a return according to our return policy. Return shipping costs may be the customer’s responsibility.

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

We have a 30-day return policy, which 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, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at admin@birchstonemarket.ca. Please note that returns will need to be sent to the following address: 3550 Lansbury Crt. West Kelowna, BC, Canada, V4T 1C5

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at admin@birchstonemarket.ca.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

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

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

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at admin@birchstonemarket.ca.

We want you to be satisfied with your purchase.

Returns
Items may be returned within 30 days of delivery if unused and in original condition.

Non-Returnable Items
Certain items (such as personal care or opened products) may not be eligible for return.

Refunds
Once your return is received and inspected, a refund will be issued to your original payment method.

To initiate a return, please contact us at: support@birchstonemarket.ca