Your satisfaction is our priority, if our products do not meet your needs or expectations please go over the information below and return or exchange it to us within 30 days of receipt and we will be more than glad to either an exchange or refund. All terms bellow are subject to change without notice, for all inquires please e-mail Returns@BurlapCanada.com
Certain products and services provided or sold by us are non-refundable. Below is a list of these items and services:
- Shipping charges
- Coupons and discounts
- Used or damaged items
- Opened packed items
Refunds will be issued to the original payment method unless agreed upon otherwise by a team member and customer. A 15% restocking fee will be deducted for all returns and exchanges. Up to a 50% restocking fee will be deducted for all returns or exchanges on custom items (i.e. custom shaped pillows, custom burlap items, and burlap curtains, and all other custom items). The refund will be issued after receiving the goods and only after they have been examined to ensure that there are no signs or use. The shipping charges for the order will not be refunded. Please understand that these fees are neither arbitrary nor meant to be punitive; they are based on an evaluation of the costs that we incur.
Not Qualified for Returns:
Custom products may not be eligible for returns and is up to the team members discretion.
All returns must be approved before being shipped back to the warehouse, an approval confirmation number will be provided during contact with a representative for approved returns. If approved customer will then ship back the undesired items (at customers own expense), only verified items will be accepted for returns. In the event that a non verified item has been returned the customer can either choose to have it shipped back (at customers own expense) or leave it at the warehouse without receiving a refund. For your protection a traceable or insured shipping method is recommended so the package can be tracked and a delivery confirmation can be sent. Upon receipt of the items they will be inspected and examined to ensure they are the correct items and no damage or abuse has occurred. Please allow up to 5 business days once the product has been received for the inspection process. A credit, exchange or refund will only occur once the items have been approved by one of our inspectors.
- All returned or exchanged products must be in the original packaging and shipped securely to ensure no damage occurs during shipping.
- Products must be free from signs of use.
Return Approval Confirmation Number (RACN):
An RACN (Return Approval Confirmation Number) will be provided after contact with one of our return specialists. An RACN will only be provided to customers who's returns or exchanges will be accepted. Contact regarding returns and exchanges must be done over e-mail or phone and must be initiated within 30 days of receipt. Any returns without an RACN will be rejected.
Return shipping is to be paid at customers expense and is non refundable. For your protection it is recommended that products are shipped back using a traceable and/or insured shipping method, to ensure that the product arrives with a delivery confirmation. We will assume no responsibility for products which are lost or arrive damaged due to poor carrier shipping and handling.
Returned products that do not meet the requirements described in our return policy customer will be sent photographs and a details case summary of the reasons for failure of our requirements. The products will then be deemed not eligible for a refund and no refund will be given. At that time Customer can either have it shipped back (at customers own expense) or the appropriate restocking fee will be charged depending on the classification of the returned item. Other options on how to proceed for not eligible returns may also be given at this time to ensure customer satisfaction.