Refund and Return Policy

Effective date: August 10, 2026

Thank you for shopping with Buckna & Kootenay Cedar. This policy explains our voluntary return program and the remedies available under applicable Canadian and British Columbia consumer protection laws.

1. Change-of-mind returns

Subject to the exclusions below, you may request a return within 30 days after receiving your order.

To qualify, the product must:

• be unused, unworn and unwashed;
• remain in its original condition and packaging;
• include all tags, accessories, manuals and components; and
• be accompanied by valid proof of purchase.

Please contact us before returning a product. Returns sent without authorization may be delayed or refused where permitted by law.

2. Non-returnable products

Unless defective, incorrectly described or subject to a mandatory legal remedy, change-of-mind returns are not accepted for:

• personalized, customized or made-to-order products;
• gift cards and downloadable products;
• perishable goods;
• earrings, underwear and hygiene-sensitive products;
• swimwear or personal-care products with an opened hygiene seal;
• products damaged through misuse, neglect or ordinary wear; or
• products clearly identified as final sale before purchase.

3. Damaged, defective or incorrect products

Inspect your order promptly after delivery. If a product arrives damaged, defective, incomplete or different from what you ordered, contact us as soon as reasonably possible with your order number, a description of the issue and, where helpful, photographs.

After assessing the claim, we may provide a repair, replacement, price adjustment, cancellation or refund, depending on the circumstances and applicable law. Nothing in this policy limits a mandatory consumer right or remedy.

4. Return shipping

Customers are responsible for shipping costs for voluntary change-of-mind returns. Original delivery charges are not normally refundable unless required by law.

For a confirmed defective, damaged, incorrectly supplied or legally non-compliant product, Buckna & Kootenay Cedar will cover reasonable return costs or provide suitable return instructions.

5. Voluntary refunds

We will inspect the returned product after it arrives. Approved voluntary refunds are normally issued to the original payment method within 5 to 10 business days. Your financial institution may require additional processing time.

Where permitted by law, we may deduct an amount reflecting damage or loss in value caused by handling beyond what is reasonably necessary to inspect the product.

6. Exchanges

Exchanges depend on product availability. In some cases, the quickest option is to return the original product and place a separate order.

7. Statutory cancellation rights

British Columbia law provides cancellation rights for distance sales contracts in certain circumstances. These may apply where required pre-contract information was not properly disclosed, the final contract does not match the disclosures, a required copy of the contract was not provided, or the products were not supplied within the legally applicable period.

When a distance sales contract is validly cancelled under applicable law, we will provide the required refund, without unauthorized deductions, within the statutory period. Any applicable statutory right prevails over this voluntary policy.

8. Contact

Buckna & Kootenay Cedar
Email: returns@bucknaandkootenaycedar.ca
Telephone: +1 250-555-0164
456 Buckna Street
Trail, BC V1R 3K3
Canada

Customer service hours are Monday to Friday, 9:00 a.m. to 5:00 p.m. Pacific Time, excluding British Columbia statutory holidays.