Refund policy

Order Cancellations

Orders may be cancelled within 24 hours of being placed. To request a cancellation, please email sales@prunusshop.com with your order number.

After the 24-hour cancellation window has passed, the order cannot be cancelled. Eligible items may still be returned in accordance with the policy below.

Returns

We accept return requests for eligible items within 14 days of delivery.

To be eligible for a return, the item must be unused and in the same condition in which it was received, with any original tags and packaging included. A receipt or other proof of purchase is also required.

Artisan-made goods are considered final sale and cannot be returned. Please review product descriptions carefully before purchasing, as natural variations and minor irregularities are inherent characteristics of handmade objects and are not considered defects.

To request a return, please contact us at sales@prunusshop.com before sending your item. If your return is approved, we will provide instructions on how and where to send it. Items returned without prior authorization will not be accepted.

Approved returns must be sent to:

prunus
105–6833 Buswell Street
Richmond, BC V6Y 0L3
Canada

Customers are responsible for all return-shipping costs unless the item arrived damaged, defective, or incorrect. Original shipping charges are non-refundable. We do not charge a restocking fee.

For any questions about a return, please contact sales@prunusshop.com.

Damages and Order Issues

Please inspect your order upon delivery. If an item arrives damaged or defective, or if you receive the wrong item, contact us as soon as possible at sales@prunusshop.com.

Please include your order number and clear photographs of the item and its original packaging so that we can assess the issue and make it right.

If we confirm that an item arrived damaged, defective, or incorrect, prunus will cover any applicable return-shipping costs. These situations are handled separately from ordinary return requests.

Natural variations in colour, glaze, texture, form, size, and finish are expected in artisan-made goods and are not considered defects. These variations reflect the materials and processes involved in making each object.

Exceptions and Non-returnable Items

We do not accept returns for:

• Items that have been used
• Artisan-made goods
• Sale or discounted items
• Gift cards
• Food, beverages, and other perishable goods
• Custom, personalized, or special-order products
• Personal-care products
• Hazardous materials, flammable liquids, or gases

Final-sale status does not limit any rights or remedies that may apply to an item that is damaged, defective, incorrectly described, or incorrectly shipped.

Please contact us before purchasing if you have questions about whether a particular item is eligible for return.

Exchanges

We do not process direct exchanges. The fastest way to obtain a different item is to return the eligible item you purchased and, once the return has been approved, place a separate order for the replacement.

Customers are responsible for shipping the original item back to us. Any replacement order will be treated as a new purchase and may be subject to the shipping charges applicable at the time the order is placed.

European Union 14-Day Cooling-off Period

If an order is shipped to the European Union, you may have the right to cancel or return it within 14 days of delivery without providing a reason, subject to applicable consumer-protection laws.

Returned items must be unused and in the same condition in which they were received, with their original tags and packaging included. A receipt or other proof of purchase is also required.

Unless applicable law requires otherwise, customers are responsible for return-shipping costs. Mandatory statutory consumer rights take precedence over this return policy where applicable.

Refunds

We will notify you after we receive and inspect your return and confirm whether the refund has been approved.

Approved refunds will be issued to the original payment method within 10 business days. We do not deduct a restocking fee. Original shipping charges and customer-paid return-shipping costs are non-refundable unless the return results from an item being damaged, defective, or incorrectly shipped.

Your bank or credit-card provider may require additional time to process and post the refund. If more than 15 business days have passed since we approved your refund, please contact us at sales@prunusshop.com.