Refund policy
Orders cannot be changed or cancelled after they have been sent for processing.
We hope you love every piece of your purchase, but we understand that sometimes that doesn't work out. We are happy to offer you an online credit on regular priced items if you are not completely satisfied.
We are unable to offer refunds, but all eligible regular priced items purchased online may be returned for a credit within 14 days of purchase, as long as items are unused and all tags and packaging are attached and in original condition. Credits will not include any shipping fees paid. Credits issued can only be used towards a future online purchase and cannot be used in person in store.
You must email sales@heavenlyouthouse.com prior to making an online return, whether you are bringing it back in person or mailing. In-store staff cannot assist with online order returns in person or on the phone.
If you purchased items online, you can mail them back to us at your expense or return them in person to our Cochrane location after a return has been opened. Original shipping costs are non-refundable, unless the item you received was damaged and cannot be replaced. If an item is returned outside of the 14 day time period or arrive in less than original condition, no credit can be offered.
Damaged or Incorrect Items:
We thoroughly check every item, however, if you receive an item that is damaged or incorrect, contact us at sales@heavenlyouthouse.com within 2 days of the item being delivered to be eligible for a replacement or refund. Please provide photos of the item, any packaging if it is damaged, and a photo of your enclosed packing slip. Heavenly Outhouse reserves the right to decide whether an item will be replaced or refunded.
In our frigid Canadian climate, it is not uncommon for liquids to have minor leaks during their transit due to liquids expanding when they freeze. For this reason we ship all liquids in plastic bags. Minor leaks are not considered damages, and are to be expected when ordering some liquid products.
Loose threads, slight variations in shape or stitching and minor fiber shedding of soft products will also not be considered a defect or damage. Soft items are typically shipped in padded mailers that are slightly compacted to ensure we can continue to offer free shipping on orders over $99 and low flat-rate shipping across Canada. Plush toys are meant to be squished and cuddled, and will regain their shape in a day or two!
Final Sales:
All items on sale, seasonal specific items and cards are final sale, no exceptions.
All earrings and face masks are final sale due to health regulations.
Specially ordered half sizes or sizes 11+ of MeditationRings.
Discount Codes:
Discount codes must be used during checkout during the time they are deemed valid. It is not possible to apply a discount code after an order has been submitted. No refunds or credits will be issued if a discount code was not used during checkout.
Parcels Not Received:
In very rare cases your tracking will show a parcel was delivered, but you have not received it. If delivered by courier, a proof of delivery photo will be available to show you where to locate your parcel. If delivered by Canada Post, please check your mailbox as this is typically where your parcel is delivered. Be sure to also ask all others in your household if they intercepted or brought the parcel inside.
If proof of delivery photo shows the parcel was delivered to your home, we cannot be held responsible for theft after delivery. In all other cases, if the parcel is still not located, reply to any of your order emails and let us know. Claims for undelivered parcels or parcels shown delivered to the wrong address must happen within 7 days of your order being marked delivered (or 30 days from shipping if not marked delivered). After this time, no claim can be submitted.
We’ll work with our shipping partner to create an investigation, but we cannot offer refunds or replacements without first completing this process. We do not replace orders marked as delivered by the carrier unless the investigation confirms it was lost or misdelivered. The carrier will often need to gather information from you as part of their investigation and you will be responsible for responding to them during this process.
Incorrect Addresses and Parcels Returned to Sender:
Parcels returned to the sender for any reason will incur a return shipping fee payable by the customer, and an additional shipping fee to re-ship the order. No refunds are issued for parcels returned to sender and both the return fee and re-shipping fee must be paid for the items to be re-shipped. If you choose not to re-ship, you will receive a store credit less the original shipping fees, the return to sender fee and a 10% restocking fee.
No refunds will be issued when parcels are returned to sender for any of the following reasons:
- an incorrect or invalid address was provided
- the parcel was refused or went unclaimed by the receiver
- the international destination country's postal service did not attempt delivery
- the international destination duties and taxes were not paid
- imported items are restricted by the international destination country