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Refund and Returns Policy

Overview

Refunds and returns are possible only up to 30 days following the purchase.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

  • Book with obvious signs of use
  • CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed within 30 days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

If you’ve done all of this and you still have not received your refund, please contact us at [email protected].

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected] and send your item to: 440, Notre Dame avenue, Saint-Lambert, QC J4P 2K4.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift certificate for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: 440 Avenue Notre Dame, Saint-Lambert, QC J4P 2K4.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Donations

The Canada Revenue Agency (CRA) stipulates that a registered charity cannot return a donor’s gift. As a donation transfers ownership of the money from the donor to the charity, once the transfer is made, the charity is obliged to use the gift in carrying out its charitable purposes. Because Our Harbour is a charity, we must follow these guidelines set by the CRA. Visit the CRA website for more details.

We only process refund requests for duplicate donations or amounts blatantly entered incorrectly in a form (i.e. 500$ instead of 50$).

Website

All of the preceding also applies to purchases made via our website. 

Third Party Websites

All of the preceding also applies to third party websites unless otherwise specified.

Zeffy

All of the preceding also applies to purchases made via Zeffy. 

Refunds for payments made through ACH or PAD can only be processed after 60 days from the original payment date.

When a refund is processed, buyers will automatically receive a refund confirmation email from Stripe to your email address and should see the money in your account within 5-10 business days.

CanadaHelps.org

(https://charityhelp.canadahelps.org/en/articles/when-does-canadahelps-refund-a-donor/)

We only process refunds (excluding donations made through Ticketed Event) on an exceptional basis, such as in the case of an unintended duplicate donation, or a blatantly wrong donation amount inserted by the donor (e.g., $300 donated instead of $30). 

CanadaHelps will send an email to the charity, providing them at least a week’s notice. If the charity has any questions/concerns about the refund, we delay the debit until the questions are resolved.

When we have the green light, our Support Team processes the full refund through our system, which immediately refunds the donor’s card and automatically updates the charity’s account (debits to a charity’s bank account are processed weekly).

Afterwards, in your Donation Summary screen (i.e., under the Donation Reports tab), you will see a ”  ” icon beside the refunded donation. And, the refunded donation will still show as an entry in downloaded donation reports (will display a value of ‘TRUE’ under the ‘VOIDED TRANS’ column).

In person sales

All of the preceding also applies to purchases made in person. 

Need help?

Contact us at [email protected] for questions related to refunds and returns.