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
Studio Akiyo cannot be held responsible for parcels that are left outside in the heat, cold or rain for a long period of time.
Shipping Issue & Insurance Policy
We ship all orders with insured tracking for your peace of mind. In the rare event that a package is marked as delivered but not received, or arrives damaged, the courier requires the recipient to file the insurance claim directly. This is mandatory, as the courier must verify the loss or damage with the person who received (or did not receive) the parcel.
Once the claim is submitted, we will provide any supporting documentation needed on our end.
Lost / Marked as Delivered but Not Received
If your order is marked as delivered but you did not receive it, please file a claim with the courier using your tracking number. The courier will contact you to confirm delivery details and complete their investigation.
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.
Damaged Items
If your order arrives damaged, please take clear photos and file a damage claim with the courier. They will request proof directly from you to process the insurance reimbursement.
Refunds
Refunds or replacements are issued after the courier approves the insured claim.
This ensures that both you and our small business are protected, as we are only able to refund once the courier reimburses us for the insured shipment.
We’re here to support you throughout the process and will help with any documents required from our side.
Returned to Sender
