Refund policy

 

1.0 Returns

  • All items are final sale.  No refunds or returns. Thank you for understanding.

  • However, we do accept exchanges for manufacturer’s defects (See below).

1.1 Exchanges 

  • We only exchange items if they are defective during manufacturing up to 60 days.  It was does not cover 3rd party damages, damages done by the user or wear and tear under proper intended use. 

  • While we endeavor to maintain a high level of quality control, occasionally, you may encounter a manufacturing issue with your item.

  • Items shall be repaired or replaced at the discretion of Nose & Hearts Scentwork Supplies, and if not repairable, it will be replaced.

1.2 Exchange Process:

Canada only:  We aim to make returns as smooth as possible! Here’s what to expect if you need to return a product:

  • First Return Shipping Cost: For the initial return, Nose & Hearts will cover the shipping cost at regular parcel mail rates. If you prefer an expedited shipping service, the extra cost will be at your expense.
  • Subsequent Returns: For any additional returns after the first, all shipping expenses will be the customer’s responsibility.
  • Return Process: You may print a shipping label yourself and provide your own suitable packaging (usually you can simply use the packaging it orignally came in).  Alternatively, if you’re unable to print the label, you can visit a Canada Post location with a PR code provided by Nose & Hearts (issued once the return is validated). Canada Post will print the label for you at no additional cost.

  • For higher-priced Items: Before shipping any replacement, we require a tracking number or confirmation that the item has been dropped off for return.

Outside of Canada:

  • For shipped items, it is at the expense of the purchaser to and from Nose and Hearts. 

  • Do consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item and can not replace an item that is lost during shipping. 

Local Purchase: 

  • For items that were purchased locally: The buyer agrees to deliver the item to Nose & Hearts in Cobble Hill, BC, for any repairs or replacements. Once the item is ready, the buyer will pick it up from the same location. An alternate location may be available if Nose & Hearts is travelling in your area. Please reach out to us at noseandhearts@gmail.com, and we’ll do our best to accommodate.

General:

We’re a small business committed to your satisfaction, and we understand that every situation can be unique. Let’s work together—please don’t hesitate to reach out with any concerns, and we’ll do our best to make it right.

Warranty repairs on collars and leashes for as long as it is available from the manufacturer

  • See Warranty for more detailed information.