RETURN TERMS

This Refund & Return Policy governs the retail relationship between sisalhaven (“we”, “us”, or “our”) and the customer (“you”). We are committed to transparency and adherence to consumer protection regulations across Canada, the United States, and the European Economic Area (EEA).

1. Order Processing & Shipping Framework

We facilitate the transit of goods from our primary facility in Canada to our international clientele through a structured logistical process.

• Fulfillment Period: All orders undergo a processing and preparation phase which typically requires 2 to 3 working days prior to dispatch.
• Transit Times: Orders are dispatched via priority services provided by DHL, FedEx, or UPS. Following the fulfillment period, transit to the destination generally spans 3 to 7 working days.
• Tracking Updates: To maintain clarity, automated status notifications are dispatched to the email address provided at the time of purchase during key intervals: upon dispatch, arrival at regional sorting facilities, and during the local delivery phase.
• Delivery Discrepancies: Should an order exceed the standard transit window, we will initiate a formal inquiry with the carrier. Depending on the findings of the investigation, we will proceed with either a reimbursement or a secondary shipment as appropriate.

2. Right of Withdrawal (European & UK Customers)

In accordance with European Union and United Kingdom consumer protection laws, customers residing within these jurisdictions possess a 14-day Right of Withdrawal.

• This period commences from the date the physical goods are received by the consumer or a designated third party.
• To exercise this right, you must notify us of your decision via email at supplies@sisalhaven.com within the 14-day timeframe.

3. Damaged or Defective Goods

We maintain rigorous quality standards; however, should an item arrive with visible defects or in a compromised state, our resolution process is as follows:

• Notification: Please contact our support team at supplies@sisalhaven.com upon receipt.
• Evidence: You are required to provide photographic evidence of the item’s condition.
• Resolution: Upon verification of the evidence, we will issue a refund or replacement. At our sole discretion, we may waive the physical return of the damaged item to ensure a more efficient resolution.

4. Returns Process & Address

For all other eligible returns, items must be dispatched to our corporate facility at the customer’s expense, unless otherwise specified by local law. Items must be in their original, unused condition.Due to the substantial dimensions of our feline structures, international return shipping may be costly. In certain non-defective return cases, we may offer a partial refund allowing you to keep the item, to save you the expense of return freight.

• Return Address: 50 Westpark Blvd, Fort Saskatchewan, AB T8L 0B2

5. Accepted Payment Methods

All transactions are processed through recognised financial instruments. We support the following payment methods:

• Credit/Debit Cards: Visa, Mastercard, and American Express.
• Digital Wallets: Apple Pay, Google Pay, and compatible electronic wallets.

Refunds, when approved, are credited back to the original method of payment. Please allow for standard banking processing times (typically 5-10 business days) for the funds to reflect in your account.

6. Legal Compliance & Limitation of Liability

This policy aims to comply with Canadian law, U.S. Federal Trade Commission (FTC) guidelines, and the legal rights stipulated in the EU Consumer Rights Directive. Our liability is limited to the purchase price of the goods. We reserve the right to refuse returns of goods showing signs of use or damage caused by human error.

7. Contact Information

For any enquiries regarding your order or this policy, please reach out via our official channels:

• Brand: sisalhaven
• Phone: +1 416-638-0582
• Email: supplies@sisalhaven.com
• Address: 50 Westpark Blvd, Fort Saskatchewan, AB T8L 0B2