Politique de remboursement

Returns & exchanges

You have 30 days from the date of purchase to contact us at hello@hemlockandoak.com regarding any order issues. Change-of-mind returns are not accepted because we offer all of the dimensions and the full PDF for download. If you are unsure of a colour and need more examples, or have any other questions, please contact us ahead of time! If an exception is made at our discretion, the purchaser will be required to bear the return shipping cost, and exceptions will not be made for final sale or customized items. 

We want you to be happy with your purchase, so please make sure you head to our Downloads section and confirm the layout you are purchasing works for you, as we cannot accept returns unless your order arrives damaged or there is an error. 

Please note that dated products sold at a discount in the subsequent calendar year are always final sale.

Cosmetic Variations: Minor cosmetic variations or defects (including but not limited to slight foil irregularities, small registration shifts, variations in material texture, or other manufacturing tolerances) may occur in any order. These are considered within acceptable quality standards and do not qualify as defects. No compensation, damages, or remedies will be offered for such variations. If you believe your product falls outside of normal tolerances, please contact us — we will review on a case-by-case basis and may, at our sole discretion, offer a replacement, exchange, or other resolution.

Shipping

Time sensitivity

Time sensitive orders should select an expedited shipping method at checkout. Please send us an email after you place your order. We ship with various carriers and while parcels are sent out ASAP, delivery times are out of our control, especially during holidays or in extreme weather emergencies such as floods and fires.  

Please note that any orders placed during a free shipping promotion will be sent via a regular shipping method, even if the system allows for an expedited method to be selected.

Wrong address

If you accidentally input the wrong address, please note you will have to take care of an additional shipping and return fee for us to re-send the parcel to the correct address.

Order marked as delivered but not received

Depending on the carrier, this error can occur. Please immediately phone the carrier (i.e, Canada Post or USPS) with your tracking number. If there is no resolution within a week, please email us at hello@hemlockandoak.com. 

If you have concerns about parcel theft, please write in your order notes 'signature upon delivery' at checkout. Please note we are not responsible for stolen parcels.

International orders with duties

International customers are responsible for any duties and taxes imposed by their country. If these charges are not paid, the parcel may be forfeited or destroyed. We cannot refund orders that are abandoned due to unpaid duties.

Care Instructions for Sustainable, Uncoated Materials

To maintain the quality and appearance of our products, which are made with sustainable, uncoated materials, we recommend the following care instructions:

  • Gentle Cleaning: Wipe the surface with a damp microfiber cloth.

  • Warm Water and Mild Soap: Use only mild, non-abrasive soap if needed.

  • Avoid Excess Water: Use a damp cloth, not a wet one.

  • Care Around Foil Areas: Do not apply moisture directly to foil.

  • Avoid Abrasive Cleaners: No scrubbing tools or harsh chemicals.

  • Drying: Air dry completely; avoid direct heat or sunlight.

  • Regular Maintenance: Clean gently and promptly address spills or stains.

By following these care instructions, you can help ensure the longevity and continued beauty of your product. If you have any specific questions about caring for your item, please contact our customer service team for more detailed guidance.

Damage and Liability

Damage On Arrival:

If your item is damaged upon arrival, please immediately take pictures and/or a video, and send it to hello@hemlockandoak.com along with your name, order number, and a brief summary of the issue. We will get back to you as soon as possible to coordinate next steps. Please ensure the planner is packaged carefully to protect it from damage during shipment. Thank you! 

Cosmetic Variations:
Minor cosmetic variations or defects (including but not limited to slight foil irregularities, small registration shifts, variations in material texture, or other manufacturing tolerances) are expected in hand-crafted products. These are considered within acceptable quality standards and do not qualify as defects. No compensation, damages, or remedies will be offered for such variations. We may, at our sole discretion, review individual cases and offer a replacement or exchange.

Regular Wear and Tear:

  1. Exclusion from Warranty: Our products are designed for durability and longevity. However, normal wear and tear from regular use is not covered under our warranty. This includes but is not limited to fading, minor abrasions, and general aging of materials over time.

  2. Sustainable Materials: We are committed to environmental responsibility and use sustainable materials in many of our products. Please note that some of these materials are uncoated to minimize environmental impact. While this supports sustainability, these materials may require more careful handling compared to conventional alternatives.

  3. Care Instructions: To ensure the longevity of our products, we recommend following care instructions: provided with each item. Proper care and handling are crucial, especially for products made with sustainable, uncoated materials.

Accidental Damage:
“Accidental Damage” refers to any damage that is not a result of a manufacturing defect, but rather occurs due to unintended or unforeseen actions post-purchase (including drops, spills, and other physical or liquid damage). Such damage is excluded from coverage. Once the product has been delivered in satisfactory condition, we cannot be held responsible for damages caused by mishandling, misuse, or accidents during the customer’s possession.

EU & EEA Customers — Right of Withdrawal

If you are located in the European Union or European Economic Area, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.

To exercise your right of withdrawal, you must notify us at hello@hemlockandoak.com within the 14-day period with a clear statement of your decision to withdraw (e.g. a letter sent by email).

You must return the goods to us without undue delay and no later than 14 days after the day you communicate your withdrawal. You are responsible for the direct cost of returning the goods.

We will issue a full refund of the original purchase price within 14 days of receiving the returned goods, using the same payment method you used for the original transaction.

Exceptions: The right of withdrawal does not apply to:

  • Goods made to your specifications or clearly personalized