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PURCHASE OPTIONS, CANCELLATION & RETURNS POLICY

This policy governs all standard purchases, subscriptions, pre-orders, and return requests made through Up the Hill Inc. (operating as Up the Hill at Loakin Botanicals). By completing a purchase on our website, you agree to the terms outlined below.

 

1. SUBSCRIPTIONS (RECURRING ORDERS)

When you purchase a subscription product, you agree to receive repeat, recurring deliveries based on the duration and frequency you select at checkout.

  • Payment & Security: Your payment details will be securely stored via our PCI-compliant payment processor. You will be automatically charged for each recurring delivery at the specified frequency, unless you have selected a pre-paid subscription option.
  • Automatic Renewal: All subscriptions auto-renew automatically at the end of their billing cycle unless cancelled by you prior to the next scheduled billing date.
  • Cancellation & Modifications: You have the right to modify or cancel your subscription at any time. To avoid being charged for your next scheduled shipment, cancellation must be completed at least forty-eight (48) hours before your next scheduled billing date.
  • How to Manage Your Subscription: You can manage, pause, or cancel your subscription directly through your customer account portal, or by clicking the unique "Manage Subscription" link provided in your original order confirmation email.
  • Refunds on Subscriptions: Subscription cancellations stop future scheduled shipments; they do not retroactively refund orders that have already been processed, packed, or shipped. Any authorized returns of physically delivered subscription items are strictly subject to the 14-day return rules and customer-funded shipping terms outlined in Section 3 below.

 2. PRE-ORDERS

When you purchase a pre-order, you are reserving an out-of-stock, limited-run, or soon-to-be-available botanical product that is not yet in our immediate inventory.

  • Billing & Authorized Charges: Depending on the product, Up the Hill Inc. may collect no payment, a partial deposit, or full payment at the initial checkout. By placing a pre-order, you authorize us to securely store your payment method and automatically charge the full or remaining balance when the product is finalized and ready for fulfillment.
  • Pre-Order Cancellation: You may cancel a pre-order for a full refund at any time before the order has entered our fulfillment process.
  • Post-Fulfillment: Once a pre-order has been packed, labeled, or shipped, it enters our standard order pipeline and can no longer be cancelled. At that stage, it is subject to our standard returns policy, and the customer is responsible for all associated return costs.

 3. STANDARD 7-DAY NORTH AMERICAN RETURNS & ELIGIBILITY

For customers located in Canada and the United States, we offer a strict 7-day return policy, which means you have exactly 7 days after the tracking shows your item was delivered to request a formal return.

  • Eligibility Criteria: To be eligible for a return, your item must be in the exact same condition that you received it: unworn or unused, with tags, and completely intact in its original, unaltered packaging. You will also need to provide the receipt or proof of purchase.
  • How to Start a Return: To initiate a return, you must contact us at sales@upthehillatloakin.com within this 7-day window.
  • Unauthorized Returns: Items sent back to us without first requesting a return will not be accepted. If your return is accepted, we will send you explicit instructions on how and where to send your package.
  • Return Shipping Address: All authorized returns must be shipped to the following physical location:

PO Box 1348, Chase, BC V0E1M0, Canada

  • Customer Responsibility for Costs: If your return is accepted, you are solely responsible for paying for your own return shipping costs, duties, or cross-border brokerage fees. Original shipping fees paid at checkout are entirely non-refundable.

 6. EUROPEAN UNION 14-DAY COOLING OFF PERIOD

Notwithstanding the 7-day policy above, if the merchandise is being shipped directly into the European Union, EU consumers have a legal right to cancel or return their order within 14 days of delivery, for any reason and without justification.

  • Regional Eligibility: To be eligible under this mandatory European clause, the merchandise must still meet our core safety criteria: it must be in the same condition that you received it, unworn or unused, with tags, and in its original, unsealed packaging. Proof of purchase is required.
  • Return Costs: As with North American orders, EU customers exercising this right remain responsible for all return shipping fees and international transit costs to our Canadian facility.

 4. EXCEPTIONS & NON-RETURNABLE ITEMS

Due to the artisanal, natural, and hygienic nature of our professional botanical line, certain types of items cannot be returned under any circumstances to maintain clinical and health standards:

  • Perishable Botanical Goods: We cannot accept returns on perishable items, including but not limited to creams, salves, bath products, and herbal teas.
  • Personal Care & Beauty Goods: Open or unsealed personal care items, such as botanical mists or beauty products, are strictly non-returnable due to health and safety regulations.
  • Custom & Final Sales: We do not accept returns on custom products (such as special orders or personalized formulations), hazardous materials, flammable liquids, gases, sale items, or gift cards.
  • Questions: If you have questions or concerns about your specific item, please get in touch with us at sales@upthehillatloakin.com.

 5. DAMAGES, ISSUES, AND EXCHANGES

  • Damages and Defects: Please inspect your order immediately upon reception. Contact us right away at sales@upthehillatloakin.com if the item is defective, damaged in transit, or if you received the wrong item, so that we can evaluate the issue and make it right.
  • Exchanges: The fastest way to ensure you get what you want is to return the eligible item you have, and once the return is accepted, make a separate purchase for the new item.

 6. EUROPEAN UNION 14-DAY COOLING OFF PERIOD

Notwithstanding the strict botanical exclusions above, if the merchandise is being shipped directly into the European Union, EU consumers have the right to cancel or return their order within 14 days, for any reason and without justification.

To be eligible under this regional clause, the merchandise must still meet our core eligibility criteria: it must be in the same condition that you received it, unworn or unused, with tags, and in its original, unsealed packaging. Proof of purchase is required.

 

7. REFUNDS AND HANDLING FEES

  • Inspection: We will notify you once we have received and thoroughly inspected your returned item to verify its eligibility, and let you know if the refund was approved or rejected.
  • 30% Handling Fee Deduction: If your return is approved, we will deduct a 30% handling fee from your total refund balance to cover product processing and inspection costs.
  • Processing Timeline: The remaining balance will be automatically refunded to your original payment method within 10 business days. Please note that it can take additional time for your bank or credit card company to process and post the transaction to your account.
  • Follow-Up: If more than 15 business days have passed since we approved your return and you have not received your funds, please contact us immediately at sales@upthehillatloakin.com.