Refund policy

We accept eligible returns within 30 days of delivery. This policy applies to purchases from the Kirschen / Two Cherries Canada online store.

Return condition

Products must be unused, unopened and in the same condition in which they were received, with their original packaging, any supplied tags and proof of purchase. Used tools are not eligible for a change-of-mind return.

Start a return

Contact us with your order number before sending anything back. Once your return is approved, we will provide instructions and a prepaid return label. Returns sent without prior approval will not be accepted. Please use the return address supplied with your authorization.

Return shipping and fees

The customer is responsible for return shipping unless the return results from our error or the product arrived defective or damaged. The actual cost of the return label is deducted from the approved refund. We do not charge a restocking fee.

For a change-of-mind return, original shipping charges are non-refundable once the order has shipped. If the order qualified for free standard shipping, there is no original standard-shipping charge to deduct.

Damaged, defective or incorrect items

Inspect your order on arrival and contact us promptly if an item is defective, damaged or incorrect. Include your order number and photographs so we can assess the issue and arrange an appropriate resolution. You will not be charged return shipping where the return is required because of our error or a defective or damaged arrival.

Final-sale and special-order products

Products identified as clearance or final sale, gift cards, personalized items and special-order products are not eligible for a change-of-mind return. This does not remove any rights you may have if goods are defective, damaged, incorrectly supplied or otherwise covered by applicable consumer law.

Refunds

We inspect returned products when they arrive and notify you of the outcome. Approved refunds are issued to the original payment method within 48 hours of receipt and inspection, less any applicable actual return-label cost and non-refundable original shipping charge. Your bank or card provider may take additional time to post the refund.

Exchanges

For an exchange, contact us first so we can review the request and confirm availability. Where a separate replacement order is needed, we will explain the process before you return the original item.

Warranty and your rights

Manufacturing-defect claims are addressed separately under our Warranty information. Nothing in this returns policy limits rights or remedies that cannot be excluded under applicable law.