Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at wandering.willow.biothane@gmail.com. Please note that returns will need to be returned to our pickup location or mailed at the shipper's expense. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at wandering.willow.biothane@gmail.com. 

 

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.

 

Product Guarantees

Our products, both the Biothane and the hardware, are guaranteed for a year against failures caused by regular use. If our product has failed, please reach out to us with a photo. We reserve the right to determine if the product failed under regular use and is therefore eligible for a free repair or replacement. If the product is eligible for a replacement, we ask that you return the damaged product to us for quality control so we can continue to better our products in the future!

Please note, this does not include colour chipping off black hardware or staining on light coloured Biothane. The black hardware is coloured with a coating that can scrape off under regular use, but the hardware is still perfectly safe to continue using. Some staining is common on light coloured Biothane and does not affect the strength rating of the product. 

Exceptions / non-returnable items
Certain types of items cannot be returned, such as custom orders and orders with engravings on them. 

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

Exchanges
The fastest way to ensure you get what you want is to request a return for the item you have, and once the return is accepted, make a separate purchase for the new item. We are not responsible for incorrect sizing choices but will do our best to accommodate exchange requests. We cannot offer refunds or exchanges on custom items.

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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at wandering.willow.biothane@gmail.com.