our commitments
Terms of sale, returns and refunds
Every piece is made for you, from your photo. Here, in plain words, is what you are entitled to — before, during and after printing.
You approve before anything is printed
We send you a digital proof — a preview image of your piece — on your tracking page. Nothing is printed until you approve it. Touch-ups at that stage are included, as many times as it takes: it’s your keepsake, it has to look like them.
Full refund before approval
As long as you have not approved the proof, you can cancel and be refunded in full, with no need to justify yourself. Write to us at bonjour@pumpkinetnova.ca with your order number, and the refund goes back to your original payment method (allow a few business days depending on your bank).
After approval
Approval starts printing. From that moment the piece is custom-made from your photo and your words: it cannot be resold or restocked, and so it cannot be returned. That is why we invite you to look at the proof large, without rushing.
Damaged or lost parcel
If your piece arrives damaged, we replace it free of charge with nothing to send back: a photo of the damage is enough. Let us know within 14 days of delivery. If the parcel is lost on the way, we remake it.
If it doesn’t look like them
This is the case we take most seriously. Tell us on the proof: we rework it until it’s right. If we can’t get there, you are refunded — we prefer that to a keepsake that disappoints you every time you look at it.
Timelines
Expect about 2 business days for the proof, then 3 to 5 business days of production and shipping after your approval. These are indications: we let you know if anything takes longer.
Your photos
You must own the photo you upload, or have permission to use it. We use it only to produce your order — never for advertising without your written consent. The details are on our Privacy page.
Prices and taxes
Prices are in Canadian dollars. The final amount, taxes and shipping included, is shown before payment: that is what will be charged, to the cent.
A question?
Write to us at bonjour@pumpkinetnova.ca. A human answers within 1 business day, often well before.
Ateliers Després · Québec business number (NEQ) 2282475484 · 870, chemin Juneau, Shawinigan (QC) G9R 1M1 · 819-556-5656