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returns & Care

Disclaimer

Every Sand & Slate piece is created slowly, by hand, in small batches. Because of this, no two items are exactly alike — and that’s part of their beauty.

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We’ve designed our return policy to reflect the nature of handmade work, while still supporting you if something doesn’t arrive as expected.

Refund Policy

Choosing Your Pieces
We kindly ask that you choose your items thoughtfully, as all purchases are considered final sale.
We’re unable to offer returns or refunds for:

  • change of mind

  • scent preference

  • natural variations in colour, texture, or finish

  • sale or discounted pieces

If you ever feel unsure before purchasing, we’re always happy to help guide you.
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If Something Isn’t Quite Right
If your order arrives damaged or not as it should, please reach out — we truly want to make it right.
Contact us within 5 days of delivery at admin@sandandslate.ca, including:

  • your order number

  • a few clear photos of the item and packaging
     

From there, we’ll work with you to find the best solution, whether that’s:

  • a replacement

  • store credit

  • or a refund if needed
     

Returns (When Approved)
In the rare case a return is approved:

  • items must be unused and in original condition

  • returns should be shipped within 7 days of approval

Return shipping costs are the responsibility of the customer unless the item is defective.

Custom & Made-to-Order Pieces
Custom and personalized items are created just for you and are final sale.
 
Shipping Notes
Once your order leaves our studio, it is in the care of the carrier.
While we aren’t able to take responsibility for shipping delays or packages marked as delivered, we’re always happy to help point you in the right direction if something seems off.
If your order hasn’t arrived within 30 days, please reach out so we can help resolve it.

Order Changes & Cancellations
Orders can be cancelled or adjusted within 12 hours of purchase.
After that time, your piece may already be in the process of being made.

Final Note

We care deeply about what we create and where it ends up.

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If something doesn’t feel right, please don’t hesitate to reach out — we’ll always do our best to make your experience a good one.

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