In the event that your order arrives damaged or defective in any way, please email us as soon as possible at info@ketchum.house with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.

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These are the guidelines for product returns, here are the specific options available:

⦁    Return for refund (original purchase price only, shipping and handling is not refundable): 30 days from the invoice date.
⦁    Return for replacement:  If determined defective a replacement can be offered.
⦁    20% restocking fee may apply.

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Returns
Returns are eligible for 30 days from the date of purchase shown on your invoice.  You will be responsible for all shipping costs for returns sent to us.  Please contact us at: info@ketchum.house for more details and to obtain the RMA number with your invoice number and details.

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If 30+ days have gone by since your purchase, unfortunately we can not offer you a refund or exchange.  

 

To be eligible for a return, your product[s] must be unused and in the same condition you received it in and original packaging.

Additional non-returnable items:

* Gift cards
* Some health and personal care items

 

To complete your return, we require the invoice/proof of purchase included with the RMA number clearly marked on it. 

 

Refunds 
Once your return is received and inspected, we will send you an email to notify you that we have received your returned product[s]. We will also notify you of the approval or rejection of your refund.

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If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, less shipping costs which are non-refundable.

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Late or Missing Refunds
It may take some time before you receive your refund.   There is often some processing time before a refund is posted to your bank or credit card account.  

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If you have not received a refund, we ask that you first check with your bank and credit card company.  If you have done this and you still have not received your refund, please contact us at: info@ketchum.house.

 

Sale Items 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

 

Exchanges
We only exchange products that are defective or damaged.  If you need to exchange a product for the same product, please send us an email at: info@ketchum.house and send your item to: Ketchum House 2713 Concession Rd 3, Palgrave, ON L0N 1P0, Canada.

 

Gifts
If the product was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

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If the product was not marked 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.

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Shipping
To return your product, you should mail your product to: Ketchum House 2713 Concession Rd 3, Palgrave, ON L0N 1P0, Canada.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. 

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Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.