We have a 15-day return policy, which means you have 15 days after receiving your item to request a return or refund.

To be eligible for a return or refund, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at havanacastlestcatharines@gmail.com with the following information:

• Order Number
• A photo(s) of any damage to the shipping box and/or the product
• A photo of the packing slip included in your order

If it is determined (at our sole discretion) that the issue is due to circumstances under our control, we will email you instructions on how and where to send your package. Please note the buyer is responsible for shipping costs on all return items. Items sent back to us without first requesting a return will not be accepted.

PROCESSING RETURNS

We will notify you once we’ve received your return. All returns are processed within 3-7 business days and money will be refunded on your original payment method. Please allow additional time for your bank or credit card company to process and post the refund as well.

EXCHANGES 

At this time, we are unable to exchange products. Please verify all information at checkout to ensure full satisfaction.

DAMAGES AND ISSUES 

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and make it right. Havana Castle - St Catharines cannot claim responsibility for any returns that are lost or stolen while in transit.

NON-REFUNDABLE ITEMS 

• Any requests made after 15 days will not be accepted.
• Items sent back to us without first requesting a return will not be accepted.
• Unfortunately, we cannot accept returns on sale items or gift cards.
• We do not accept returns on products that were not purchased via this website.
• Expedited shipping and handling fees are non-refundable. 
• Items on sale or clearance are non-refundable. 
• For US orders, if the package is rejected by the buyer because of duties and taxes, the buyer will be responsible for the shipping and return postage to receive a refund. Please note a refund will not be provided if the buyer chooses to refuse and abandon the order. 

ORDER CANCELLATION 

We are unable to cancel, amend, or otherwise alter an order after it has been made. Please verify all information at checkout to ensure full satisfaction.