Politique de remboursement
Return and Refund Policy
We want you to feel confident when shopping with Druzél. If you are not completely satisfied with an eligible purchase, you may request a return within 14 days after the order is delivered.
Return eligibility
To qualify for a return, the item must be unused, unworn, unaltered and in the same condition in which it was received. It must also be returned with its original packaging, labels and any included accessories or materials. Proof of purchase is required.
Please do not send an item back before contacting us. Returns sent without prior authorization may not be accepted.
How to request a return
Email contact@druzel.ca within 14 days after delivery. Include your order number, the item you wish to return and the reason for the request. If approved, we will provide return instructions and the return mailing address.
Once a return is authorized, the item must be shipped back within 7 days. We recommend using a trackable shipping service and keeping your shipping receipt until the return has been completed.
Return shipping
Customers are responsible for return shipping costs unless the item arrived damaged, defective or incorrect. Original shipping charges are non-refundable. Druzél is not responsible for returned packages that are lost or damaged in transit.
Damaged, defective or incorrect orders
Please inspect your order when it arrives. If an item is damaged, defective or incorrect, contact us within 48 hours after delivery at contact@druzel.ca. Include your order number and clear photographs of the item, the shipping box and all packaging.
If the issue is confirmed, we will work with you to provide an appropriate replacement or refund and will cover reasonable return shipping when a return is required.
Natural crystals and minerals
Crystals and minerals are natural materials. Variations in colour, pattern, texture, shape, size, inclusions, surface markings and small natural fissures are part of their individual character and are not considered defects. We make every reasonable effort to photograph and describe each item accurately. Where a listing states that the exact piece is shown, the customer will receive the photographed piece.
Non-returnable items
The following items are final sale and cannot be returned or exchanged, except where required by applicable law:
- Digital products, e-books and downloadable guides once accessed or delivered
- Gift cards
- Personalized, customized or made-to-order products
- Sale or clearance items marked “Final Sale”
- Items that have been used, worn, altered or damaged after delivery
- Items returned without their original packaging or included materials
Cancellations
To request an order cancellation, contact us as soon as possible. We cannot guarantee cancellation once an order has entered processing or has been shipped. If the order has already shipped, the return terms in this policy will apply.
Refunds
We will notify you after the returned item has been received and inspected. If approved, the eligible purchase price will be refunded to the original payment method. Original shipping charges are not refunded.
Please allow up to 10 business days after approval for your bank or payment provider to post the refund. If more than 15 business days have passed since we approved your refund, contact us at contact@druzel.ca.
Exchanges
Because many Druzél pieces are one of a kind, we cannot guarantee that the same item will be available for exchange. The simplest option is to return the eligible item and place a new order for the preferred item after the return is approved.
Your legal rights
Nothing in this policy limits any cancellation, refund or other rights available to you under applicable consumer protection law.
Contact us
Druzél
Email: contact@druzel.ca
Mailing address: 3230 Yonge Street, #4150, Toronto, Ontario M4N 3P6, Canada