Refund Policy

We have a 10-day return policy, which means you have 10 days after receiving your item to request a return.

Returns on non personalized & customized items can be made within 15 days of receiving your item. 

Returns on customized but not personalized items (you picked the stain of your sign or colour of your frame) may in some cases be returned at our discretion. 

Returns on items featuring personalization cannot be returned. 

We do not refund products damaged as a result of mounting or fixing to a surface (such as a wall). While we do in some cases provide mounting hardware, we cannot guarantee it is the best for your space. We also cannot guarantee the longevity of any hardware provided.

Please inform us immediately if a product arrives damaged, and send pictures to janelle@sumasinc.ca within 48 hours of receiving your product with photos. In most cases we can send you a new item, but must be notified as soon as possible. 

Refunds (if arranged with us)
Some banks handle refunds differently on your credit card's online banking. Authorized transactions may show two charges, or two refunds. Once the transactions move to the statement they will correctly show the amounts in the transactions. 

You can always contact us for any return question at janelle@sumasinc.ca.

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.