OUR STORY


Order Confirmation & Acceptance of Policy

By placing an order through the website of Dubois Heritage House, you confirm that you have read, understood, and agreed to the terms outlined in this Return & Refund Policy.

By completing your purchase, you acknowledge that:

  • You accept the conditions, requirements, and timeframes for returns
  • You agree to follow the return procedure described below
  • In the case of a payment dispute or chargeback, this policy and all related order records may be used as supporting evidence


Returns

If you are not completely satisfied with your purchase, you may request a return within 30 days of receiving your order, provided the conditions below are met.

Return Conditions

To be eligible for a return:

  • The item must not be worn, used, or washed
  • The product must be in its original condition and packaging
  • Only standard inspection and handling is permitted
  • Return shipping costs are the responsibility of the customer

Once your return is received, it will be reviewed and processed within 7 business days.

Please note:
We reserve the right to decline a return if the item shows signs of damage, misuse, or excessive wear not caused by us.


How to Initiate a Return

To start a return request, please follow these steps:

  1. Send an email to info@dubiosheritagehouse.com within 30 days of delivery
  2. Include the following information:
    • Order number
    • Reason for the return
    • Photos (required if the item is damaged or defective)
    • Your full name and delivery address
  3. Wait for confirmation and return instructions before sending your item

Important:

  • Do not return products without prior approval, as unauthorized returns may not be accepted
  • We strongly recommend using a trackable shipping method and keeping proof of shipment until your return has been completed


Damaged or Defective Items

If your item arrives damaged or faulty, please contact us within 48 hours of delivery.

Include:

  • Your order number
  • A clear description of the issue
  • Photos or video showing the defect

After reviewing your claim:

  • A replacement may be offered depending on availability
  • In some cases, returning the item may not be required

Replacement processing typically takes 7 to 14 business days.


Lost or Undelivered Packages

If your order is lost during shipping:

  • Contact us with your order number and tracking details
  • We will assist you in filing an investigation with the carrier

If the package is officially confirmed as lost, we will arrange a replacement or issue a refund.

If a package is:

  • Refused upon delivery
  • Not collected
  • Returned due to an incorrect address

A $35 CAD fee will be deducted from your refund to cover shipping and administrative costs.


Order Cancellation & Withdrawal

You have the right to cancel your order within 30 days of receiving your goods.

However:

  • Once an order has been shipped, it cannot be canceled
  • You may instead return the item after delivery

To request a cancellation before shipment, please contact us at:
info@dubiosheritagehouse.com

Return shipping costs remain the responsibility of the customer.


Chargebacks & Disputes

If you experience any issues with your order, we encourage you to contact us first so we can resolve the matter efficiently.

In the event of a chargeback, we may provide your payment provider with:

  • Order confirmation details
  • Shipping and tracking information
  • Communication records
  • Supporting evidence such as images

Submitting a dispute without contacting us first may delay resolution and could impact future purchases.


Important Information

  • All approved returns must be shipped to our designated fulfillment center (location provided after approval)
  • Return shipping costs are not covered by us
  • We are not responsible for shipping delays or customs-related issues
  • Items that are returned in an unsanitary or used condition (especially hygiene-sensitive products) will not be accepted
  • Returns are not free of charge and shipping fees apply


Contact

If you have any questions about this Return Policy, please contact:

Dubois Heritage House
Email: info@dubiosheritagehouse.comÂ