Refund policy
Return and Refund Policy
Returns
We offer a 30-day return policy from the date you receive your order.
To be eligible for a return, the item must be:
- in the same condition as when received
- unused
- in its original packaging
- accompanied by proof of purchase
To initiate a return, please contact us at info@bwabylu.com.
No returns will be accepted without prior authorization.
Approved returns must be shipped to the following address:
Créations BWA by Lu
700 Croissant d’Artigny
Laval, QC H7G 4N4
Canada
Return shipping costs are covered by BWA by Lu for items eligible for return, provided the return conditions outlined above are met.
Damaged Items or Order Errors
Please inspect your order upon delivery.
If an item is damaged, defective, or incorrect, contact us promptly at info@bwabylu.com so we can assess the situation and make it right.
Non-Returnable Items
Due to the handmade nature of our creations, certain sales are final, including:
- custom or personalized pieces
- sale items
- gift cards
As each piece is unique, wood may display natural variations such as differences in grain, tone, or slight surface cracks. These characteristics are an inherent part of the product and do not constitute a defect.
If you have any doubts before purchasing, feel free to contact us — we will be happy to guide you.
Exchanges
We do not offer direct exchanges.
If you would like a different item, we invite you to return the eligible item and place a new order once the return has been accepted.
Refunds
Once your return has been received and inspected, we will notify you whether your refund has been approved or denied.
If approved, the refund will be issued to your original payment method within 10 business days.
Please note that processing times may vary depending on your financial institution.
If more than 15 business days have passed since your return was approved, please contact us at info@bwabylu.com.
This policy is governed by the laws in force in the province of Quebec, Canada.
Nothing in this policy limits or excludes the rights provided under the Quebec Consumer Protection Act.