Returns & Exchanges

Arrived damaged or defective

This one is on us. If your piece arrives damaged, or there is a flaw in the craftsmanship, email woodchartca@gmail.com within 14 days of delivery with a photo of the damage and your order number.

We will send a replacement or issue a full refund, whichever you prefer. You will not pay return shipping, and there is no fee.

Changed your mind

If the piece is not right for your space, you can return it within 30 days of delivery for a refund of the item price.

To be eligible, the piece must be unused, in the same condition you received it, and returned in its original packaging. We ask for a receipt or order number so we can find your purchase.

If your return is accepted, we will email you a return shipping label. We do not charge a restocking fee, so the full item price comes back to you.

How to start a return

1. Email woodchartca@gmail.com. Include your order number and tell us whether the piece arrived damaged or you would like to return it.
2. We will reply with a return shipping label and instructions. Please wait to hear from us before shipping anything back so your return does not go astray.
3. Pack it in the original packaging and send it back with the label. These pieces are large and fragile, so pack it carefully.
4. We will inspect it and email you once it arrives to confirm your refund is on the way.

Refunds

Once we receive and inspect your return we will email you to confirm. Approved refunds go back to your original payment method within 5 to 10 business days, though your bank or card issuer may take a few extra days to post it.

If it has been more than 15 business days since we confirmed your refund and you still do not see it, check with your bank first, then email woodchartca@gmail.com and we will track it down with you.

Exchanges

Want a different frame or a different water? Email woodchartca@gmail.com and we will walk you through it.

What we cannot accept

• Pieces returned more than 30 days after delivery
• Pieces that have been used, hung, altered or damaged after delivery
• Pieces returned without their original packaging

Your rights

Nothing in this policy limits the rights you have under the consumer protection legislation of your province or territory.

Questions

We are a small operation and real people read every message. If anything here is unclear, or you are not sure whether your situation qualifies, just ask: woodchartca@gmail.com. We would rather talk it through than have you guess.