Terms of service

** Please double check that your shipping address is correct and complete**

Henna Canada is not responsible for:
- Wrong / incomplete shipping addresses
- If a package was left & then lost from a reception desk, a public space, your doorstep (ie: stolen)
- If a package was not picked up in time from the post office & returned to me. 
- If you have an allergic reaction to the products (anyone can be allergic to natural botanicals, after all!)
- If you didn't get the colour results you wanted (always test first)
- The new DDP Tariff Duties & Taxes to the USA (those will be calculated at checkout)

Only $100 of your order is covered with insurance. If you have a large order & want it fully covered by insurance, please add a note to me so that I can obtain additional coverage and invoice you for the additional shipping fee. 
Shopify doesn't allow me to charge the full rate for shipping when I need to buy additional insurance for a large order. So if your order is worth more than $l 100, and you would like to opt for full insurance in case your package is lost or damaged, I will send you an invoice for the additional cost. 

Shipping Policy:
I ship with Canada Post, Purolator & UPS. If I need to use an alternate carrier than your first choice, I may do so, but you will not incur any additional shipping fees.

I ship on Mondays and Thursdays each week. Perishable goods are ONLY shipped on Mondays to prevent them getting held up in warehouses over a weekend.

If a package was not picked up in time from the post office & returned to me, there is a often a fee for me to reclaim the package. 
In order to still receive your package, you'll have to pay the reclaim fee & pay for shipping again.
Please contact me right away if you know your item was returned & still want it back. Since I don't resell henna powders that were kept of out the freezer for long periods, I will often choose to not reclaim the parcel, which means it goes to the land of dead mail.
* please see Shipping Policy link for full details

Refund Policy:

Some products may be returned within 7 days of delivery with receipt or packing slip if: 
- they are in their original packaging
- they are unopened, sealed & in their original condition.

Please contact me for authorization & begin the process of a return.
You are responsible for return shipping fees, and items must be shipped with tracking and insurance.

The following items cannot be returned and are non-refundable:

  • Fresh Henna Paste & Cones
  • Henna Powder
  • Product Samples
  • Individual products purchased as part of a kit or bundle (the entire kit or bundle must be returned)
  • Gift Purchases (items bought for you by someone else)
  • Sale Products
  • Products that "didn't work" *see below
  • Products in packages that were returned to sender for failure to pick up at the post office.
  • The new USA Tariff Duties & Taxes are not refundable if a package is lost or damaged. The tariffs will need to be paid again when the order is replaced through the shipping insurance. 

Tracking and insurance is required for all returns. 
Refunds will be processed based on the original form of payment.
* please see Refund Policy link for full details

* Products that "Didn't Work"
I supply the highest quality products. I store them properly & use them myself.  They work ;)
But it won't seem that way if my storage & use instructions aren't followed! Or if you try to use my high quality products with a low quality something sold at a store (for example, using our awesome indigo powder with another retailer's henna powder).  Between my product descriptions, online instructions & tips, all the information & warnings (like henna might not bind to dye resistant grey or chemically damaged hair) are available before purchase.  I am happy to troubleshoot with you as to why you might have had a problem with a product working ;)

Damaged Items
Sometimes damage occurs to parcels. Please inspect your order as soon as it arrives. If it looks like your box was damaged and the contents inside were also damaged, please take a picture right away! Send a copy of the pics to me & I'll open a case with the freight carrier. 

Lost Items
Please contact me if 7 business days have gone by without any word about your order. The sooner we get started on an insurance claim, the better. Canada Post will not even open an insurance claim if too much time has passed. 
You must reply to Canada Post emails / phone calls when they try to contact you to confirm the lost package. If you don't, they won't cover the loss, which means that I can't replace your lost items.

Cancellation Policy

I try to fill & ship orders as quickly as possible - usually same day.  (or early next morning, if you ordered at night). So if there is an oops & you'd like to cancel your order, please both call & email me right away.  Since it's a matter of getting a hold of me before your order is dropped off at the post office, I can't officially guarantee cancellations; but if it's necessary, hopefully we will connect in time :)

Please return to:
Henna Canada, 569 Broad Street, Fredericton, NB E3A 5J6