Refund policy

Thank you for supporting our studio. Because our pieces are hand-crafted and unique, we maintain strict limits on returns. Please read our policy carefully before completing your purchase.

Tufted Products and Textiles

Final Sale Policy

All standard rugs and tufted items purchased from Cabine Studio are **final sale**.

  • We do not accept returns, exchanges, or cancellations for buyer's remorse or change of mind.
  • Please review all dimensions, colour palettes, and care instructions carefully prior to purchasing.

Damaged or Defective Items

If your item arrives damaged or defective due to a crafting defect, we will resolve it with a replacement, store credit, or a full refund at our discretion.

Reporting Window: You must report any damage within 7 days of the delivery date.

How to File a Claim: Email us at cabinestudio@shaw.ca with:

  • Your order number.
  • Clear photos of the defect or damage on the product.
  • Clear photos of the shipping packaging (if damaged during transit).

Resolution Process: Once verified, we'll discuss with you what resolution path you'd prefer, whether replacement of the product, a store credit, or a full refund.

Non-Textile Products

How to Request a Return with Refund

Email us at cabinestudio@shaw.ca within 30 days with the following:

  • Your order number.
  • If a simple return, clear photos of the product showing it to be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
  • If damaged or the wrong order, clear photos of the defect or damage on the product, and/or the shipping packaging (if damaged during transit).

Once we receive your email, this is the resolution process:

  1. We review and verify your refund request via the email you sent, and we notify you of our decision. Items sent back to us without first requesting a return will not be accepted.
  2. If the return is accepted, we will issue you a return shipping label. Please note that returns will need to be sent to the following address: 159 Glen Ave, Sault Ste. Marie, ON, Canada, P6A 5E3.
  3. Once we’ve received and inspected your return, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at cabinestudio@shaw.ca.

30-Day Return Policy

We have a 30-day return policy for non-textile/tufted products, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

Damages and Issues 

Please inspect your order upon reception and contact us immediately, within 7 days of the delivery date, if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. 

Exceptions / Non-Returnable Items 

  1. Note that tufted and textiles can't be returned, see above section, and custom commissioned work is also noted in the below section. Unfortunately, we cannot accept returns on sale items or gift cards.

4. Exchanges 

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Custom Commissions Policy

All custom order commissions are tailored specifically to your specifications and are subject to the following terms:

Deposits: All design fees and upfront deposits are strictly non-refundable.

  • We require a 50% deposit prior to the start of custom commissioned work requested via our commissions form, such as custom tufted rugs or textile art. 
  • For personalized products listed in our store products list, such as personalized mugs and tumblers, you must pay the full price on order.

Production: Once production begins, custom orders cannot be cancelled, modified, or refunded. You have a 24 hour cancellation window before product begins.

Exception: Custom pieces are only eligible for a refund or remake if they arrive physically damaged or defective, subject to the 7-day reporting window outlined above.

Production and Delivery Timelines

Note that production of some items, such as tufted rugs, may take some time to complete prior to shipping. Many of our products are custom made with quality in mind. This can take anywhere from 1 to 6 weeks depending on size and complexity.

Once shipped, if you do not receive your order within 30 days, please contact us at cabinestudio@shaw.ca.

Also, you can always contact us for any return question at cabinestudio@shaw.ca.