Refund policy
Our Satisfaction Commitment
We stand behind the quality of every artisan product we curate. If something isn't right, we're here to help.
Damaged or Defective Items Please inspect your box upon delivery. If any item arrives damaged, defective, or is missing, contact us at info@vancouverislandinabox.ca within 7 days of delivery with:
- Your order number
- Photos of the damaged/defective item
- Brief description of the issue
We'll provide a replacement or full refund for the affected item(s).
Quality Concerns If a product doesn't meet your expectations, contact us within 7 days of delivery. We'll review your concern and work with you to find a solution, which may include a replacement, store credit, or refund.
What's Not Eligible for Return Due to the artisanal and perishable nature of our products:
- Perishable food items (unless damaged/defective on arrival)
- Items that have been opened, used, or consumed
- Custom or personalized boxes
- Products purchased on final sale or clearance
Return Process
- Email us at info@vancouverislandinabox.ca with your order number and issue details
- We'll respond within 2 business days
- For approved returns, we'll provide return shipping instructions
- Items sent back without prior approval will not be accepted
Return Shipping
- Our responsibility: We cover return shipping for damaged, defective, or incorrect items
- Your responsibility: Customer covers return shipping for other approved returns
Refunds Once we receive and inspect your return, we'll notify you of approval status. Approved refunds are processed to your original payment method within 5-7 business days. Please allow additional time for your bank or credit card company to post the refund.
Exchanges The fastest way to get a replacement item is to return your original item (once approved) and place a new order for what you'd like instead.
Questions? Contact us at info@vancouverislandinabox.ca - we're here to help make things right.