Refund policy

NOTE : We, at Medieval Fur, conform to all Quebec provincial regulations and Canadian federal laws. In Quebec, we are not required  to keep a specific paper trail for each of our products. Knowing these restrictions and laws in the client's province of residence is the client's responsibility. We do not guaratee that we will refund a product because it is later found by the client that they cannot legally own the item in their province of residence. If you need an item with its papertrail or specific information, it is better to reach out to us before placing the order. 

Having trouble with an item you received? 

I received the wrong item/There is an item missing: If the item you received is completely different from what you ordered or absent from your package, please send us a message with a clear photo or video of your full order so we can verify against your original order! 

Missing item - You will be asked to choose between three options: 

  1. The missing item can be sent with your next order;
  2. The missing item can be refunded;
  3. The missing item can be sent to you on its own using the method of our choosing. If you wish for the item to arrive within a certain time frame, you will be required to pay for expedited shipping. 

Wrong item - The item MUST be returned in order for a resolution to be reached. Returns of items sent by mistake by our staff that must be returned using another shipping method then a letter will be paid for by Medieval Fur. Upon reception of the item, you will be offered the following options: 

  1. A replacement item can be sent with your next order;
  2. A replacement item can be sent to you using the shipping method of our choosing. If you wish for the item to arrive within a certain time frame, you will be required to pay for expedited shipping; 
  3. If the item originally ordered is no longer available, a refund will be offered. 

The item is damaged: There are different scenarios where an item can be found to be damaged. Please read the following distinctions carefully.

If you suspect the item was damaged during transportation: Please send us a clear picture of the item, of the whole order and of the shipping container the order arrived in within 24h of the package arriving. Requests for compensation of transporter-damaged items that come in later then 24h after delivery may not be accepted. 

In cases where the transporter damaged the item, we need to obtain a refund from the transporter to be able to refund our client and there are delays we need to respect to make sure that can happen, hence why we require quick action from our clients. The refund process from the transporters vary greatly in length and complexity. In the case where the item is indeed refunded by the transporter, you will be refunded. 

In the case where the transporter refuses responsibility for the damage to the item, you will be offered these options: 

  1. If we know how the item could be fixed, we will take all the necessary time to help you fix your item in order for you to be able to keep it;
  2. The item, it if is fixable but you are unable to make the repair, can be returned to us (transport will be the client's responsibility) and then refunded;
  3. You could decide to keep the item and we may be able to offer a partial refund if the item now corresponds to our metrics for a lower tier quality of a same category (ex: a perfect skull that is now cracked goes from A1 to A2);
  4. If you choose to order the product again, we will refund the broken one which you can then keep.

The product is damaged/does not meet my quality standards: In the case where the product you receive does not meet your personal quality standards or your interpretation of our description of the product, several steps will be undertaken to make sure we reach an appropriate resolution.

You will be directed to the product description as well as any appropriate sections of our website to make sure all the relevant information were available to you prior to making your purchase. If we see that our own information was not exhaustive enough, we will make sure to correct those down the line but will consider that in the resolution process for your situation. 

Please note that there is little to no standards of quality designation system in our industry. What qualifies as A1 for one seller may not qualify as A1 for us and vice versa. Always refer to the specific product description as we go out of our way to make them as thorough as possible to establish whether one of our products corresponds to your personal quality standards or not. If in doubt, please do message us to let us know about your specific preferences or the use for which you are acquiring the item. 

Should the item be found to be damaged or lacking based on our own product description, these options will be offered to you: 

  1. The item can be returned to us (shipping fees will be the client's responsibility) and a replacement item (either the same or a different one of your choosing if the original item is no longer in stock) will be sent through a shipping service of our choosing. If you wish the item to arrive within a certain time frame, you will be responsible for paying for expedited shipping;
  2. You could decide to keep the item and we will offer a partial refund if the item now corresponds to our metrics for a lower tier quality of a same category (ex: a perfect skull that is now cracked goes from A1 to A2)

Should the item not be to your liking but correspond to our own description of the item and you still wish to exchange the item, this is the procedure that will be followed: 

  1. The item must be returned to us (the client is responsible for the shipping fees) in the same condition it was when we sent it originally;
  2. Once the item arrives, we will select another item from our available stock and send the client a picture to make sure the item corresponds to their standards. There may be a wait time should the item be out of stock while we prepare/await the new stock;
  3. The approved item will be packed and the client will be responsible for the shipping of the new item as well. 

PLEASE NOTE: If we do not feel, based on the ongoing conversation with the client, that our current or future stock can adequately meet their quality standards, we reserve the right to not replace the item. 

How long does a refund take? 

We emit refunds, complete or partial, immediately upon the return of an item or immediately upon agreement about said refund and we only refund to the original payment method. The payment platform or financial institution you use may have a 1 to 7 business days treatment period before your refund shows up on your original payment method. 

Where should I send the items to be returned? 

Please note that in order for a return to go smoothly, we must be aware that items are being returned to us. If you plan on returning items to us, let us know beforehand by sending us a message via the website! 

Here are our return coordinates:

PO BOX 99900 PH 396 446 
STN BUREAU-CHEF
SALABERRY-DE-VALLEYFIELD QC J6S 0L3

You can also use the return coordinates on your original package if their are still clearly visible. 

Will shipping be refunded? 

As a general rule, shipping fees are always non-refundable. We pay for shipping whether we end up making the sale or not. This is to ensure profitability and keep our costs as low as possible for our clients.Â