Returns and refunds

Please send all return requests by email to contact@ca.musicboxhaven.com. Include your order reference and the item concerned. We will provide the return instructions and the appropriate return address.

Changing your mind

Under our voluntary change-of-mind policy, for eligible online purchases, you may tell us that you wish to cancel within 14 days after receiving your goods, without giving a reason. After notifying us, send the goods back within a further 14 days. You may inspect them as you would in a shop; a deduction may apply for loss of value caused by handling beyond what is necessary to establish their nature, characteristics and functioning.

Personalised items

The change-of-mind cancellation right does not normally apply to goods made to your specifications or clearly personalised. This does not remove your rights if goods are faulty, not as described or otherwise fail to meet the applicable legal requirements.

Return postage

For a change-of-mind return, you are responsible for the direct cost of returning the goods. Where goods are faulty or incorrect, contact us so we can arrange an appropriate remedy and return arrangements without imposing those costs on you.

Please package items securely and keep proof of posting. Do not send goods to the registered office without checking the return address with customer service.

Refunds

For a valid cancellation, we will refund the amount due, including the cost of the least expensive standard delivery option where applicable. We may wait until we receive the goods or evidence that they have been sent back, whichever is earlier. Refunds are made using the original payment method, unless otherwise agreed, within the applicable 14-day period.

Faulty, damaged or incorrect goods

Contact us with the order reference and details of the problem. Your statutory rights include remedies for goods that are faulty, not as described or not fit for purpose. These rights are separate from the change-of-mind policy and are not limited by it.

Optional cancellation wording

You can email: “I give notice that I cancel my contract for the following goods: [items]. Ordered on: [date]. Received on: [date]. Order reference: [reference]. Customer name and address: [details]. Date: [date].” You do not have to use this wording; any clear statement of cancellation is sufficient.

Your consumer rights

Our voluntary return policy does not limit rights that apply under the consumer protection laws of your province or territory. If an item is defective, incorrect or not as described, contact us so we can arrange the appropriate remedy. Any mandatory cancellation or refund rights remain unaffected, including for personalised items.