Refund policy
Last updated: July 18, 2026
At HarmonyChime, we believe that every object brought into your home should create a sense of quiet beauty, balance, and lasting enjoyment. Inspired by the Japanese Wabi Sabi philosophy, our collection celebrates natural materials, thoughtful details, gentle movement, and the imperfect beauty found in handcrafted décor.
We understand that an item may occasionally arrive differently than expected or may not be the right fit for your space. This Return & Refund Policy explains how returns, refunds, exchanges, damaged products, missing orders, and order cancellations are handled.
This policy applies to purchases made directly through HarmonyChime.store. By placing an order through our website, you acknowledge that you have reviewed and accepted the terms below.
Shopify allows merchants to publish their own return and refund terms, but each merchant remains responsible for reviewing, following, and accurately communicating its published policy.
1. Contact Information
All return, refund, exchange, cancellation, and order-related requests must be submitted to:
HarmonyChime
1380 Rue de l'Everest
Québec, QC G3J 1B3
Canada
Email: support@HarmonyChime.store
Phone: (829) 353-9486
Website: HarmonyChime.store
For the fastest assistance, please contact us by email and include your full name, order number, reason for contacting us, and any supporting photographs or videos.
2. Thirty-Day Return Period
HarmonyChime offers a 30-day return period for eligible products.
You have 30 calendar days from the date your order is marked as delivered to request a return. A return request submitted after this period may be declined unless a longer period is required under applicable consumer protection law.
Submitting a request within 30 days does not automatically guarantee approval. The product must meet the eligibility requirements described in this policy.
Please do not return any product before receiving written return authorization from our customer care team. Unauthorized returns may be delayed, refused, or returned to the sender.
3. Return Eligibility
To qualify for a standard return, the product must:
Be returned within the applicable return period
Be unused, unworn, uninstalled, and unaltered
Be clean and free from damage caused after delivery
Be returned with all original components, accessories, hooks, cords, decorative pieces, instructions, and packaging supplied with the product
Be packaged securely to prevent damage during return transportation
Include valid proof of purchase from HarmonyChime.store
Have been purchased directly from HarmonyChime.store
We may request photographs or videos before authorizing a return. This allows us to confirm the condition of the product, identify potential defects, and provide the most appropriate resolution.
Products that show signs of outdoor use, prolonged exposure to weather, improper installation, modification, accidental breakage, misuse, neglect, or normal wear may not qualify for a return.
4. Natural Materials and Handcrafted Variations
Some HarmonyChime products may contain bamboo, wood, resin, metal, glass, stone-like finishes, handcrafted ornaments, painted details, or naturally textured materials.
Natural and handcrafted products may display small differences in:
Wood grain
Bamboo tone
Surface texture
Colour depth
Paint placement
Shape
Finish
Patina
Dimensions
Decorative detailing
These variations are part of the individual character of the product and may not be considered defects when they do not affect its intended function, safety, or overall quality.
Screen settings, lighting conditions, photography, and the surrounding environment may also affect how a product’s colour appears online. A reasonable difference between the displayed colour and the physical product does not automatically mean that the item is defective.
We will nevertheless review concerns fairly and individually.
5. How to Request a Return
To begin a return, email support@HarmonyChime.store with the subject line:
Return Request – Order [Your Order Number]
Your message should include:
Your full name
Your order number
The email address used to place the order
The name of the product you wish to return
The quantity being returned
The reason for the return
Clear photographs of the product and its packaging
A short video if the concern involves sound, movement, assembly, or functionality
Whether you prefer a refund, replacement, or exchange, when available
Our customer care team will review your request and normally respond within three business days.
When a return is approved, we will provide return instructions and, when applicable, the appropriate return address or prepaid return label. The return destination may differ from our business correspondence address, so products must not be mailed to the address shown on this page unless we specifically instruct you to do so.
6. Free Return Shipping
For eligible returns approved under this policy, HarmonyChime may provide a prepaid return label or another no-cost return method.
Free return shipping generally applies when:
The wrong product was delivered
The product arrived damaged
The product arrived with a verified manufacturing defect
The product was materially different from the product ordered
A standard return was requested within 30 days and approved under our advertised free-return offer
The return is required under applicable law
Customers must use the return method provided by HarmonyChime. We cannot guarantee reimbursement for shipping services purchased independently without prior written approval.
If a customer refuses to use the provided return method, chooses an upgraded or expedited shipping service, or returns the product to an unauthorized address, additional costs may not be reimbursed.
7. Damaged, Defective, or Incorrect Products
Please inspect your order promptly after delivery.
If your product arrives damaged, defective, incomplete, or incorrect, contact us within seven calendar days of delivery whenever reasonably possible. Reporting the issue promptly helps us document shipping damage and resolve the matter efficiently.
Please provide:
A photograph of the shipping package
A photograph of the shipping label
Photographs showing the full product
Close-up photographs of the damage or defect
A video when the issue concerns movement, sound, or functionality
Photographs of all items received when part of the order is missing or incorrect
Depending on the circumstances and product availability, we may offer:
A replacement product
Replacement components
A full refund
A partial refund
Store credit
Another reasonable remedy agreed upon with you
You will not be required to pay approved return expenses for a verified damaged, defective, or incorrect product.
Do not discard the product or original packaging until we have completed our review. In some cases, the shipping carrier may require photographs, inspection, or retention of the packaging.
8. Products Damaged After Delivery
HarmonyChime is not responsible for damage caused after successful delivery by:
Improper installation
Failure to secure the product adequately
Excessive wind or severe weather
Storms, hail, ice, flooding, or falling branches
Prolonged exposure to moisture or corrosive environments
Improper storage
Dropping, impact, crushing, or accidental breakage
Use inconsistent with the product description
Modification, repainting, cutting, drilling, or disassembly
Failure to follow care or safety instructions
Normal fading, oxidation, patina, weathering, or wear
Outdoor décor naturally changes over time. Bamboo may gradually age, metal finishes may develop patina, and colours may soften through exposure to sunlight and weather. These changes are generally considered normal wear rather than manufacturing defects.
9. Non-Returnable Products
Unless required by applicable law, the following items may not qualify for return:
Products returned more than 30 days after delivery
Products showing signs of use, installation, or outdoor exposure
Products damaged by the customer
Products altered, repaired, painted, cut, or modified
Products missing essential components or accessories
Products returned without authorization
Personalized, customized, or made-to-order products
Gift cards
Digital products or downloadable content
Products marked “Final Sale” or “Non-Returnable” before purchase
Clearance products when clearly identified as final sale
Items presenting hygiene, contamination, or safety concerns due to their returned condition
A discounted product is not automatically final sale. It will be treated as final sale only when that condition was clearly disclosed before purchase.
Nothing in this section limits rights that cannot legally be excluded.
10. Exchanges
We may offer exchanges for eligible products when inventory is available.
To request an exchange, contact us within 30 days of delivery. The original product must meet the return conditions stated in this policy.
The quickest method may be to return the original product and place a separate order for the preferred item. However, please wait for instructions from our team before returning anything.
If the replacement product costs more than the original product, you may be required to pay the difference. If it costs less, the difference may be refunded to the original payment method.
An exchange is not guaranteed until it has been approved and the replacement inventory has been confirmed.
11. Return Inspection
Returned products are inspected after arrival at the authorized return facility.
Inspection may take up to five business days. We assess whether the product:
Matches the authorized return request
Was returned within the applicable period
Contains all required components
Remains in acceptable condition
Shows signs of use, installation, damage, or modification
Was packaged with reasonable care
If the returned product does not meet the requirements of this policy, we may:
Decline the refund
Reduce the refund to reflect diminished value when legally permitted
Return the product to the customer
Request additional information
Offer store credit as an alternative resolution
We will contact you before taking an action that materially affects the requested refund.
12. Refund Approval and Processing
When a return is approved after inspection, the refund will normally be issued to the original payment method.
Eligible refunds may include:
The purchase price of the approved returned product
Applicable taxes associated with the refunded amount
Standard shipping charges when required by law or when the entire order was defective, incorrect, or undelivered
Original expedited shipping fees, shipping upgrades, gift wrapping, or optional services are generally non-refundable unless the service was not provided or applicable law requires reimbursement.
After we issue a refund, your bank, card issuer, digital wallet provider, or payment service may require additional processing time before the funds appear in your account. Processing times are controlled by the payment provider and may vary.
Shopify’s order-management system permits merchants to issue full or partial refunds to the customer’s payment method.
13. Refund Timing
Approved refunds are normally initiated within five to ten business days after the returned product passes inspection.
If you have received a refund confirmation but the funds have not appeared:
Review your bank or credit card account again
Contact your credit card issuer
Contact your bank or payment provider
Allow for any pending processing period
Contact us at support@HarmonyChime.store if the expected processing period has passed
We cannot control delays caused by banks, card networks, currency conversion services, or payment processors after the refund has been issued.
14. Refunds in Different Currencies
Your order may be displayed or processed in a currency different from our store’s settlement currency.
Refunds are issued based on the transaction amount and method recorded for the original order. Exchange rates may change between the original purchase date and the refund date. As a result, the amount shown in your local currency may differ slightly from the amount originally displayed.
Foreign transaction fees, conversion fees, and charges imposed independently by your bank or card provider are outside our control and may not be refundable by HarmonyChime.
15. Partial Refunds
When legally permitted, a partial refund may be considered if:
Only part of an order is returned
A product is missing non-essential packaging
A product is returned with missing components
A product shows handling beyond what was reasonably necessary to inspect it
The returned condition has reduced the product’s resale value
The customer accepts a partial refund instead of returning a product with a minor cosmetic concern
The amount of any proposed partial refund will be explained before completion whenever practical.
We will not apply arbitrary deductions or undisclosed restocking charges.
16. Order Cancellations
To request cancellation, email support@HarmonyChime.store as soon as possible.
We will attempt to cancel an order that has not entered processing or shipment. However, cancellation cannot be guaranteed once:
The order has been packed
A shipping label has been created
The order has been transferred to a fulfilment partner
The parcel has been collected by the carrier
The order is already in transit
If cancellation is no longer possible, you may request a return after delivery under this policy.
Do not refuse a delivery unless instructed by us. Refused parcels can experience long delays, become lost, or generate carrier fees.
17. Lost, Missing, or Undelivered Orders
If tracking shows no movement for an unusual period or your order has not arrived within the expected delivery window, contact us so that we can investigate.
We may ask you to:
Confirm the delivery address
Check with household members
Check with neighbours
Look around the delivery location
Contact the local carrier
Allow a reasonable investigation period
If an order is confirmed lost in transit, we may offer a replacement or refund.
An order may not qualify as lost when tracking confirms delivery to the address entered at checkout. However, we will review reported delivery problems in good faith and assist with available carrier procedures.
Customers in Québec may have additional statutory cancellation and reimbursement rights when an online merchant fails to deliver within legally prescribed periods or fails to comply with certain distance-contract requirements. Québec’s Office de la protection du consommateur explains that qualifying cancellations can require reimbursement within 15 days and may include reasonable return expenses.
18. Incorrect or Incomplete Delivery Address
Customers are responsible for entering a complete and accurate delivery address at checkout.
If you notice an error, contact us immediately. We will attempt to update the address before shipment, but changes cannot be guaranteed after fulfilment begins.
If an order is returned because the customer provided an incomplete, inaccurate, or undeliverable address, we may offer:
Reshipment after confirming the correct address
A refund after the parcel is returned and inspected
Another appropriate resolution
Additional shipping charges may apply to customer-caused address errors unless prohibited by law.
19. Gifts
A gift recipient may contact us regarding a damaged or defective product, but we may require the original order number, purchaser’s email address, or other information to verify the transaction.
Approved refunds are generally issued to the original purchaser’s payment method. When appropriate, we may offer store credit or an exchange to the gift recipient.
20. Chargebacks and Payment Disputes
We encourage customers to contact HarmonyChime before initiating a chargeback or payment dispute. Most concerns can be resolved more quickly through direct communication.
Submitting a chargeback does not eliminate the need to provide accurate information or return products when required. We may provide the payment provider with relevant order records, tracking information, customer communications, return documentation, and proof of delivery.
Nothing in this section prevents a customer from exercising a lawful chargeback right.
21. Consumer Protection Rights
This Return & Refund Policy provides contractual benefits in addition to rights that may exist under applicable consumer protection law.
In Canada, general change-of-mind returns are often governed by the merchant’s published policy, while defective products and specific online transactions may be subject to additional legal protections. The Government of Canada advises consumers to review a merchant’s refund and exchange terms, and Québec authorities state that merchants who adopt a return policy must follow it.
Nothing in this policy excludes, restricts, or replaces any mandatory warranty, remedy, cancellation right, reimbursement right, or other consumer protection that cannot legally be waived.
Where this policy conflicts with a mandatory law applicable to your purchase, the mandatory law will prevail.
22. Abuse and Fraud Prevention
HarmonyChime reserves the right to investigate and decline requests involving suspected:
Return fraud
False damage claims
Product substitution
Repeated excessive returns
Use followed by attempted return
Altered photographs or documentation
Unauthorized payment activity
Abuse of promotional offers
Harassment, threats, or dishonest conduct
Any decision will be based on available evidence and applicable law. This provision will not be used to deny a legitimate consumer claim.
23. Policy Changes
HarmonyChime may revise this policy periodically to reflect operational changes, product updates, legal requirements, or improvements to our customer service practices.
The version published at the time of purchase will generally apply to that order unless a later version provides more favourable terms or a change is required by law.
The “Last updated” date at the beginning of this policy indicates when the most recent revision was published.
24. Questions and Assistance
We want each HarmonyChime piece to bring a sense of stillness, movement, and natural harmony into your surroundings. If something about your order does not feel right, please contact us. We will review your concern carefully and seek a fair, practical resolution.
HarmonyChime
1380 Rue de l'Everest
Québec, QC G3J 1B3
Canada
Email: support@HarmonyChime.store
Phone: (829) 353-9486
Website: HarmonyChime.store
This policy is a general e-commerce template and should be reviewed by a qualified legal professional familiar with Québec, Canadian, and international consumer laws before publication.