Refund policy

Returns & Refunds

We want you to be happy with what arrives. Wintermoss sells products from Canadian makers and brands. Your order is sent directly by the supplier, so returns are arranged through us and handled with them.

Cancelling an order: you can cancel within 15 minutes of ordering. After that your order may already be with the supplier, so please contact us and we will do our best to stop it.

Change of mind: you may return an item within 30 days of delivery if it is unused, unopened and unburned, and in its original packaging. To start a return, email wintermossbq@gmail.com or use our Contact page with your order number. We will send you a return label at no cost to you. There is no restocking fee. Original shipping charges are not refunded for change-of-mind returns.

Damaged, faulty or incorrect items: tell us within 7 days of delivery and include your order number and a photo. We will replace the item or refund it at no cost to you, including return shipping where a return is needed.

What we cannot take back: candles that have been burned or used; opened tea, food or drink products; and items marked final sale. For hygiene reasons the Winter Knit Cotton Beanie is final sale unless it arrives faulty or incorrect.

Refunds: approved refunds go to your original payment method within 10 business days of us receiving the returned item (or, for faulty or lost orders, once we confirm the issue with the supplier).

Questions? Email wintermossbq@gmail.com or use our Contact page. We reply within 1-2 business days.