Return, Refund, Exchange & After-Sales Policy

Version: V1.2
Effective Date: 22 August 2026

Trade Name: Witchwood Jewelry
Legal Entity: 1001232923 ONTARIO INC.
Business Address: 3550 Victoria Park Avenue, Suite #209, Toronto, ON M2H 2N5, Canada
Phone: +1-647-236-6837
Email: witchwoodjewelry@gmail.com

1. Scope of this Policy

This policy applies to natural crystals, crystal bracelets, jewellery, accessories, rough stones, minerals and other physical goods sold by Witchwood Jewelry (the "Store"), including but not limited to:

in-store purchases;
online purchases;
online orders paid in advance and collected in store;
orders placed by telephone, email or other remote means;
mailed and couriered orders;
custom-made items;
resized items;
special-order items.

Except where mandatory law provides otherwise, this policy forms part of the Store's terms governing sale, delivery and after-sales service.

2. General Rule: No Change-of-Mind Return Period

Except as expressly stated in this policy or required by applicable mandatory law, the Store:

does not offer a 7-day change-of-mind return period;
does not offer a 14-day change-of-mind return period;
does not offer change-of-mind returns;
does not provide refunds, returns, exchanges or Store Credit for personal preference, subjective assessment or other personal reasons.

Where the item does not involve a matter that the Store is legally required to address, the following do not constitute grounds for a refund, return or exchange:

the customer changes their mind;
the customer no longer likes the item after purchase;
the customer decides the item is not suitable for them;
the customer's subjective expectations change after purchase;
the customer later finds another item they prefer or at a lower price;
a family member, friend or third party does not like the item;
the customer no longer needs the item for personal, financial, relationship, gift-giving or other reasons;
the customer is subjectively dissatisfied with the natural colour, texture, transparency, inclusions or structure of a crystal;
the customer later reassesses an item that was already inspected and accepted.

3. Regular In-Stock Items: Cancellation Before In-Store Pickup

For regular in-stock items, a paid order may be cancelled before the customer or an authorized person completes in-store pickup.

If the Store confirms that the order qualifies for cancellation, the Store will ordinarily initiate the refund to the original payment method within 5 business days.

The time required by banks, card issuers, Shopify, payment processors or other financial institutions to post the refund is outside the Store's control.

This section applies only to regular in-stock items.

4. Custom, Resized and Special-Order Items

The following are special orders, including but not limited to:

custom-made items;
bespoke items;
items specially designed at the customer's request;
items for which crystals or stones are specially selected at the customer's request;
items resized at the customer's request;
reconfigured stone arrangements;
changed or substituted components;
special-order items;
personalized items.

Once the Store accepts a special order and receives the agreed payment or deposit, that order no longer qualifies for the cancellation arrangement in section 3.

Except where mandatory law provides otherwise, Custom / Bespoke / Special Order items are FINAL SALE.

The customer may not demand cancellation, refund, return or exchange merely because of:

a change of mind;
no longer liking the approved design;
personal reasons;
financial reasons;
a change in intended use;
a change in the opinion of a third party.

If the order involves a deposit, balance, design fee, sourcing fee or special-order charge, the applicable amount and conditions are governed by the order, invoice, written quotation or other written confirmation between the parties.

This section does not exclude statutory consumer rights that cannot lawfully be waived or limited.

5. In-Store Pickup: Inspection Before the Item Leaves the Store

For every item collected in store by the customer, a designated person or an authorized representative, the Store will provide a reasonable opportunity to inspect the item.

Before the item leaves the Store, the customer must check, including but not limited to:

item identity;
style;
quantity;
size;
bead diameter;
colour;
surface condition;
bead condition;
cracks;
chips;
pits;
scratches;
natural patterns;
natural inclusions;
components;
clasps;
stringing condition;
overall condition;
any other matter discoverable through reasonable on-site inspection.

Any visible concern must be raised before the item leaves the Store.

6. Completed In-Store Pickup Is Final Sale

After being given a reasonable opportunity to inspect the item, the customer's confirmation of the item and removal of it from the Store means that the customer is deemed to have:

received a reasonable opportunity to inspect the item;
confirmed that the correct item was received;
confirmed the quantity;
accepted conditions that were discoverable through reasonable inspection at pickup;
accepted the normal natural characteristics of natural crystals;
completed the delivery and pickup process.

To the extent permitted by applicable law, once in-store pickup is completed, the transaction is FINAL SALE.

For change of mind, personal preference, or any condition discoverable through reasonable inspection at pickup, the Store does not accept returns and does not provide refunds, exchanges or Store Credit.

7. Claims Made After Pickup

After the customer has completed the on-site inspection and taken the item from the Store, a later assertion that the item has any of the following does not, by itself, create a right to a refund, return, exchange or Store Credit:

a crack;
chip;
scratch;
pit;
colour variation;
natural internal fracture;
clouding;
natural texture;
natural inclusion;
bead-to-bead variation;
another condition that should reasonably have been discoverable at pickup.

The Store may consider:

order records;
product records;
pre-delivery photographs;
pickup records;
the inspection performed;
any signed pickup acknowledgement, if applicable;
other reasonable evidence;

to determine whether the condition existed at delivery and whether it was reasonably discoverable during on-site inspection.

This section does not exclude statutory consumer rights that applicable law makes non-waivable.

8. Damage After Delivery

After delivery, the customer is responsible for reasonable use, wear, storage and care of the item.

The following conditions arising after delivery are ordinarily not original product defects:

dropping;
impact;
compression;
pulling;
overstretching;
improper wear;
improper cleaning;
prolonged immersion;
heat;
extreme temperature changes;
contact with perfume;
contact with cosmetics;
contact with chemicals;
customer alteration;
customer disassembly;
third-party alteration or repair;
improper storage;
normal wear and tear;
damage caused by external force after delivery.

Damage caused by the above circumstances is not a ground for a refund or return.

9. Natural Characteristics of Crystals

The customer understands and accepts that natural crystals, stones and minerals are not standardized glass, resin or plastic products.

Natural crystals may naturally contain, including but not limited to:

internal fractures;
clouding;
mist-like inclusions;
pits;
mineral voids;
natural fissures;
crystal growth lines;
colour bands;
natural inclusions;
dark points;
associated minerals;
natural depressions;
uneven surfaces;
variations in colour depth;
variations in transparency;
texture differences from bead to bead;
naturally formed irregular structures.

Where these features result from natural mineral formation, their presence alone does not constitute product damage, a manufacturing defect or a quality problem.

Every natural crystal item is unique.

10. Product Images and Reasonable Colour Variation

The Store uses reasonable efforts to display products accurately.

Visual appearance may be affected by:

natural light;
indoor lighting;
photography equipment;
mobile-device screens;
computer displays;
screen brightness;
colour settings;
ambient light.

Accordingly, reasonable visual differences may exist between the physical item and its electronic image.

Reasonable colour variation and the natural individuality of crystals are not grounds for refund, return or exchange.

This section does not apply where an important material, type, principal attribute or other material fact has been incorrectly described.

11. Shipped and Mailed Orders: 48-Hour Reporting Period

Upon receipt of a shipped or mailed order, the customer should promptly inspect:

outer packaging;
item style;
item quantity;
item condition;
whether there is obvious transit damage;
whether the wrong item was sent;
whether any item is missing.

If there is:

a wrong item;
a quantity error;
a missing item;
obvious transit damage;
obvious damage present at receipt;
another order-fulfilment issue discoverable through reasonable inspection at receipt;

the customer must contact the Store within 48 hours from the Delivery Time defined in this policy.

12. Definition of Delivery Time

For the purposes of this policy:

Delivery Time ordinarily means the time recorded by the carrier as delivery to the address shown on the order, an authorized recipient, building front desk, concierge, mailroom, designated safe-drop location or designated pickup point.

If the item is delivered in accordance with the order information to:

the customer;
a designated or authorized recipient;
an adult resident of the household;
building front desk;
concierge;
mailroom;
a lawful designated pickup location;

delivery is presumed completed in the absence of reasonable evidence to the contrary.

After receipt by one of the above persons or locations, the following do not, by themselves, constitute non-delivery:

internal forwarding delay;
failure to notify the customer promptly;
delay by a household member in forwarding the item;
front-desk or property-management delay.

If the customer provides reasonable evidence showing:

a carrier-record error;
misdelivery;
actual delivery at a later time;
that delivery did not in fact occur at the system-recorded time;

the Store may use the actual delivery time that can reasonably be verified as the start of the reporting period.

The time at which the customer opens or begins inspecting the package is not Delivery Time and does not automatically extend the 48-hour reporting period.

13. Information Required for a Shipping Claim

When making a shipping-related claim, the customer must provide information reasonably requested by the Store based on the circumstances, including:

order number;
recipient name;
photographs of the full item;
clear photographs of the affected area;
video where reasonably necessary;
photographs of the outer packaging;
photographs of the shipping label;
photographs of inner packaging and cushioning materials;
other information reasonably requested by the Store to investigate the matter.

The customer must retain the item, packaging, shipping label and other relevant materials until the investigation is complete.

14. The 48 Hours Is Not a Return Period

The 48-hour period is solely a reporting period for obvious transit damage, wrong items, missing items, quantity errors and other receipt-time issues discoverable through reasonable inspection.

It is not a general return period;
it is not a Cooling-Off Period;
it is not a trial period;
it does not create a general right to a refund or exchange.

Accordingly, even if the customer contacts the Store within 48 hours, where there is no matter that the Store is required by this policy or applicable law to address, the Store will not accept a refund, return or exchange merely because the customer:

changes their mind;
does not like the item;
believes the colour is unsuitable;
believes the item differs from their personal expectations;
no longer needs the item for personal reasons.

15. Obvious Problems Reported After 48 Hours

For issues that should reasonably have been discoverable upon receipt, including:

obvious transit damage;
visible damage;
wrong item;
missing item;
quantity error;
another obvious order problem;

if the customer does not report the matter within 48 hours from Delivery Time, the Store may refuse the after-sales claim to the extent permitted by applicable law.

This section does not exclude statutory consumer rights that applicable law makes non-waivable or non-limitable.

16. Lost, Undelivered or Misdelivered Parcels and Carrier Investigations

Parcel loss, non-delivery, suspected carrier misdelivery and disputed delivery records are separate from claims concerning damage or product condition after receipt.

The customer should contact the Store promptly upon discovering any of the following:

tracking has not updated for an extended period;
the carrier indicates that the parcel may be lost;
tracking shows 'Delivered' but the customer states that the parcel was not actually received;
suspected misdelivery;
a dispute concerning the delivery address or delivery status.

16.1 Customer Cooperation with Investigation

The customer must reasonably cooperate with the Store and the relevant carrier and provide information reasonably required for the investigation, including but not limited to:

confirming the complete delivery address;
confirming contact information;
checking the property and safe-drop locations;
asking household members, family, front desk, concierge, mailroom, property management or other authorized persons whether the parcel was accepted;
providing photographs, screenshots or written information relevant to the delivery dispute;
complying with reasonable carrier-investigation requests;
completing a non-receipt declaration or other investigation document reasonably required by the carrier or the Store.

If the customer does not provide reasonably required information or refuses reasonable cooperation, the Store may suspend processing of the claim until sufficient information is received to continue the investigation.

16.2 High-Value or Special Claims

For:

high-value items;
repeated non-receipt claims;
suspected theft;
a material factual dispute;
another claim reasonably requiring further verification;

the Store may, where lawful and reasonable, require additional evidence, including but not limited to:

a signed non-receipt statement;
carrier investigation documents;
proof of address;
identity confirmation;
a police occurrence number;
a police report;
a statutory declaration;
other evidence reasonably related to the claim.

The Store will determine whether additional evidence is reasonably required in light of the item value, facts and risk.

16.3 No Automatic Refund During Investigation

A report of non-receipt, misdelivery, loss or theft does not, by itself, create an immediate right to a refund, exchange, reshipment or other compensation.

If a carrier investigation is required, the Store is not required to make a final determination regarding responsibility or a final refund outcome before sufficient investigation results are available.

The time required for a carrier investigation depends on:

the carrier;
shipping method;
item value;
case complexity;
whether theft or misdelivery is involved;
whether police, insurers or third parties must participate.

Actual investigation time may therefore vary.

After obtaining reasonably required information and investigation results, the Store will determine the appropriate response based on:

shipping records;
carrier findings;
customer evidence;
the Store's order and address records;
other reasonable evidence;
applicable law.

16.4 Authorized Receipt and Designated Delivery Locations

If the item is delivered in accordance with the order information or the customer's authorization to:

the customer;
a designated or authorized recipient;
an adult resident of the household;
building front desk;
concierge;
mailroom;
a lawful designated safe-drop location;
a lawful designated pickup point;

the Store and carrier are presumed to have completed delivery in the absence of reasonable evidence to the contrary.

After such delivery, the following internal custody or forwarding issues do not, by themselves, mean that the Store failed to deliver:

an internal family handoff issue;
a household member's failure to notify the customer promptly;
a front desk's failure to notify the customer promptly;
property-management delay;
the customer's failure to collect the parcel promptly.

This section does not exclude statutory consumer rights that applicable law makes non-waivable.

17. Sale, Clearance and Final-Sale Items

Items clearly marked SALE, CLEARANCE or FINAL SALE are not eligible, to the extent permitted by applicable law, for a change-of-mind refund, return, exchange or Store Credit.

The Final Sale designation does not exclude statutory consumer rights that applicable law makes non-waivable.

18. An After-Sales Claim Does Not Mean Automatic Approval

Submitting a complaint, product claim, transit-damage claim, refund request or exchange request does not mean that the Store accepts the allegation.

Nor does it mean that the customer automatically qualifies for a refund, return, exchange, Store Credit or replacement.

The Store may reasonably verify:

the original order;
product information;
product description;
delivery records;
on-site inspection records;
product photographs;
photographs or video submitted by the customer;
carrier records;
item use;
cause of damage;
timing of the claim;
other relevant evidence.

19. After-Sales Processing Time

The Store will use reasonable commercial efforts to process valid after-sales claims.

Ordinarily, the Store will provide an initial response or preliminary position within approximately 5 business days after receiving sufficient information.

Carrier investigations, postal investigations, insurance claims, third-party assessments, police involvement or the need for additional evidence may extend the processing time.

The 5-business-day period is an initial-response service target only and does not require the Store to make a final determination within that period for a complex shipping, loss or liability dispute.

Applicable statutory deadlines remain unaffected.

20. Unauthorized Returns

Without the Store's prior confirmation, the customer must not return an item by mail, courier, third-party delivery, leaving the item outside the Store, or any other unapproved method.

An unauthorized return does not automatically create a right to a refund, exchange or Store Credit.

21. Return Shipping Costs

The Store is not responsible for return shipping costs for a voluntary return request where the Store has no duty to accept the return.

Where applicable consumer-protection law requires a statutory cancellation, refund or other legally required return remedy, the return method and reasonable shipping costs will be handled as required by applicable law.

22. Crystal Bracelet Restringing and After-Sales Maintenance

For crystal bracelets purchased from Witchwood Jewelry, if an elastic cord, string or other stringing material later breaks, the Store may provide restringing service based on the actual condition of the item.

Restringing is an After-Sales Maintenance Service intended to assist the customer in continuing to use the original item.

Providing restringing service:

does not constitute a refund;
does not constitute a return;
does not constitute an exchange;
does not constitute Store Credit;
does not mean that the Store admits an original product defect;
does not change the item's original Final Sale status.

Whether restringing is available, whether a fee applies, and whether elastic cord, string, components, metal findings or other materials must be replaced will be determined by the Store based on the item's actual condition.

If beads or components are missing or damaged, the item has been altered by the customer, modified or repaired by a third party, or the issue involves more than simple string breakage, the Store may determine whether restringing can be provided and may charge for additional materials, components or repair.

23. Store Credit

Except where mandatory law provides otherwise, the Store does not provide Store Credit as an alternative resolution for a refund, return, exchange or product issue.

Store Credit is not part of the Store's general return policy and is not a form of refund that a customer may demand or negotiate.

24. Online Orders and Transaction Information

For online consumer transactions governed by Ontario consumer-protection rules relating to an Internet Agreement, the Store will provide the transaction information required by applicable law, including where applicable:

merchant identity;
contact information;
product description;
product price;
taxes;
shipping charges;
other applicable charges;
total amount;
payment method;
delivery arrangements;
cancellation, refund and return conditions;
other material transaction restrictions.

Before completing an online order, the customer should have a reasonable opportunity to review the order information and correct input errors.

After the order is completed, the Store will provide an order or transaction record by email or another means that allows the customer to retain and access it later.

25. Online Orders Do Not Automatically Carry a General 7-Day Return Right

Purchasing an item online does not, by itself, create a general 7-day change-of-mind return right.

The Store does not voluntarily provide a general commercial 7-day online change-of-mind return period.

However, where applicable law gives a consumer a specific cancellation right because of particular transaction circumstances, a failure to satisfy a statutory disclosure obligation, a contract-copy obligation or another legal requirement, this policy does not exclude any such right that cannot lawfully be excluded.

26. Product Descriptions

The Store will use reasonable efforts to ensure that material product descriptions are truthful and accurate, including where applicable:

product type;
product material;
product identity;
product size;
principal features;
other important information affecting the purchase decision.

Nothing in this policy concerning natural texture, natural internal fractures, natural inclusions, colour variation or Final Sale may be interpreted as permitting false, deceptive or materially misleading statements about an important fact concerning an item.

27. Preservation of Statutory Consumer Rights

This policy is intended to define the Store's commercial return and after-sales arrangements to the extent permitted by law.

Nothing in this policy is intended to exclude, waive, limit or circumvent a statutory consumer right that cannot lawfully be excluded or waived by contract.

If any provision of this policy conflicts with mandatory applicable law, that mandatory law prevails only to the extent necessary to resolve the conflict.

28. Interprovincial and Cross-Border Sales

The Store operates from Ontario, Canada.

To the extent permitted by law, this policy and related transactions are principally governed by the laws of Ontario and the applicable federal laws of Canada.

However, where mandatory consumer-protection provisions of the customer's location, the delivery location or another legally applicable jurisdiction cannot be excluded by contract, this policy does not purport to exclude those mandatory rights.

This section must not be interpreted as the Store voluntarily offering refunds, returns or exchanges beyond what such mandatory law requires.

29. Severability

If a court or competent authority determines that any provision or part of this policy is invalid, unenforceable or inconsistent with mandatory law, that provision will be ineffective, limited or interpreted only to the extent necessary and permitted by law.

All other provisions remain in effect.

A finding concerning one provision does not, by itself, invalidate this policy as a whole.

30. No Waiver and Case-Specific Exceptions

The Store's failure to enforce any provision of this policy in a particular transaction does not waive the Store's right to enforce that provision in the future.

If the Store provides any goodwill treatment, after-sales assistance, special repair, special arrangement or other case-specific solution in a particular matter, that treatment applies only to that matter.

The specific terms of any exception are governed by the written communications relating to that case.

Any such exception:

does not amend this policy;
does not create a continuing business practice;
does not create a promise to another customer;
does not automatically apply to a transaction involving a different amount;
does not automatically apply to a different type of product;
does not automatically apply to another order with different facts.

No other customer may claim the same treatment solely because the Store provided a special arrangement for a different order, item or set of circumstances.

31. Policy Updates

The Store may update this policy from time to time in response to changes in law, business operations, product types, payment methods or delivery methods.

As a general rule, the version reasonably disclosed or made available when the customer enters into the relevant transaction governs that transaction, subject to any subsequently applicable mandatory law.

32. Governing Law

Subject to section 28 and any mandatory consumer-protection rules of another jurisdiction that cannot lawfully be excluded, this policy and related transactions are principally governed by the laws of Ontario and the applicable federal laws of Canada.

33. Language and Prevailing Version

This Policy may be made available in English, French and Traditional Chinese.

To the extent permitted by applicable law, in the event of any inconsistency, ambiguity, translation difference or discrepancy between the English version and any translated version of this Policy, the English version shall prevail and govern.

The French and Traditional Chinese versions are provided to facilitate customer access and understanding.

Nothing in this section excludes, limits or overrides any mandatory language, consumer-protection or other statutory right under applicable law that cannot lawfully be excluded or waived.

IMPORTANT - IN-STORE PICKUP

After the customer has been given a reasonable opportunity to inspect the item, confirms the item and takes it from the Store, the transaction is FINAL SALE for change of mind, personal preference and conditions discoverable through reasonable inspection at pickup.

NO RETURN • NO REFUND • NO EXCHANGE • NO STORE CREDIT, except where applicable law requires otherwise.

IMPORTANT - SHIPPING ORDERS

Obvious transit damage, wrong or missing items, quantity errors and other receipt-time issues discoverable through reasonable inspection must be reported within 48 hours from the Delivery Time defined in this policy.

48 HOURS IS A REPORTING PERIOD - NOT A RETURN PERIOD. It is not a general return period, trial period or Cooling-Off Period. Non-waivable statutory consumer rights remain unaffected.