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Return
Policy
At Elmbrook Lane we take great care in packaging
all of our baskets to ensure that they arrive in excellent condition.
Because we can not personally hand deliver all of the baskets ourselves,
please report any damaged shipments to us within 48 hours of receipt.
We will make every effort to replace any damaged items reported
within this time frame. While your satisfaction is very important
to us, we can not be responsible for any damage that is not reported
within this time. Please be sure to keep all damaged packaging as
it may be requested by the carrier.
Please phone us at 888-510-7467 (705-728-7158 outside North America)
for a Return Authorization Number during regular
business hours (Monday to Friday, 9:00AM - 5:00PM EST). All merchandise
authorized for return by Elmbrook Lane must
be returned in the original carton. No credit or replacement will
be issued until the returned merchandise has been received and inspected
by our staff.
- If a package is returned due to damage
(by carrier), we will replace or credit the value of the damaged
or defective product(s).
- If the recipient is simply dissatisfied,
the recipient may return the gift for a full refund (to the sender)
or the recipient may keep the gift and we will credit 50% of the
product charges. Shipping charges are not refunded.
- If the wrong gift is shipped, a full
credit will be given on original shipment or we will ship the
correct item at no charge.
Please refer to our shipping
policy for shipping-related issues.
Cancellation Policy
We take pride in our customer service at Grenville Station
and this includes not only the quality of our products, but also
the speed of our service and shipping. Keeping this in mind, we
require that any cancellations be made within 12 hours
of order confirmation. Any order not cancelled within 12 hours will
be subject to a non-refundable handling fee and service charge equal
to 15% of the total order. The buyer will also be responsible for
the shipping charges on any order that has actually been shipped
prior to cancellation, as well as any return shipping costs. Shipping
charges are non-refundable.
The 12 hour cancellation window does not apply to orders where same-day
shipping has been requested. In the case of a same-day shipping
request, all orders must be cancelled within 3 hours
of order confirmation or be subject to the same refund/replacement
restrictions as outlined above.
Substitution Policy
Our production staff makes every attempt to ensure that the gift
that is received matches the gift pictured and described as closely
as possible. Due to seasonal availability product substitution may
be necessary from time to time to ensure your gift is delivered
in a timely manner. The utmost care will be taken to ensure that
any substitutions made are for products of equal or greater value
and quality.
All substitutions will be made according to our discretion and the
client will not be notified unless the resulting overall design
is drastically different from what is represented on our web site.
updated: May 19, 2005
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