Refund policy
US SHIPPING PAUSED UNTIL FURTHER NOTICE
We currently ship within Canada only. Shipping to the United States is temporarily paused until further notice.
Handcrafted Nature of Our Products
All My Mori creations are handmade in small batches using plaster, concrete, wax, and natural materials.
Due to the artisanal production process, slight variations in color, tone, texture, air bubbles, minor asymmetry, surface irregularities, and natural imperfections may occur. These characteristics are not considered defects but part of the unique identity of each piece.
Natural micro hairline cracks, subtle surface shifts, patina development, or minor changes that may occur over time due to the inherent properties of plaster and concrete are not considered defects.
30-Day Return Policy (Canada)
We offer a 30-day return policy from the date you receive your order.
To be eligible for a return:
• The item must be unused
• In its original condition
• In original packaging
• With proof of purchase
Returns must be approved prior to shipment.
To request a return, contact:
Returns sent without prior authorization will not be accepted.
If approved, return instructions and the return address will be provided.
Return shipping costs are the responsibility of the customer unless the return is due to our error.
Original shipping fees are non-refundable unless the return is due to our error.
As a small handmade business, we reserve the right to evaluate return and damage claims individually and at our sole discretion.
We reserve the right to refuse returns in cases of abuse of the return policy.
Cancellation Policy
Order cancellations are accepted within 24 hours of purchase if the order has not yet been processed or shipped.
After this period, cancellations may not be possible.
Custom, made-to-order, and wholesale orders cannot be cancelled once production has begun.
Damages & Issues
Please inspect your order immediately upon delivery.
If your item arrives damaged, defective, or incorrect:
• Contact us within 48 hours of delivery
• Provide clear photos of the item and outer packaging
• Include your order number
Failure to report damage within 48 hours may result in denial of the claim.
We reserve the right to evaluate each case individually.
Shipping Insurance & Lost Packages
All orders are shipped with tracking.
If your package is marked as delivered but not received:
• You must first contact the courier directly
• File an investigation claim using your tracking number
We are not responsible for:
• Incorrect or incomplete shipping addresses provided by the customer
• Packages left unattended after confirmed delivery
• Theft occurring after delivery confirmation
We will assist with documentation required by the courier.
Refunds or replacements for lost or damaged shipments will only be issued once the courier investigation is completed and approved.
We are not liable for delays caused by circumstances beyond our reasonable control, including but not limited to natural disasters, supply chain disruptions, carrier delays, or governmental actions.
Returns Exceptions
The following items are non-returnable:
• Sale items
• Gift cards
• Custom or personalized orders
• Wholesale orders
• Used candles
• Items damaged after use
Returned to Sender
Customers are responsible for providing accurate and complete shipping information.
If an order is returned due to incorrect, incomplete, or undeliverable address:
If you choose a refund:
• Original shipping cost is non-refundable
• Return-to-sender shipping fees will be deducted from the refund
If you choose reshipment:
• Customer must pay for a new shipping label
If the courier disposes of the parcel due to unpaid return fees, no refund will be issued.
Exchanges
We do not offer direct exchanges.
To receive a different item, please return the original product (if eligible) and place a new order.
Refunds
Once we receive and inspect your return, we will notify you of approval status.
If approved:
• Refund will be issued to the original payment method
• Processing time: up to 10 business days
• Bank processing times may vary
If more than 15 business days have passed since approval, contact hello@mymori.ca.