THE KEEPSAKE LEDGER / DOCUMENTS
Refund & Returns Policy
How to raise a return, cancellation or product concern, and what rights may apply.
1. Before an order is completed
The selection form on this website is an enquiry intended to request confirmation of a jewellery or keepsake case. It does not collect payment or, on its own, create a completed purchase. If you no longer wish to proceed, you may change or withdraw the enquiry before agreeing to final order terms.
Before a purchase is completed, the seller and customer should establish the precise product selection, final price, applicable taxes, delivery costs, expected timing, payment arrangements and any voluntary return conditions offered for the transaction.
2. Mandatory consumer rights
Consumer protection laws may provide rights to cancel or receive remedies in specified situations, including where required pre-contract information is not provided or a product does not meet applicable legal obligations. Those rights vary with the nature and location of the transaction and cannot be removed merely by a website policy.
Ontario law does not generally require every retailer to accept a change-of-mind return for goods. A voluntary return or exchange policy, if offered for a particular order, should therefore be expressly confirmed as part of that purchase. No part of this page limits a non-excludable statutory remedy.
3. How to request assistance
For a completed order involving an incorrect model, damage, an item that appears faulty or a requested cancellation, contact F&M Cases Ltd. at [email protected] or +18883657823. Please provide your name, the model, the details of the purchase and a concise description of the concern. Photos may be useful for physical damage, but should not include unrelated personal information.
Keep the product, its included parts and any available purchase documentation while the issue is considered. If a return is appropriate, the necessary method and address for return should be confirmed directly before you send the item. The company address appearing on this website should not automatically be treated as a returns-processing depot.
4. Change-of-mind requests
A customer wishing to return a case solely because their preferences have changed should contact the company to establish whether a discretionary return or exchange was offered under the individual purchase agreement. Eligibility, condition requirements, deadlines and any return-shipping responsibilities must be considered against those agreed terms.
A proposed voluntary return should not be assumed to be approved until its terms have been confirmed. Nothing in this section affects a separate statutory cancellation right where one exists.
5. Damaged, faulty or incorrect goods
If a case arrives damaged, incomplete or different from the agreed model, describe the issue promptly through the contact details provided. Depending on the facts and applicable law, an appropriate response may involve investigation, repair, replacement, cancellation, refund or another remedy.
The fact that a case is intended for jewellery organisation does not establish a guarantee against theft, flood, fire or other loss. Product suitability and any specific warranty offered should be confirmed as part of the final purchase terms.
6. Refund method and timing
Where a refund is due by law or has been agreed, the amount and method should reflect the applicable legal obligation and the final transaction. A refund would ordinarily be directed back through the original payment channel when suitable, subject to the terms agreed with the customer and any mandatory rules.
No fixed voluntary return period or refund deadline is promised by this page. Statutory timing requirements continue to apply whenever relevant, and a customer should be told what information or return steps are needed to resolve the request.
7. Shipping costs and condition of returned goods
Responsibility for shipping fees, including costs of a voluntary return, should be communicated before a purchase or an agreed return. A charge must not be imposed where prohibited by law or inconsistent with a binding agreement.
Where a return is approved, keep the item appropriately protected during transport and follow the communicated instructions. The condition of the item may be relevant to a discretionary return, but it does not cancel consumer remedies provided by mandatory law.
8. Contact and policy updates
For questions about an enquiry, a completed purchase or a possible refund, please contact the company using the details below. Include only information reasonably necessary to identify the transaction and issue.
F&M Cases Ltd.3289 Yonge St
Toronto, ON M4N 2L8
Canada
Email: [email protected]
Telephone: +18883657823
Director: Tessa Whitfield
VAT ID: 345896215
The last-updated date at the top of this page identifies this policy version. Changes should not deprive customers of rights under previously agreed terms or applicable consumer legislation.