Refund policy

 

This Return and Refund Policy applies to products purchased directly from thornandburrowx.shop. It explains our voluntary return program and is in addition to any mandatory rights available under Canadian federal, provincial, or territorial law.

30-Day Voluntary Return Period

You may request a voluntary return within 30 days after the date the order is shown as delivered. To qualify, the item must be unused, unworn, unwashed, unaltered, and in substantially the same condition in which it was received, with original tags, accessories, manuals, seals, and packaging. Proof of purchase from thornandburrowx.shop is required.

Send the request to info@thornandburrowx.shop with your order number, the item to be returned, and a short explanation. If the item is damaged, defective, incorrect, or materially different from its description, include clear photographs when reasonably possible. We will review the request and provide return instructions. Do not send an item to an address shown on a parcel label unless we specifically authorize that address for the return.

Items Not Eligible for a Change-of-Mind Return

For health, hygiene, safety, and anti-fraud reasons, the voluntary return program does not cover:

perishable goods, food, flowers, or products with a limited shelf life;
personal-care, intimate, sanitary, or health-related items that have been opened, unsealed, worn, or used;
customized, personalized, made-to-order, or final-sale items when clearly identified before purchase;
gift cards, downloadable or other digital content once supplied with the customer’s authorization, where permitted by law;
hazardous materials, flammable liquids or gases, or goods that cannot legally or safely be returned through ordinary mail; and
items damaged after delivery through misuse, neglect, unauthorized modification, improper storage, or ordinary wear and tear.

These exclusions apply only to voluntary change-of-mind returns. They do not exclude remedies required for defective, unsafe, misdescribed, undelivered, or otherwise non-conforming goods, and they do not override any legal warranty or cancellation right.

Damaged, Defective, Incorrect, or Missing Items

Inspect the order promptly after delivery. If an item arrives damaged, defective, incomplete, incorrect, or materially inconsistent with the product description, contact us as soon as reasonably possible. We may ask for the order number, photographs, packaging information, and a description of the problem so that we can investigate.

When the claim is valid, we will provide the remedy required by applicable law and, where the law permits a choice, may offer repair, replacement, price reduction, or refund. We will cover reasonable authorized return costs for a defective, damaged, incorrect, or misdescribed item. We may not require the return of an unsafe item where shipment would create a risk.

Return Shipping for Change-of-Mind Returns

For an accepted voluntary change-of-mind return, the customer is responsible for return shipping unless we state otherwise in writing. Use a trackable method and keep proof of delivery. Original standard shipping was free and is not deducted. Expedited or optional delivery charges, if any were expressly selected, are non-refundable except where the refund is required by law or resulted from our error.

Refund Processing

After an authorized return is received and inspected, we will notify you whether it is accepted. An approved refund is issued to the original payment method. Financial institutions and payment providers may require additional processing time after we submit the refund. We do not provide cash refunds for card or digital-wallet purchases.

If only part of an order is returned, only the price and applicable taxes for the accepted item are refunded. If a promotional discount applied across several items, the refund will reflect the proportionate discount allocated to the returned item. A refund may be reduced only for a loss in value caused by handling beyond what was reasonably necessary to inspect the item, and only where applicable law allows that reduction.

Cancellations Before Shipment

You may ask to cancel before shipment by emailing info@thornandburrowx.shop. We will try to stop processing, but cancellation is not guaranteed once fulfillment has begun. If the order has shipped, the voluntary return rules apply after delivery. If we cancel an order, all amounts collected for the cancelled item are returned to the original payment method.

Late or Failed Delivery and Mandatory Rights

The estimated delivery window is addressed in our Shipping Policy. If goods are not supplied within the period required by the law of your province or territory, you may have a right to cancel and receive a refund. For example, several Canadian jurisdictions provide cancellation rights when an online order is not delivered within 30 days after the agreed supply or delivery date, or after the contract date when no date was provided. Applicable law controls the precise conditions and notice periods.

Residents of Québec may also have statutory cancellation and chargeback rights for distance contracts when required pre-contract information or a compliant copy of the contract was not provided, or when delivery obligations were not met. Residents of Alberta, British Columbia, Ontario, and other jurisdictions may have comparable or additional rights. Nothing in this policy requires a consumer to waive those protections, a legal warranty, a right arising from an unfair practice, or access to a court or class proceeding.

Contact

Return and refund requests: info@thornandburrowx.shop. Include your order number and send the request from the email address associated with the order when possible.