Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You will also need your receipt or proof of purchase.
To start a return, contact us at info@septembercollective.com. If your return is accepted, we will send you a return shipping label along with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Please note that for all standard returns where the item is not damaged or defective, original shipping costs are non-refundable and will be withheld from your refund.
September Collective reserves the right to refuse returns or refunds where fraudulent activity is suspected, including but not limited to false damage claims or abuse of our return process.
Domestic Orders (Canada): Full refund to original payment method, minus return shipping costs.
US + International Orders: Due to prepaid customs duties and/or taxes collected at checkout, international returns are subject to a restocking fee to cover non-refundable duty costs. Refunds will be issued for the product price, minus duties, taxes, and return shipping.
You can always contact us for any return question at info@septembercollective.com.
Damages and issues
Please inspect your order immediately upon receipt. If your item arrives damaged, defective, or incorrect, you must contact us within 48 hours of delivery at info@septembercollective.com with the following:
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Your order number
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A written description of the issue
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Clear photographs of the damaged item and the original packaging it arrived in
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A short video of the damaged item
Claims submitted outside the 48-hour window or without the required documentation cannot be assessed.
September Collective reserves the right to verify the authenticity of any images or videos submitted in support of a damage or defect claim. Submission of fraudulent or digitally altered images will result in the claim being rejected and may be reported to the relevant authorities.
For damage claims, we reserve the right to request the item be returned to us before a refund is issued. Once received and inspected, refunds will be processed within 8 business days to your original payment method.
Exceptions / non-returnable items
Certain items cannot be returned, including perishable goods (such as food, flowers, or plants), custom or personalised items, and personal care goods (such as scented candle products). We do not accept returns on hazardous materials, flammable liquids, or gases. Please get in touch if you have questions about your specific item.
We cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have and, once the return is accepted, place a separate order for the new item.
Refunds
We will notify you once we have received and inspected your return and let you know whether the refund has been approved. If approved, you will be refunded to your original payment method within 10 business days. Please allow additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at info@septembercollective.com.