Returns & Refund Policy

Return Period

Our return policy extends for 30 days from the date of delivery. After this period has elapsed, we are unable to offer refunds or exchanges.

Custom and Personalized Items

For personalized or custom-designed jewelry pieces:

  • Orders cannot be cancelled or refunded after 24 hours from placement
  • Design modifications may be requested by contacting us at ask@atelierbacane.com
  • Additional fees may apply for design modifications and re-production

Eligible Returns

We accept returns under the following conditions:

  • Items must be in their original, unworn condition
  • Products must be returned with proof of purchase
  • Items must be returned in their original packaging
  • The return is initiated within the 30-day period

Non-Returnable Items

The following items cannot be returned:

  • Custom-designed pieces after the 24-hour cancellation period
  • Items that have been worn or damaged
  • Pieces altered or resized by third parties
  • Special order items

Refund Process

Our refund process includes the following steps:

  1. Upon receiving your return, we will inspect the item
  2. You will receive an email confirming receipt of your return
  3. After inspection, we will notify you of the approval or rejection of your refund
  4. Approved refunds will be processed to your original payment method
  5. Processing time is typically 2-5 business days for the refund to appear in your account

Shipping for Returns

Please note the following regarding return shipping:

  • Return shipping costs are the responsibility of the customer
  • Original shipping fees are non-refundable
  • Return shipping costs will be deducted from your refund amount
  • The return address will be provided upon approval of your return request

Non-Eligible Returns

Returns will not be accepted in the following cases:

  • Failed delivery due to incorrect shipping address provided by the customer
  • Unsuccessful delivery attempts due to customer unavailability
  • Loss of products after confirmed delivery by shipping carriers
  • Items damaged due to improper handling or storage by the customer

Partial Returns

For orders containing multiple items:

  • Refunds will only be issued for returned items that meet our return criteria
  • Partial returns are accepted for eligible items within an order
  • Each item will be evaluated individually for refund eligibility

Contact Information

For any questions about returns or refunds, please contact us:

  • Email: ask@atelierbacane.com
  • Phone: +1 (613) 842-2294
  • Address: 349 Daly Ave, Ottawa, ON K1N 6G8, Canada