Refund policy
About Return and Refund
15644178 CANADA INC. o/a DARABARA (the "Site", "we", "us", or "our") wants you to be delighted with your finds! We strive for customer satisfaction and offer a clear return policy tailored to the products we sell.
1. Return Eligibility & General 30-Day Policy (Change of Mind)
You have 30 days after receiving your item to request a return for change of mind. To be eligible for this type of return, your item must be in the same condition that you received it: unused, unworn, and unopened for sealed items, with all tags attached, and in its original packaging. You'll also need the receipt or proof of purchase.
Important Note on Product Condition: While our general return policy covers products that are new, unopened, or have never been used, we understand that issues like defects may only be discovered after opening. For defective or damaged items, please refer to Section 2 below for specific conditions.
To start a return, please contact us through our website's chat function, email us at hi@darabara.com, or initiate a return from your profile account. If your return is approved, we will provide you a return address for return shipping.
Return Shipping Costs (Change of Mind): For returns initiated due to a change of mind (i.e., not resulting from a product defect or an error on our part), you will be responsible for covering the shipping costs for sending items back to us at Toronto, Canada. This includes any potential cross-border costs. For your peace of mind, we highly recommend selecting a shipping service with tracking, and kindly ensure items are packed securely with all original packaging included, as we cannot take responsibility for returns that are lost or damaged on their way back.
Original Shipping Costs (Change of Mind): At Darabara, we strive to offer you the most competitive shipping rates possible. Because our shipping fees are already set at a low rate to benefit our customers, please note that original shipping costs are non-refundable for returns initiated due to a change of mind. We will refund the cost of the returned item(s) only. We appreciate your understanding.
Unauthorized Returns: Items returned to us WITHOUT first requesting a return may be refused. We will make every reasonable effort to contact you to resolve the issue; however, unauthorized returns may be subject to a 20% restocking fee or the return of the item to you at your expense. We appreciate your cooperation in following our return process.
DARABARA reserves the right to reject any returns/exchanges that do not comply with the return/exchange policy.
2. Damages, Issues, and Defective Products (Consumables & Non-Consumables)
Please inspect your order upon reception. We require specific reporting timelines for different types of issues:
- Initial Inspection & Defective Consumables (e.g., Incense, Fragrance): For consumable products like incense, any claim of a defect (e.g., doesn't burn, unusual odor, physical damage on arrival, incorrect products) must be reported to us within 48 hours of delivery. This allows us to promptly investigate and address the issue before significant consumption.
- Damaged or Incorrect Items: If the item is defective, damaged in transit, or if you receive the wrong item, please contact us within 48 hours of delivery.
- Defects Discovered Later (within 30 days): For non-consumable products where a defect becomes apparent within the 30-day return window, please report it as soon as it is discovered.
- Photographic Evidence: To expedite the resolution process, please provide clear photographic or video evidence of any damage, defect, or incorrect item. This is particularly important for consumables to demonstrate the issue. We will make it right for you.
Return Shipping Costs for Verified Defects/Damages: If your claim of a defective, damaged, or incorrect item is approved after our assessment, DARABARA will provide a prepaid return label and cover the cost of return shipping for these specific situations.
Resolution for Verified Defects/Damages: Upon verification of a defective, damaged, or incorrect product, we will offer a resolution that may include:
- A full refund (including original shipping costs).
- A replacement of the product.
- A partial refund or replacement for the affected portion if the defect impacts only a part of a consumable item.
We will work with you to determine the best resolution.
3. Exceptions / Non-Returnable Items
Certain types of items cannot be returned, such as:
- Perishable goods (such as food, flowers, or plants).
- Custom products (such as special orders or personalized items).
- Personal care goods (such as beauty products, for hygienic reasons).
- Items clearly marked as "Final Sale" on the product page.
Sale items and gift cards are also non-returnable. Please get in touch if you have questions or concerns about a specific item.
4. Exchanges
We are happy to help with exchanges if you are not satisfied with the product. If you would like to exchange your order for a different size, color, or another item, contact us via hi@darabara.com or +1 (647) 767-4220 to initiate an exchange. We will arrange the product and shipping accordingly. Exchange eligibility follows the same conditions as general returns (Section 1).
5. European Union 14-Day Cooling Off Period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
6. Refunds & Processing Time
Once we've received and inspected your return, we will notify you of the approval or rejection of your refund.
Return Processing Time: Upon approval, we aim to process your refund within 15 business days of receiving the returned item.
You'll be automatically refunded on your original payment method. Please remember it can take some additional time for your bank or credit card company to process and post the refund to your account after we have issued it.
Response Time: We are committed to processing your return requests efficiently. We will respond to all return inquiries within two business days.
7. Late or Missing Refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve completed these steps and still have not received your refund, please contact us at hi@darabara.com or +1 (647) 767-4220.
8. Gifts
If the item 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.
If the item wasn’t 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 he will find out about your return.