Customer Satisfaction has always been our top priority. We offer exchanges or refunds on a majority of our products as long as they are returned within 14 days after delivery.*1
We will gladly exchange items you are not happy with for other products in-store, of equal value, if the exchanged product satisfies all conditions of our policy.
Returned/exchanged items must be in mint, unused condition with all original documentation. Items must be absent of any signs of wear on any aspect of the product.
Physical return/exchange of products is considered in-store case-by-case and is subject to approval or denial based on whether your product satisfies all conditions of our policy or not.
Special orders, sales, inks, papers (unless the product is sealed), Christmas items and dated items such as planners and calendars are a final sale. Please contact us for return or exchange instructions.
Fountain pens must contain all unused cartridges without any ink on the nib and the product must be absent of alterations. We will not accept a return with any indication of use and will ship it back to you at your expense.
Ensure that you enter your correct address for shipment. Refunds and/or re-shipping are not accepted in cases of wrong address entered. In case this occurs, ensure you contact us via email or phone before the order reaches the shipping stage so we can amend the shipping address (and delivery cost if applicable).
No returns, refunds, exchanges accepted on hygienic products such as face masks, hand sanitizers, nail filers, etc.
For refunds/exchanges for items lost or damaged during shipping contact us for instructions. If there is a problem with your order, you must immediately notify the delivery company, keep all documentation and original packaging and contact us2.
Contact us via email or phone to inform us of the situation and get confirmation before mailing the parcel.
All returns must be sent by a carrier (of your choice) with a tracking number. We are not responsible for lost parcels or shipping charges during the return.
Returns must be sent to:
Buchan’s Kerrisdale Stationery
2141 W 41 Ave, Vancouver, BC
BC, Canada V6M 1Z6
No credit or exchange will be given after 14 days.
If there is a problem that falls under the issue of warranty, please directly contact the manufacturer.
- a Shipping and duty charges, if applied, will not be considered in the refund unless the product is defective. You can return within 14 days for a full refund minus original shipping charges, this includes orders that qualified for free shipping.
1b If the package is not delivered due to the customer not picking it up, cost of shipping both ways will be charged or deducted from your refund even if you qualified for free shipping.
- For us to process the claim, damage to the shipment must be reported within 24 hours of delivery.
Ship via prepaid delivery and insure it for full purchase price with a carrier that provides a tracking number. You must keep proof of return shipment.
Buchan’s Stationery is not responsible for damaged or lost product(s) during this process
Upon delivery of the returned product, Buchan’s will verify that your product satisfies all conditions of our policy and will proceed with exchange or refund if applicable
Product Repair Information
If your item does not qualify for our Return & Exchange Policy, please contact the manufacturer to resolve your issue. If you are sending a product back due to warranty repair, please include the warranty booklet and original receipt.
Shipping charge is based on the weight of all purchased items and shipping location.
Free shipping is offered for orders over $119CAD within North America, except for New Brunswick, Nova Scotia, Prince Edward Island, Newfoundland and Labrador, Yukon, Nunavut.