Refund policy
DISCOUNT CODES
If you would like to use a discount code at checkout, it is your responsibility as the purchaser to ensure that the code is correctly applied to your order. The discount code can be entered in the “Discount Code” box in your order summary once proceeding to “Check Out” from your cart. As our website is flexible, it adapts to different sized screens and you are responsible for locating the discount code box on your own device. The code must be entered exactly as written, void of incorrect characters, after which you must select the button that says “Apply” or "->" to apply the discount code to your order. You will know that the discount code has been applied to the order if the page reloads and the discount code is written below the discount code box. Your order will also immediately reflect the savings specific to the discount code applied. Please be aware that our discount codes are not valid for workshop registrations and only apply to product purchases, unless otherwise specified. Only one discount code may be used per order.
If you are unable to correctly apply the discount code, you must contact us at orders@okanaganalavender.com before completing your order so that we can assist you. Unfortunately, once an order has been completed, the discount code can no longer be applied.
DAMAGED OR DEFECTIVE PRODUCTS
In the unlikely event that your package arrives damaged, you must take the damaged package to your post office to file a claim and send a photo of the damaged package to orders@okanaganlavender.com so that we may act on your behalf towards replacing the order.
At Okanagan Lavender & Herb Farm, we stand behind the quality of our products. We absolutely replace products if they are defective up to 3 months after your purchase. Send an email to orders@okanaganlavender.com detailing the nature of the defect and a picture, and we will send a replacement of the defected item straight away with a tracking number. Depending on where you live, it may take some time for your item to reach you. No need to return the defected item, unless we request it.
PRODUCT RETURNS
If you wish to return a product to us, please contact us at orders@okanaganlavender.com explaining why you wish to return the product. We can then advise you of the best way to complete your return.
Our return policy last 15 days after your in-store purchase or delivery of your online order. If 15 days have gone by, we unfortunately cannot offer you a refund.
To be eligible for a return, the product must be unused, in its original packaging, and in the same condition that you received it in.
You are responsible for paying the shipping costs for returning your item. Shipping costs are nonrefundable. If you receive a refund, the initial shipping cost will be deducted from your refund. We also recommend using a trackable shipping service as we do not guarantee that we will receive your returned item.
To return your product, please mail it to: Okanagan Lavender & Herb Farm, 4380 Takla Road, Kelowna BC, V1W 3C4
If you did not purchase your product(s) through www.okanaganlavender.com or our retail store, please contact the wholesale partner first. All purchases made through wholesale partners are subject to their return policy.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, your refund will be processed and automatically returned to the original method of payment.
It may take some time before your refund is processed and officially posted on your statement. If you have not received your refund, first check your bank account, then contact your credit card company and finally contact your bank. If you’ve done all this and you still have not received your refund, please contact us at orders@okanaganlavender.com
Sale and sample size products are nonrefundable. Only regular priced, full size items may be refunded.
If the order was identified as a gift when purchased and shipped directly to you, you will receive a credit for our online store for the value of your return, after the returned product(s) is received.
If the order wasn’t identified as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.