Online Store Return Policy

We want our customers to be satisfied with their purchase however we cannot offer refunds on any of our items due to the nature of the products. We are also very aware of the impact on the environment that shipping has and therefore encourage you to be sure of your order prior to purchasing!

If the product shipped to you is defective or damaged (except during transit), you may be eligible to get a full refund within 30 days of the arrival date. The product(s) MUST be in the original packaging and in the same condition you received it in. Please email photos/videos of the defect or damage to eat@sarafino.com BEFORE you ship the product back to us. Please mention the order number, the products being returned, the reason for the return and the quantity being returned.

Open products will qualify for a proportionate refund depending on the amount of product consumed. Any discounts used, except for shipping discounts, will be subtracted from the refund.

If you are returning an online order due to a mistake we made (e.g. an incorrect item), we will pay for return shipping.

If you are returning it for any other reason, the return shipping costs are your responsibility.

Online refunds can only be made to the credit card or account used for the purchase.

The only exceptions to the above rules are the following products. There is NO REFUND OR EXCHANGE on the following products:

• Any items marked as final sale on the product page
• Clearance Items
• Products in glass containers that were damaged in transit

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item(s). We will also notify you of the approval or rejection of your refund. 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, within a certain amount of days.

Exchanges

We only replace items if they are defective or damaged (not in transit).

To return your product, you should mail it to 573 Durham Road 21, RR # 4, Uxbridge ON, L9P 1R4. If you are returning a product 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. Please note that Canada Post does not insure glass.

Damages during Transit

If your order arrives damaged, it is best to REFUSE the package at the door. If you are unable to do so and accept the package, make sure it is noted on the carrier’s delivery record in order for Sarafino to file a damage claim. Save the products AND the original packaging it arrived in, and contact us for further instructions.

Shipping Policy

Low Stock or Back Ordered Items

If a product that you ordered is low in stock or on back-order, then we will offer the following:

1. Hold your order and ship once the missing product(s) arrive back in stock.
2. Receive a refund or credit for the missing product(s).

If you make a mistake while inputting your shipping address and the parcel returns to us, we may charge you the return shipping cost and the cost to ship back to you.

Note: During holidays and holiday season, orders can be delayed beyond shipping time indicated.

Disclaimer: Please be advised that all items in glass containers delivered through Canada Post are not insured and are sent at the risk of the recipient.

Cancellation Policy

Should the need arise to cancel an order after you’ve placed it, we will do our best to accommodate your request. Order cancellation is a time-sensitive action, so please get in touch with us as soon as possible. Cancellation fees apply to cancelled orders that are already in the processing phase. The lesser of $10 or 10% of the order value will constitute the fee and is not refundable in the event of cancellation.

An order cannot be cancelled after it has been dispatched from our premises.

Processing Time

All orders require 1-3 business days of processing time to be picked, packed and prepared for shipping, unless otherwise noted on the product page of the item(s) you’ve ordered.

Regular Post

All orders should arrive within 1-6* business days anywhere in Canada after processing is done at our warehouse. Regular Post will deliver your package using standard shipping methods through Canada Post.

*Delivery times are approximate and based on information from Canada Post. Canad Post may delay shipping which is beyond Sarafino’s control. During Holiday Season Canada Post might take longer than usual to process which is also beyond Sarafino’s control. The delivery date of your order depends on when the order leaves our warehouse and the destination address for the item.

Damages during Transit

If your order arrives damaged, it is best to REFUSE the package at the door. If you are unable to do so and accept the package, make sure it is noted on the carrier’s delivery record in order for Sarafino to file a damage claim. Save the products AND the original packaging it arrived in, and contact us for further instructions.