We want you to be happy with your Tatova Hata Canada purchase. Please review the conditions below before requesting a return.

14-Day Returns

You may request a return within 14 days of delivery.

To be eligible for a return, your item must be in the same condition in which you received it, unused, with any original tags or labels, and in its original packaging. You will also need your receipt or other proof of purchase.

To request a return, contact us at support@tatovahata.com before sending your item back.

Returns sent to us without first requesting a return may not be accepted.

Return Shipping

Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect, or unless otherwise required by applicable law.

If requested, Tatova Hata Canada may provide a return shipping label. The cost of the label will be deducted from your final refund.

If a return shipment is sent to us with shipping charges owing, those charges may also be deducted from the final refund.

If an order is refused, not accepted, or otherwise returned to us by the carrier, any shipping and return-to-sender charges incurred may be deducted from the refund.

How to Package Your Return

Our products are fragile handcrafted glass items and must be packaged carefully for return shipping.

Unless we provide different instructions for your specific return, please:

• place each fragile item securely in its original inner box;
• protect individual items so that they cannot move or strike one another;
• place the protected inner box or boxes inside a sturdy outer shipping box;
• provide a minimum of 2 inches (5 cm) of cushioning on all sides between the inner packaging and the outer shipping box;
• fill empty spaces so that the contents do not move when the package is gently shaken; and
• seal the outer box securely for transit.

Returned items that are damaged because they were inadequately packaged may not qualify for a refund. Any deduction or refusal of a refund will be based on the condition of the returned product and is subject to applicable law.

Damaged or Incorrect Orders

If an item is damaged in transit, defective, or you receive the wrong item, contact us at support@tatovahata.com.

For items damaged during delivery, we may ask you to provide photographs showing:

• the damaged item;
• the inner packaging;
• the cushioning materials;
• the outer shipping box; and
• any visible damage to the parcel or shipping label.

Where the damage occurred during delivery and the claim is properly documented, we will arrange an appropriate replacement, exchange, or refund at no additional return-shipping cost to you, subject to availability and applicable law.

Sale Items and Gift Cards

Sale items are final sale and cannot be returned or exchanged, except where required by applicable law.

Gift cards are non-refundable and cannot be redeemed for cash, except where required by applicable law.

Custom, Wholesale and B2B Orders

Custom-made, personalized, wholesale, bulk, and other business-to-business orders are produced specifically for the customer and are therefore final sale. They cannot be returned, refunded, or exchanged except where required by applicable law or expressly agreed otherwise in writing.

Unless different terms are stated in an accepted quotation, invoice, or written agreement, custom and B2B orders require a 50% advance payment. This advance payment is non-refundable once paid, except where required by applicable law.

Additional payment, production, delivery, cancellation, and acceptance terms may be specified in the quotation, invoice, or agreement applicable to a particular custom or B2B order.

Refunds

We will notify you after we receive and inspect your return and let you know whether the refund has been approved.

If approved, the refundable amount will be returned automatically to your original payment method within 10 business days. Please remember that your bank or credit card provider may require additional time to process and post the refund.

Return shipping costs, shipping charges owed to the carrier, and other return transportation costs for which the customer is responsible may be deducted from the refund.

If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at support@tatovahata.com.

Return Address

Approved returns should be sent as instructed by us to:

Tatova Hata Canada Ltd.
201-5255 Yonge St
North York, Ontario M2N 6P4
Canada
+1 (855) 635-9450

Please do not send a return to this address until you have contacted us and your return request has been accepted.

Questions

For questions about returns, refunds, damaged products, or exchanges, contact us at support@tatovahata.com.

Any dispute arising from or relating to this policy, an order, or a purchase from Tatova Hata Canada will be governed by the laws of the Province of Ontario and the applicable federal laws of Canada, and will be subject to the jurisdiction of the courts of Ontario, except where applicable consumer protection law requires otherwise.

Nothing in this policy limits any rights or remedies that cannot legally be excluded under applicable consumer protection law.