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Refund policy

Introduction

At By The Home, we want you to be completely satisfied with your purchase. This Refund Policy outlines our procedures and guidelines regarding returns, exchanges, and refunds for products purchased through our website bythehome.ca (the "Site").
Please read this policy carefully before making a purchase. By placing an order on our Site, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy.

Return Eligibility

Eligible Returns

You may return items purchased from By The Home within 30 days of the delivery date, provided that:
  1. The item is in its original condition
  2. The item is unused and unworn
  3. The item includes all original packaging, tags, and accessories
  4. You have proof of purchase (order confirmation email or receipt)

Non-Returnable Items

The following items cannot be returned:
  1. Items that have been used, worn, or damaged after delivery
  2. Custom or personalized products
  3. Digital products or downloadable items
  4. Gift cards
  5. Items marked as "Final Sale" or "Non-Returnable" at the time of purchase
  6. Personal care items, for hygiene reasons
  7. Items purchased during clearance or special promotional events (unless otherwise specified)

Return Process

To initiate a return, please follow these steps:
  1. Contact Customer Service: Email us at info.bthome@gmail.com within 30 days of receiving your order. Please include your order number and the items you wish to return.
  2. Obtain Return Authorization: Our customer service team will provide you with a Return Merchandise Authorization (RMA) number and return instructions. Returns without an RMA number may be refused.
  3. Package Your Return: Securely package the item(s) in their original packaging, including all accessories, manuals, and documentation. Include the RMA number on the outside of the package.
  4. Ship Your Return: Send your return to the address provided in the return instructions. We recommend using a trackable shipping method, as we are not responsible for items lost or damaged during return shipping.
  5. Refund Processing: Once we receive and inspect your return, we will notify you of the status of your refund. If approved, your refund will be processed according to the Refund Methods section below.

Return Shipping Costs

Standard Returns

For standard returns, customers are responsible for return shipping costs. The original shipping charges are non-refundable.

Defective or Incorrect Items

If you receive a defective item or an item different from what you ordered, we will cover the return shipping costs. Please contact our customer service team to arrange for a prepaid return shipping label.

Exchanges

If you wish to exchange an item for a different size, color, or model, please follow the return process outlined above and place a new order for the desired item. This ensures you receive the replacement item as quickly as possible.
If the exchange is due to a defective product or our error, please contact customer service for assistance.

Refund Methods and Timing

Refund Methods

Refunds will be issued to the original payment method used for the purchase:
  1. Credit/Debit Card Purchases: Refunded to the original card used for the purchase
  2. PayPal Purchases: Refunded to your PayPal account
  3. Gift Card Purchases: Refunded as store credit

Refund Timing

Once your return is received and inspected, refunds are typically processed within 5-7 business days. The time it takes for the refund to appear in your account depends on your payment provider:
  1. Credit/Debit Card Refunds: 5-10 business days after processing
  2. PayPal Refunds: 3-5 business days after processing
  3. Store Credit: Issued immediately after processing
You will receive an email notification when your refund has been processed.

Partial Refunds

We may issue partial refunds in the following circumstances:
  1. Items returned without original packaging or accessories
  2. Items showing signs of use or wear
  3. Items returned outside the 30-day return window but within 45 days
  4. Special circumstances at our discretion
The amount of the partial refund will depend on the condition of the returned item and will be determined by our returns department.

Damaged or Defective Items

If you receive a damaged or defective item, please contact our customer service team within 48 hours of delivery. Please provide:
  1. Your order number
  2. A description of the damage or defect
  3. Photos of the damaged or defective item
We will work with you to resolve the issue by offering:
  1. A replacement of the same item (subject to availability)
  2. A full refund including original shipping costs
  3. Store credit for the full purchase amount plus 10%

Cooling-Off Period for Online Purchases

In accordance with Canadian consumer protection laws, customers have the right to cancel certain types of online purchases within a "cooling-off period." For By The Home customers, this means:
  1. You may cancel your order for any reason within 7 days of placing it, provided the order has not yet shipped
  2. If your order has shipped but not been delivered, you may refuse delivery for a full refund
  3. Once delivered, our standard return policy applies
To exercise your right to cancel during the cooling-off period, please contact our customer service team immediately.

Promotional Items and Free Gifts

  1. If you return an item that qualified you for a free gift or promotional item, you must also return the free gift or promotional item to receive a full refund
  2. If you keep the free gift or promotional item, its value may be deducted from your refund

Seasonal and Holiday Returns

During peak shopping seasons (such as Black Friday and Christmas), we may extend our return period. Any extensions will be clearly communicated on our website and in order confirmations.

Exceptions and Special Circumstances

We understand that special circumstances may arise. If you have a return request that falls outside of this policy, please contact our customer service team, and we will do our best to assist you.
By The Home reserves the right to modify this Refund Policy at any time. Any changes will be effective immediately upon posting on the Site.

Contact

If you have any questions about our Refund Policy, please contact us at:
By The Home
info.bthome@gmail.com