Refund policy
Returns
If you are unsatisfied with your purchase you may return your item up to 15 days of receiving your item. Unfortunately we can’t offer you a refund or exchange after 15 days.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Please note that our wooden toys may contain natural markings and not considered a defect - knots and visible grains can be expected and is what makes your product beautiful and unique (not to mention sustainable). The painting may vary from product to product due to its handmade nature. If you would like to choose a with the least amount of markings, please add a note during check out and we will do our best to accommodate your request.
Several types of goods are exempt from being returned. Custom orders are final sale.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Pokémon TCG products
- Stuffed animals
- Sale items
To complete your return, please email us at contact@jsrainbows.ca. We require a receipt or proof of purchase. Return shipping costs are at the cost of the buyer. If your order qualified for free shipping at the time of purchase, the cost of shipping will be deducted from the total refund amount if your total purchase value is under $75 CAD.
There are certain situations where only partial refunds are granted (if applicable)
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 15 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at contact@jsrainbows.ca
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded and are final sale. In the event your item arrives damage, please contact us within 48 hours of delivery with photos if your item and the package it was delivered in.
Exchanges (if applicable)
We only replace items if they are defective or damaged. Return shipping will be at the cost of the buyer, once the item is received we will ship out its replacement.
Please note that all purchases of Pokemon Trading Card Game (TCG) products are final sale. We do not accept returns or exchanges for these items except in the case of manufacturer's defects or damage incurred during shipping.
Shipping
Prior to returning your product, please contact us at contact@jsrainbows.ca
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Items sent by regular mail will be deducted $2 for Canadian Orders, $4 for orders to the United States and $6 for orders outside of North America.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.