Refund and Returns Policy

Effective Date: March 1, 2025

Last Modified: March 18, 2025

1. Introduction

At Rocky Scent, a registered DBA of Rocky Art Inc., we are committed to ensuring customer satisfaction while maintaining compliance with Canadian consumer protection laws. This Refund and Returns Policy outlines the conditions and procedures under which returns and refunds may be granted.

2. Eligibility for Returns

Customers may request a return under the following conditions:

  • Requests must be made within 14 days of receiving the order.
  • Items must be unused, in their original packaging, and in the same condition as received.
  • Gift sets must be returned with all original components.
  • Custom or personalized items are considered final sale and are not eligible for return.

3. Return Process

To initiate a return, customers must:

  • Contact our customer support team at [email protected] with the order number and reason for return.
  • Follow the return instructions provided, including the designated return address.
  • Ensure that the return package is securely packed to prevent damage in transit.
  • Cover return shipping costs unless the item is defective or an incorrect product was shipped.

4. Refund Policy

Upon receiving and inspecting the returned item, refunds will be processed as follows:

  • Approved refunds will be issued to the original payment method within 5-7 business days.
  • Original shipping fees are non-refundable.
  • If the returned product does not meet our return criteria, we reserve the right to deny a refund.

5. Exchange Policy

In cases where an item is defective or incorrect, we offer an exchange at no additional cost. To request an exchange, customers must notify us within 7 days of receiving the order.

6. Damaged or Missing Items

If an order arrives damaged or with missing items, customers must notify us within 48 hours of delivery. Supporting evidence, such as photographs of the package and product, may be required for claim processing.

7. Non-Returnable Items

The following items are not eligible for return or refund:

  • Used or opened candles and home fragrance products.
  • Gift cards and promotional items.
  • Final sale or clearance items.

8. Compliance with Consumer Protection Laws

This policy adheres to applicable consumer protection regulations in Canada and aligns with North American standards. Nothing in this policy is intended to limit the statutory rights of consumers under applicable laws.

9. Amendments to This Policy

Rocky Scent reserves the right to update or modify this Refund and Returns Policy at any time. The most recent version will always be available on our website. Continued use of our services constitutes acceptance of any revised terms.

10. Contact Information

For any inquiries regarding this policy, please contact us at [email protected].