Politique de remboursement

We have a 30-day return policy, which means you have 30 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, unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, contact us at orders@cowans.org. Returns must be sent to: Cowan's Office & Art Supplies, 517 Victoria Street, Nelson BC V1L 4K7, Canada.

If your return is accepted, we'll send instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.

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 items cannot be returned, including perishable goods, custom or personalized products, and personal care goods, as well as hazardous materials, flammable liquids, or gases. We also cannot accept returns on sale items or gift cards. Please get in touch with questions about your specific item.

Exchanges

The fastest way to 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.

Refunds

We will notify you once we've received and inspected your return and let you know if the refund was approved. If approved, you'll be refunded to your original payment method within 10 business days. It can take additional time for your bank or credit card company to process the refund. If more than 15 business days have passed since we approved your return, contact us at orders@cowans.org.

EU/EEA consumers — right of withdrawal

If you are a consumer in the EU/EEA, you have the right to withdraw from your purchase within 14 days without giving any reason. This is in addition to your statutory rights.

When the period starts

For goods: 14 days from the day you (or a third party you name, other than the carrier) take physical possession of the goods; for an order of multiple items delivered separately, from the day you receive the last item. For services or digital content on a physical medium: 14 days from the day the contract was concluded.

How to withdraw

Inform us of your decision by a clear statement — by email at orders@cowans.org, by post at Cowan's Office & Art Supplies, 517 Victoria Street, Nelson BC V1L 4K7, Canada, or by using the "Withdraw from contract" function on your account or order page. You may use the model withdrawal form below, but it is not obligatory. To meet the deadline, send your communication before the 14-day period expires.

Returning the goods

Send the goods back without undue delay and in any event within 14 days of telling us you are withdrawing. Return to: Cowan's Office & Art Supplies, 517 Victoria Street, Nelson BC V1L 4K7, Canada.

Cost of returning the goods

You will bear the direct cost of returning the goods. This cost is the actual amount charged by your chosen carrier and varies depending on the item and the shipping destination.

Condition of the goods

You are only liable for any diminished value of the goods resulting from handling them beyond what is necessary to establish their nature, characteristics and functioning.

Refunds (EU/EEA withdrawal)

We will reimburse all payments received from you, including standard delivery costs — except that we are not required to refund any supplementary costs if you chose a delivery type more expensive than our cheapest standard option. We will make the refund without undue delay and no later than 14 days from the day we are informed of your decision to withdraw, using the same payment method you used, at no extra cost to you. We may withhold the refund until we have received the goods back, or you have supplied proof that you have sent them back, whichever is earliest.

Exceptions — when the right of withdrawal does not apply

Including: goods made to your specifications or clearly personalised; sealed goods that are unsuitable for return for health-protection or hygiene reasons and were unsealed after delivery; sealed audio/video recordings or software that were unsealed after delivery; goods that are perishable or may deteriorate quickly; goods inseparably mixed with other items after delivery; digital content supplied on a non-physical medium once performance has begun with your prior express consent and acknowledgment that you thereby lose the right; and services fully performed with your prior express consent.

Faulty, damaged or incorrect goods

Your statutory legal guarantee is unaffected. If goods are faulty, not as described, or otherwise not in conformity with the contract, you are entitled to a repair, replacement, price reduction or refund, and we cover all return costs in those cases. This applies for a minimum of 2 years from delivery.

Model withdrawal form (complete and return this form only if you wish to withdraw from the contract)

To Cowan's Office & Art Supplies, 517 Victoria Street, Nelson BC V1L 4K7, Canada, orders@cowans.org:

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods / for the supply of the following service:

— Ordered on / received on:

— Order number:

— Name of consumer(s):

— Address of consumer(s):

— Signature of consumer(s) (only if this form is notified on paper):

— Date: