Refund policy
This Return and Refund Policy applies to purchases made from Exotica Woods, operating the Exotica Woods storefront.
Merchant Information
Exotica Woods
115 Rue Vercingétorix
Saint-Calixte, Quebec J0K 1Z0
Canada
Phone: +1 514-746-1424
Email: exo.seller@exoticablankspremium.com
Website: rarepenblanks.com
30-DAY RETURN POLICY
Unless otherwise stated below, customers may request a return within 30 days after receiving their order.
To qualify for a voluntary return, the product must be returned in substantially the same condition in which it was received and must not have been cut, turned, drilled, machined, altered, finished, glued, installed, incorporated into another project, or otherwise materially modified by the customer.
Proof of purchase may be required.
Before returning an item, please contact us at:
exo.seller@exoticablankspremium.com
Returns must be authorized before being sent.
Authorized returns must be sent to:
Exotica Woods
115 Rue Vercingétorix
Saint-Calixte, Quebec J0K 1Z0
Canada
Items returned without prior authorization may not be accepted.
NATURAL WOOD, BLANKS, BOARDS AND UNIQUE PIECES
Many products sold by Exotica Woods are made from natural wood, exotic wood, reclaimed wood, figured wood, spalted wood, burl, natural formations, epoxy, or combinations of these materials.
Wood is a natural material. Variations in colour, grain, figure, texture, density, mineral deposits, spalting, knots, inclusions, small checks, natural voids and other naturally occurring characteristics may be present.
These natural characteristics do not automatically constitute defects.
Where a natural characteristic, repair, crack, inclusion, void, colour variation or other feature is clearly shown or disclosed in the product photographs, videos or description before purchase, that disclosed characteristic forms part of the product purchased.
Nothing in this policy limits any mandatory legal warranty or consumer right that applies to the purchase.
WHAT YOU SEE IS WHAT YOU GET
Many products offered on our website are unique pieces.
When a product listing states or clearly indicates that the customer is purchasing the exact piece shown in the photographs or video, the piece displayed is the piece that will be shipped, subject only to an obvious listing or inventory error.
Photographs and videos are intended to provide an accurate representation of the actual product.
Minor differences in colour may occur because of lighting, cameras, screens or display settings.
Nos pièces de bois sont séchées et stabilisées pendant un minimum de 10 mois. Tous nos morceaux sont uniques et correspondent exactement aux photos et vidéos affichées (ce que vous voyez est ce que vous obtenez). Pour une transparence totale, nous prenons systématiquement une photo de chaque commande avant expédition comme preuve de son état irréprochable.
IMPORTANT - ACCLIMATATION : Le bois naturel est sensible aux chocs thermiques. Il doit s'acclimater à son nouvel environnement. Tout dommage causé par une mauvaise manipulation (ex. : exposition soudaine à des températures extrêmes, comme placer un bois froid directement près d'un poêle à bois ou d'une source de chaleur) relève de la responsabilité de l'acheteur et annule toute possibilité de retour. Les caractéristiques naturelles du bois ne sont pas des défauts.
Les frais d'expédition pour tout retour volontaire sont à la charge du client.
Les DEUX SEULES exceptions où Exotica Woods prend en charge les frais de retour (étiquette prépayée) sont :
- Nous avons commis une erreur et vous avons expédié le mauvais article.
- L'article a été brisé ou endommagé par le transporteur lors de la livraison.
CHANGE-OF-MIND RETURNS
For an eligible return requested because the customer changed their mind, ordered the wrong product, or no longer wants the product, the customer is responsible for return shipping costs unless applicable law provides otherwise.
Original shipping charges are generally not refundable for voluntary change-of-mind returns, except where required by applicable law.
The customer is responsible for securely packaging the returned product.
DAMAGED, DEFECTIVE OR INCORRECT ITEMS
Please inspect your order after delivery.
If an item arrives damaged, defective, materially different from what was ordered, or if the wrong item was shipped, contact us as soon as reasonably possible at:
exo.seller@exoticablankspremium.com
Please include your order number and, when possible, photographs or video showing the issue and the packaging.
When the problem is attributable to Exotica Woods or the shipment qualifies as damaged, defective or incorrect under applicable law, we will evaluate the situation and provide an appropriate solution, which may include replacement, refund, repair or return at our expense, depending on the circumstances and applicable legal requirements.
PRODUCTS MODIFIED BY THE CUSTOMER
Because wood blanks and boards are commonly cut, drilled, turned, carved, machined or otherwise transformed after purchase, customers should inspect products before beginning work.
A voluntary return may be refused where the product has been materially modified after delivery.
This provision does not exclude a customer's rights concerning a hidden defect, legal warranty or other right that cannot lawfully be excluded.
CUSTOM AND PERSONALIZED ORDERS
Custom-made, specially cut, personalized or made-to-order products may not qualify for a voluntary change-of-mind return once production or customization has begun.
This exclusion does not apply where mandatory consumer law provides otherwise or where the item is defective, damaged, incorrect or does not conform to the agreement.
SALE AND PROMOTIONAL ITEMS
Products purchased during a promotion, discount or sale are not automatically final sale.
Unless a product was clearly identified as Final Sale before purchase, eligible discounted products remain subject to this Return and Refund Policy.
Final-sale status does not remove any legal warranty or mandatory consumer protection that applies to defective, damaged, incorrect or non-conforming products.
GIFT CARDS
Gift cards are generally non-refundable except where required by applicable law.
ÉCHANGES
Nous n'acceptons pas les échanges directs. Si vous souhaitez un autre article, veuillez retourner le produit initial (sous réserve de nos conditions de retour) et passer une nouvelle commande.
REFUND PROCESSING
Once an authorized return has been received and inspected, we will notify the customer whether the refund has been approved.
Approved refunds will be issued to the original payment method unless another method is required or agreed upon.
Une fois le retour autorisé reçu et inspecté, le remboursement sera traité dans un délai maximum de 10 jours.
Financial institutions and payment providers may require additional processing time before the refund appears in the customer's account.
If more than 15 business days have passed after we confirmed that a refund was approved, please contact:
exo.seller@exoticablankspremium.com
QUEBEC AND CANADIAN CONSUMER RIGHTS
Nothing in this Return and Refund Policy limits or excludes any legal warranty or other mandatory right available under applicable Canadian or Quebec law, including rights that may apply under the Consumer Protection Act of Quebec.
Our voluntary 30-day return policy is provided in addition to any mandatory rights that cannot legally be excluded or restricted.
SHIPPING AND RETURNS
Shipping procedures, carriers, delivery information, and customs information are described in our Shipping Policy
RELATED POLICIES
For additional information, please consult:
Shipping Policy
Terms of Service
Privacy Policy
Contact Information
CONTACT US
Questions concerning returns, refunds, damaged products or this policy may be directed to:
Exotica Woods
115 Rue Vercingétorix
Saint-Calixte, Quebec J0K 1Z0
Canada
Phone: +1 514-746-1424
Email: exo.seller@exoticablankspremium.com