Informativa sulla cancellazione

PURCHASE OPTIONS & CANCELLATION POLICY

Up the Hill Inc. may offer specialized purchase options, including subscriptions and pre-orders, to enhance your shopping experience. This policy governs how these transactions are processed, modified, or cancelled. By completing a purchase under these options, 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 seventy-two (72) hours before your next scheduled billing date.
  • How to Manage Your Subscription: You can manage, pause, or cancel your subscription directly through your Up the Hill Inc. 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 subscription items are subject to the strict 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 least forty-eight (48) hours 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 strict botanical returns policy, and the customer is responsible for all associated return costs.

3. BOTANICAL REFUNDS & RETURNS RESTRICTIONS

Due to the artisanal, natural, and hygienic nature of our professional botanical products (including mists and topical formulations), all sales are subject to strict health and safety limitations.

  • Perishable & Hygienic Nature: To maintain clinical botanical standards and product integrity, Up the Hill Inc. cannot accept returns or offer refunds on any opened, unsealed, or used items.
  • Customer Responsible for Return Costs: In the event that a return is explicitly authorized by Up the Hill Inc. for an unopened, completely sealed product, the customer is solely responsible for all costs associated with returning the item. This includes purchasing a trackable return shipping label. Original shipping charges paid at checkout are completely non-refundable.  The refund will be issued once it arrives in our shop. 
  • International Shipments & Customs Fees: For customers outside of Canada (including the United States and international markets), any duties, customs clearances, import taxes, or cross-border brokerage fees incurred during the original delivery or the return process are the sole responsibility of the customer and will not be refunded, covered, or reimbursed by Up the Hill Inc.
  • Damaged or Defective Items: If a subscription or pre-order item arrives damaged during transit, please contact our customer service team immediately at sales@upthehillatloakin.com within forty-eight (48) hours of delivery with photographic documentation so we can swiftly arrange a replacement.