Return and Refund Policy

All of our creations are carefully inspected to make sure they meet our quality requirement. As our products are all individually handmade in small batches, slight imperfections, color variations & air bubbles might appear by nature. Theses are not considered a fault but a unique feature to each of our creations and won't affect, in any way, the normal use of the product.

Cancellation

If not already shipped, cancellation are accepted within 24 hours of the moment you placed your order. This also applies for unforeseen cancellation. If your order was cancelled, you will received a full refund.

Refund

Once your order has been refunded on our end, a credit card refund can take several days to process. Depending on your credit card issuer, the refund can take between five to 16 business days.

Returns (CAN\US)

To be eligible for a return, your request must first be accepted. We do not accept any returns that were not prior accepted.

We offer a 14 days return policy (except for our returns exceptions) starting from the date/time that you receive your order (exceptions may apply). To be eligible, the products must be in the same condition as received, unused, in its original packaging

1. To request a refund:
You must send an email at info@studioakiyo.ca

2. If your request is accepted:
We will get back to you with the return address. The materials required to ensure it is packaged securely and the shipping cost will be at the customer charge. Customer must also provide a tracking number which they can send to info@studioakiyo.ca

3. Once we receive your return:
We will inspect the order to confirm its eligibility, you will be automatically refunded in the same payment method you previously choose at the checkout and an email confirmation will be sent.

Returns Exceptions

Sales, special discounts and promotions and tealight candle samples are not eligible for returns. Please note that final sale marked at a discounted prices are final and Shipping fees are always non refundable.

Damages and issues

You must inspect your order upon reception and contact us within the next 48 hours if the item is defective, damaged or if you receive the wrong item. You must provide a description of the damage and photographic evidence to info@studioakiyo.ca

If your item arrived broken; we will open a claim with our courier. Once the claim is open, the courier will try to contact you within a few days to validate a few information and please note that if you do not collaborate, the claim will be automatically close on their end which means that we WON'T be able to help you. 

Studio Akiyo cannot be held responsible for parcels that are left outside in the heat, cold or rain for a long period of time. 

Lost Parcel

To qualify for an insurance claim for loss packages, customers must have purchased a tracked shipping service. Please reach out to us at info@studioakiyo.ca with your order number and details of your package within 15 days from the date that the package was marked as “delivered” by your postal service.

Shipping fees are non refundable.

Parcel Theft

It is the customer’s responsibility to ensure the accuracy and safety of the shipping address provided. We will not be held liable for incorrectly entered shipping information or packages left, stolen, or missing from an unreliable or unsafe shipping address. 

Returned to Sender

The customer is responsible for paying the cost of re-shipping any packages returned to the sender due to issues with delivery. If there is postal fees that needs to be paid upon reception of a parcel that is returned to sender, Studio Akiyo won't accept these fees and therefore will refuse to get the parcel back.