Purchase, delivery & return policies

Shipping

Shipping costs

Shipping is free for orders over $ 50 in Canada. For international delivrery, please contact us at info@kanevas.ca.

*No shipping cost for fabric sample*

Orders under $ 50
Orders $ 50 and over
Quebec $ 4.95 Free
Canada (Other than Quebec) $ 9.95 Free
United States $ 35 $ 35

Delivery

Delivery takes 3 to 5 weeks from the date of the order. Once your order is completed, inspected by our stylists and shipped out, you will receive an email confirmation with a tracking number for delivery.

Delivery dates cannot be guaranteed due to unforeseen situations such as natural disasters, (ex. flooding, earthquakes, etc.) technical problems, postal service delays or any other factors out of our control in destination countries or with subcontractors.

We will do everything within our power to keep you informed and to ensure that you receive your order as quickly as possible.

Incorrect shipping address

It is the responsibility of the buyer to enter the shipping address accurately. If an incorrect shipping address has been provided, please contact us at order@kanevas.ca.

If the order is returned to Kanevas due to an incorrect shipping address and the buyer requests reshipment, additional shipping charges may apply.

Shipping with Canada Post

Check the Canada Post web site frequently for delivery status updates for your order. A notice card will be left at your door if the delivery attempt fails. It will direct you to the facility closest to you for pick up. If you do not receive a notice card, please contact Canada Post to request the address. If the package is not picked up within 7 days, it will be returned to Kanevas. Kanevas is not responsible for any return costs. If your package is returned, please contact us at order@kanevas.ca for further assistance.

International delivery

Kanevas is not responsible for the customs or import duties that may be charged when the package arrives at its destination country. These fees are payable by the receiver. These fees are not handled or collected by Kanevas, and thus cannot be refunded. Kanevas has no control over these fees and cannot estimate or confirm their cost, as customs policies and import duties vary from country to country. We recommend contacting your local customs office for information about fees before placing your order, to avoid unforeseen charges.

On rare occasions, international shipping to some countries can take up to 4-6 weeks. We are not responsible for any delays caused by the destination country’s customs clearance process or by the courier’s transit delays.

Purchase policies

Standard products

Standard products at Kanevas are products produced without customization and include accessories, interchangeable flap bags, interchangeable flaps and standard bags (Some exclusions apply, please refer to the product page to validate the delivery time).

Please note that all products on sale are final sales and cannot be refunded nor exchanged.

Returns and Exchanges

At Kanevas, it is very important to us that our customers are happy with their purchase. If for any reason, you wish to return or exchange a standard product purchased at full price from our web site please contact us within 30 days from the date you received your order. We are more than happy to accommodate returns or exchanges of standard products that are in their original condition and have not been used or damaged.

Please contact us at order@kanevas.ca and provide the order number, the proof of purchase and the reason for the return or exchange in the email. If the return meets Kanevas conditions, we will provide you with a RMA # and a return address.

Customers are responsible for returning the item(s) at their own expense. We recommend sending your return with a tracking number and insurance. Kanevas is not responsible for lost returns. Please note that a RMA # issued by our returns department must be provided prior to shipping.

When making a return/exchange, count 5 to 10 working days before the transaction is completed.

Refunds

Once a refund is authorized, Kanevas will reimburse you in full. Refunds are processed via the same method of payment used at the time of purchase. It can take 1 to 2 billing cycles before the credit will appear on your statement. Shipping costs are not refundable.

Kanevas does not refund customs or international duty fees; these are to be paid by the receiver. Please see our duties and international fees policy under shipping and delivery for further information.

In the case of a purchase made with a gift card, a new gift card of equal value will be issued in lieu of a credit.

E-gift card sales are all final sales. Once the unique gift card code has been generated, we are no longer able to cancel the gift card. Gift cards cannot be applied to past purchases.

Order cancellations

An order may be canceled on the day of purchase. Refunds are processed by the same method of payment used at the time of purchase. If you decide to cancel or modify your order please write to us at order@kanevas.ca. If it is too late for our team to cancel/modify your order, you can return your order to us once you have received it.

Customized products

Customized products at Kanevas are those for which the customer selects the model, the exterior fabrics and the interior arrangement.

Product visualisation

Kanevas endeavors to be as precise as possible. However, we cannot guarantee that the description of its products, or any information contained on the web site, is accurate, complete, reliable, up to date, or without error. Kanevas will take all reasonable steps to correct any discrepancy.

The viewing tool on Kanevas.ca presents the most realistic picture possible of the product. This image allows the client to view the fabrics and the customized creation before purchasing. You must ensure that you have carefully reviewed your item summary before proceeding with your order. In addition, please note that the color differences generated by a computer screen are not considered an error, as the color of fabrics may vary depending on the monitor. For this reason, Kanevas provides you with possibility to order samples of the fabrics that interest you. Visit this link to order fabric samples:

Order cancellations

You can cancel or modify your order, make changes for design options or fabrics, within 12 hours of placing your order. To do so, please write to order@kanevas.ca. Refunds are processed by the same method of payment used at the time of purchase. No refund can be offered after the day of purchase. Your order begins to be processed the day your payment is made, which means that your fabric has been ordered and prepared to be cut to your specifications.

Production and delivery guarantees

We understand that some clients are concerned about ordering online, notably due to questions about production and guarantee of delivery. Although we guarantee the rigor of our production process, certain issues may arise:

1.The fabric chosen by the client must be among the list of fabrics offered on our site. We will inform you if the fabric is no longer available.

2.Certain situations are beyond our control and may cause a delivery to be delayed: a vacation period in the mandated country, a natural disaster or a delay caused by a third party such as a courier.

Returns, exchanges and refunds

For customized products, in the case where a production error has occurred (ex. the wrong fabric has been used or the interior design differs from the one chosen by the customer, or if the product is damaged upon reception), Kanevas will authorize a refund within 30 days from the date you received your order. If this is the case, please contact Kanevas at: return@kanevas.ca.

Returns of customized products are treated on a case-by-case basis by our customer service department. Kanevas reserves the right to refuse any request that does not meet its conditions.

Warranty

All Kanevas products, standard, customized or on sale, are eligible to a three (3) month warranty from the date of purchase. The three month warranty is only subject to the following conditions:

1.A copy of your order confirmation or proof of purchase, your order number, 2-3 photos of the damaged item and a brief description of the claim must be provided to validate the warranty;

2.Kanevas shall not be liable under this warranty if any damage or defect resulted from (i) misuse, abuse, neglect (ii) accident (iii) any modifications or alterations made (iv) wear and tear;

3.If the item is no longer available, we will substitute the item for one of equal value of your choice.

Kanevas reserves the right to refuse any request that does not meet its conditions. Please contact customer service at return@kanevas.ca for more information.

Complaints and special cases

Each complaint is treated on a case-by-case basis by our online customer service department. Address all inquiries to info@kanevas.ca.

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