Overview
Our refund and returns policy lasts 7 days. If 7 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused unopened and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, Essential oils, herbs, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
RETURNS:
If you want to return a product to The SilverLeaf you must contact us within 7 days of receipt of said item by emailing returns@thesilverleaf.ca or by calling us at 1-403-830-4491. At which time you will be given a Return Authorization Number, please quote this number in any further correspondence. You must have the original invoice number to refer to. Returns may be subject to a 10% restocking fee.
Due to the increase in shipping costs, we will refund the full amount of your money less shipping charges for any shipping fees billed to us due to a package being returned or refused without prior approval.
DAMAGES:
If you are missing any merchandise from your order, or have received damaged items, take a picture, put the package aside and contact us within 7 days so we may get the issue resolved in a timely manner. The SilverLeaf will, upon your request, replace any merchandise that is received in damaged condition or as a result of a picking error. No merchandise will be accepted or replacements issued without prior approval to return such merchandise. Filing of damage claims or missing package claims with the shipping provider (Postal Service, Fed Ex, Etc…), should be done immediately.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted:
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 7 days after delivery
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at returns@thesilverleaf.ca .
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at returns@thesilverleaf.ca and once you receive the return authorization send your item to: PO BOX 16, Milo Ab, T0L1L0.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping returns
To return your product, you should mail your product to: PO BOX 16, Milo Ab, T0L1L0.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Contact us at Info@thesilverleaf.ca for questions related to refunds and returns.