Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase and pictures of the product if it was defective.
To start a return, you can contact us at info@branchesandknots.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@branchesandknots.com.
The refund will be processed through the original payment method only.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), personal care goods (such as beauty products), sale items, second-hand items and gift cards. For reasons of hygiene and the personal safety of our customers, the following items may not be returned: masks, pierced earrings, hosiery, underwear and swimwear. Please get in touch if you have questions or concerns about your specific item.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We offer free / partially covered shipping for purchases totaling $150 CAD as follows:
For Canadian addresses:
- Free exchange service is available only for the first purchase.
For U.S. addresses:
- The same flat shipping fee as the original shipment for sending items will be charged for the first exchange.
- Customers are responsible for the return shipping fee.
For orders shipped to addresses in countries other than Canada and the United States:
- Partial coverage of the shipping fee is provided for sending the exchanged item, up to $25 CAD.
- $25 CAD will be refunded to your account after purchasing with the shipping fee.
- Any shipping costs beyond $25 CAD will be the responsibility of the customer.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please note that the shipping fee will be charged if the original shipment was free shipping.
Please remember it can take some time for your bank or credit card company to process and post the refund too.
