Refund policy
Last updated: August 22, 2026
Many TheeUpCycler creations are handmade, one-of-a-kind, commissioned, personalized, oversized, or created from reclaimed materials. Because of the nature of our work, all sales are final unless applicable law requires otherwise.
Please review product descriptions, dimensions, photographs, shipping information, and custom project details carefully before placing an order.
Nothing in this policy limits any consumer right or legal remedy that cannot lawfully be waived in your province, state, country, or region.
All Sales Are Final
All sales are final. TheeUpCycler does not offer returns, refunds, or exchanges unless required by applicable law or expressly approved by TheeUpCycler at our sole discretion.
This includes purchases where the customer:
- Changes their mind
- Decides they no longer want the item
- Changes their decorating plans
- Determines the item does not fit their preferred space
- Orders an incorrect size or item
- Experiences buyer's remorse
- Dislikes a colour, texture, material, patina, or artistic characteristic that was reasonably represented
- Otherwise requests a return for reasons unrelated to a legal defect, shipping damage, incorrect fulfillment, or another mandatory consumer right
Please contact us before purchasing if you have questions about dimensions, materials, construction, installation, shipping, or whether a particular piece is suitable for your intended location.
Discretionary Returns & Refunds
Although all sales are final, TheeUpCycler may, at its sole discretion, agree to accept a return or provide a refund in exceptional circumstances.
Approval of a return or refund is entirely at TheeUpCycler's discretion unless the customer has a return, cancellation, or refund right under applicable law.
Approval of a return or refund in one situation does not create an obligation to approve another return or refund in the future.
Any discretionary return must be authorized by TheeUpCycler before the item is shipped back. Unauthorized returns may be refused.
Any discretionary return or refund approved by TheeUpCycler will be subject to a 30% restocking fee, calculated on the purchase price of the returned item, unless TheeUpCycler expressly agrees otherwise in writing or applicable law prohibits the fee.
Shipping Costs
Original shipping charges are non-refundable except where applicable law expressly requires otherwise.
Shipping, delivery, freight, crating, packing, handling, brokerage, customs, duties, expedited shipping charges, and other transportation-related costs will not be refunded except where applicable law requires otherwise.
The customer is responsible for all costs associated with an approved discretionary return, including return shipping, insurance, tracking, packaging, crating, brokerage, customs documentation, and carrier charges.
The customer is responsible for ensuring the returned item is adequately packaged and insured. TheeUpCycler is not responsible for loss or damage occurring during return transportation.
Processing an Approved Refund
Any approved discretionary refund will only be processed after the returned item has been received and inspected by TheeUpCycler.
The item must be returned in the condition in which it was received, subject to reasonable inspection where applicable.
Any approved refund may be reduced by the 30% restocking fee and any shipping, freight, return shipping, brokerage, customs, repair, repackaging, crating, handling, or other charges incurred by TheeUpCycler in connection with the return, to the extent permitted by law.
Deposits remain non-refundable and are not included in any discretionary refund unless TheeUpCycler expressly agrees otherwise in writing or applicable law requires otherwise.
Deposits
All deposits are non-refundable, except where applicable law requires otherwise.
Deposits may be used to reserve production time, secure materials, begin design work, source components, plan fabrication, schedule labour, or otherwise commit resources to an order or project.
Once a deposit has been paid, it will not be refunded if the customer changes their mind, cancels the project, delays the project, abandons the project, fails to provide required information, or otherwise decides not to proceed.
Payment of a deposit for custom, commissioned, personalized, made-to-order, or special-order work confirms the customer's intention to proceed and authorizes TheeUpCycler to begin committing time and resources to the project.
Nothing in this section overrides any statutory right that cannot legally be excluded.
Custom, Commissioned & Personalized Work
Custom, commissioned, personalized, modified, special-order, and made-to-order work is final sale.
This includes:
- Commissioned artwork
- Custom-built pieces
- Personalized items
- Pieces modified at the customer's request
- Made-to-order products
- Special-order products
- Products specifically sourced or created for an individual customer
Deposits and payments applied toward custom, commissioned, personalized, made-to-order, and special-order work are non-refundable except where applicable law requires otherwise.
Please confirm measurements, spelling, design details, colours, materials, placement, mounting requirements, and other specifications carefully before approving custom work.
Customer-requested changes after approval or after work has begun may result in additional charges and may affect completion timelines.
Original & Reclaimed Materials
TheeUpCycler creates artwork using reclaimed, salvaged, recycled, repurposed, vintage, and naturally varying materials.
Variations, patina, scratches, marks, dents, weathering, weld characteristics, texture, colour variation, irregularities, and other evidence of a material's previous life may form part of the character and design of the finished piece.
These characteristics are not automatically defects.
Product photographs may also appear slightly different depending on lighting, photography, screen settings, viewing conditions, and the individual nature of reclaimed materials.
Damaged, Defective or Incorrect Orders
Our final-sale policy does not eliminate rights that apply when an item is legally defective, materially misrepresented, incorrectly supplied, or damaged in circumstances for which TheeUpCycler is responsible.
Please inspect your order as soon as reasonably possible after delivery.
If your order arrives damaged, defective, or incorrect, contact us promptly and provide:
- Your order number
- A description of the issue
- Clear photographs of the item
- Photographs of the exterior packaging
- Photographs of the interior packaging
- Photographs of any visible shipping damage
- Photographs of the shipping label, crate, or pallet where applicable
- Any other information reasonably necessary to investigate the issue
IMPORTANT: DO NOT DISCARD THE PACKAGING.
Carriers may require the original packaging, crate, pallet, and damaged item to remain available while a shipping claim is investigated.
Do not return or dispose of a damaged item without instructions from TheeUpCycler.
After reviewing the circumstances, TheeUpCycler may provide an appropriate remedy where required or warranted. Depending on the circumstances and applicable law, this may include repair, replacement, replacement components, correction of the issue, or another appropriate remedy.
A refund will only be provided where required by applicable law or where TheeUpCycler expressly agrees in writing that a refund is the appropriate remedy.
Shipping Damage
Large, heavy, oversized, and one-of-a-kind sculptures may require specialized packaging and may travel significant distances.
If shipping damage occurs, contact us promptly so that we can determine whether a carrier claim must be opened.
You may be required to keep the artwork, shipping container, crate, pallet, packing materials, and shipping labels while the claim is investigated.
Shipping damage does not automatically entitle the customer to a refund where another lawful and reasonable remedy is available.
No Exchanges
TheeUpCycler does not offer exchanges unless expressly approved by TheeUpCycler or required by applicable law.
Because many TheeUpCycler creations are one-of-a-kind, an identical replacement may not exist.
Where an item is legally defective, damaged, or incorrectly supplied, any replacement or alternative remedy will be handled according to the circumstances and applicable law rather than as a voluntary exchange.
Sale, Clearance & Discounted Items
Sale, clearance, promotional, discounted, discontinued, and final-sale items are non-refundable and non-returnable except where applicable law provides a mandatory remedy.
Gift Cards
Gift cards are non-refundable and cannot be redeemed for cash except where required by applicable law.
Order Cancellations
If you need to request cancellation of an order, contact us as soon as possible.
Cancellation is not guaranteed.
Orders that have entered production, been customized, been packed, been shipped, had materials purchased, or otherwise incurred non-recoverable costs may not be cancelled.
Deposits remain non-refundable when a customer requests cancellation.
Custom, commissioned, personalized, modified, special-order, and made-to-order products may become fully non-cancellable once materials have been sourced or work has begun.
Any statutory cancellation right that cannot legally be excluded remains unaffected.
Refused & Unclaimed Shipments
Orders that are:
- Refused at delivery
- Not collected from the carrier
- Returned because the recipient failed to respond to the carrier
- Returned because required delivery arrangements were not completed
- Returned due to an incorrect or incomplete address supplied by the customer
- Returned because duties, taxes, tariffs, brokerage, or import charges were not paid
These situations are not automatically treated as cancelled orders and do not automatically qualify for a refund.
Where permitted by law, the customer may remain responsible for costs incurred as a result of the failed delivery, including original shipping, return shipping, brokerage, customs charges, duties or tariffs charged back to TheeUpCycler, storage fees, and carrier charges.
Custom, commissioned, personalized, and made-to-order items remain final sale unless applicable law requires otherwise.
Chargebacks, Payment Disputes & Fraud
If you believe there is a problem with your order or payment, please contact TheeUpCycler first so we have an opportunity to review the issue and work toward an appropriate resolution.
A chargeback or payment dispute does not automatically create a right to a refund, cancellation, return, or exchange where one would not otherwise exist under this policy or applicable law.
Responding to a Payment Dispute
If a chargeback or payment dispute is opened, TheeUpCycler reserves the right to respond to and contest the dispute and to provide relevant documentation to the payment processor, financial institution, card issuer, Shopify, or other payment service provider.
Depending on the circumstances, supporting documentation may include:
- Order and payment records
- Invoices and receipts
- Customer communications
- Custom design approvals and project specifications
- Deposit and payment records
- Photographs or records of completed or partially completed work
- Shipping and tracking information
- Proof of delivery
- Delivery photographs or carrier records, where available
- Other information reasonably relevant to the transaction or dispute
Chargeback Abuse & Fraud
Knowingly making a false claim that a legitimate purchase was unauthorized, not received, not as described, cancelled, or otherwise invalid may constitute chargeback abuse or fraud.
TheeUpCycler reserves the right to contest suspected fraudulent or abusive disputes using available transaction records and to take reasonable steps permitted by law to protect the business and recover amounts legitimately owed.
Orders involving suspected fraud, unauthorized payment activity, identity misuse, payment manipulation, or other suspicious activity may be cancelled, delayed, held for verification, or refused before fulfillment.
Where reasonably necessary, additional identity, billing, shipping, or payment verification may be requested before an order is processed or released.
Future Orders
Where permitted by law, TheeUpCycler may refuse or cancel future orders associated with confirmed fraudulent transactions, abusive payment disputes, repeated misuse of the ordering or payment process, or unresolved amounts legitimately owed to TheeUpCycler.
Legitimate Payment Disputes
Nothing in this policy prevents a customer from disputing a genuinely unauthorized transaction, reporting actual fraud, exercising legitimate rights through their financial institution or payment provider, or using any remedy available under applicable consumer protection law.
Canada & Alberta Consumer Rights
TheeUpCycler is based in Alberta, Canada.
This policy does not waive any right or remedy available under applicable Canadian or Alberta consumer-protection legislation that cannot legally be waived.
Where applicable law requires a repair, replacement, cancellation, refund, or other remedy, the mandatory legal requirement will take priority over any conflicting provision in this policy.
United States Customers
Customers in the United States may have mandatory rights under applicable federal or state consumer-protection laws.
TheeUpCycler's general policy remains all sales final and no voluntary refunds, returns, or exchanges, but nothing in this policy is intended to eliminate a mandatory legal remedy that applies to defective, misrepresented, improperly supplied, or otherwise legally protected purchases.
European Union Customers
Customers located in the European Union may have mandatory statutory rights that override TheeUpCycler's general final-sale policy.
Where applicable EU consumer law provides a statutory right of withdrawal, eligible customers may generally have 14 days after receiving goods to notify TheeUpCycler that they wish to withdraw from an eligible distance purchase.
Customers generally do not need to provide a reason when exercising a valid statutory withdrawal right.
Certain goods may be excluded from the statutory withdrawal right, including goods made to the customer's specifications or goods that are clearly personalized, where applicable law permits.
Because many TheeUpCycler products are custom, commissioned, personalized, modified, or made-to-order, those exclusions may apply.
If a valid EU statutory withdrawal right applies, the customer may be responsible for the direct cost of returning the goods where the customer was properly informed of that responsibility.
Where required by applicable law, TheeUpCycler will provide the refund required by that law, including applicable standard outbound delivery charges where required.
Premium or expedited delivery charges may not be refundable beyond the cost of standard delivery where permitted by law.
The customer may be responsible for diminished value resulting from handling beyond what is reasonably necessary to inspect the nature, characteristics, and functioning of the goods.
Where the statutory withdrawal right does not apply, including where a lawful custom or personalized-goods exception applies, the sale remains final subject to any other mandatory consumer rights.
United Kingdom Customers
Customers located in the United Kingdom may have statutory cancellation, return, repair, replacement, or refund rights for eligible purchases.
Where applicable UK law provides a statutory cancellation right, eligible customers may generally have 14 days after receiving goods to notify us of cancellation, together with the additional return period provided by applicable law.
Custom-made, personalized, and certain other products may be excluded from statutory cancellation rights where permitted by law.
Where UK consumer law provides a mandatory remedy that conflicts with this final-sale policy, the mandatory legal right will take priority.
Other International Customers
Customers in other countries may have mandatory consumer rights relating to defective goods, misrepresentation, delivery, cancellations, repairs, replacements, or refunds.
TheeUpCycler's general policy remains all sales final, except where applicable law requires a different result.
Nothing in this policy is intended to waive any consumer right that cannot legally be waived.
How to Report a Problem
If your order is damaged, defective, incorrect, or you believe a mandatory consumer right applies, please contact us before sending anything back.
Please include:
- Your name
- Order number
- A description of the issue
- Photographs or other supporting information where relevant
Do not return an item without prior instructions from TheeUpCycler.
Contact Information
TheeUpCycler
Box 14
Falun, Alberta T0C 1H0
Canada
Email: dave@theeupcycler.com
Phone: 1 (403) 963-2774