Returns & Defects
We want you to love what you buy from Byhimself. If something isn't right, this page explains exactly how we handle it — fast, fair, and without small print.
Defective, damaged or wrong items
If your order arrives broken, defective, incomplete or wrong, email byhimself.info@gmail.com within 14 days of delivery with:
- Your order number
- A short description of what's wrong
- One or two photos (or a short video) showing the issue
We reply within 1–2 business days with one of these outcomes:
- Full refund, including original shipping, back to your original payment method.
- Replacement sent at no cost to you.
- Partial refund if you'd prefer to keep the item at a reduced price.
You will not be asked to pay return shipping on a defective or damaged item. In most cases we won't ask you to send the item back at all — cross-border returns typically cost more than the piece itself and that's not fair to you.
Change of mind
If you've changed your mind about an item that isn't defective — size, colour, overall look — email us within 14 days of delivery:
- Items must be unused, in their original packaging.
- You cover the return shipping cost on change-of-mind returns.
- Once we receive the item in resellable condition, we refund the item price. Original shipping is non-refundable on change-of-mind returns.
- Do not ship anything back without a return authorization — unauthorized returns can't be tracked or refunded.
Some items can't be returned for change of mind: final-sale items, personalized or made-to-order pieces, and items marked non-returnable on the product page.
Order modification and cancellation
Orders are sent to our production partners within approximately 12 hours of being placed. Within that window, email us and we'll adjust or cancel the order at no cost. After that window, the order is locked in and we can't modify or cancel it — you can still return it for change of mind under the terms above once it arrives.
Shipping address
The shipping address on your order is the one we use — please double-check it before you place the order. If an item is lost or returned to sender because the address was incorrect, incomplete, or the recipient wasn't available for repeated delivery attempts, we can't offer a free replacement or refund. If the package comes back to the carrier, we can arrange reshipment and bill you only for the second shipping leg.
Marked "delivered" but not received
If tracking shows your package as delivered but you haven't received it:
- Wait 48 hours — carriers sometimes mark a package delivered a day early.
- Check with neighbours, housemates, your building concierge, or your mailroom.
- Look around the delivery location (porch, side entrance, back door, garage).
- If you still can't find it after 48 hours, email us and we'll open a formal investigation with the carrier.
Resolution depends on what the carrier finds. If the carrier confirms misdelivery or loss, we send a replacement or issue a refund. If the carrier confirms delivery to the correct address with proof (GPS, photo), we can't be responsible for what happened to the package after that point, but we'll help you file a claim.
About natural materials
Many of our pieces are made from natural materials — wood, stone, hand-blown glass, hand-finished ceramic. These vary from unit to unit in grain, tone, pattern, and small surface marks. That variation is characteristic of the material, not a defect, and isn't covered by this policy. If you're unsure whether what you've received counts as a defect or as natural variation, email us with a photo and we'll tell you honestly.
About sizes
Dimensions on our product pages are approximate. We list sizes in both centimeters and inches wherever we can. If exact dimensions matter for your use — fitting a shelf, matching another piece, a specific gift — email us before ordering and we'll confirm the exact measurement for the variant you're considering.
Where this policy applies
This policy applies to orders delivered to Canada and the United States. For orders delivered elsewhere, email us before ordering and we'll confirm what we can offer in your region.
Please contact us before filing a chargeback
If something's wrong, write to us first. We refund quickly when we're at fault, and a direct refund typically clears in 5–10 business days. Chargebacks take 60–90 days to resolve, cost both of us more, and don't actually get you your money back any faster. We treat chargebacks filed without a prior message as a last-resort route, not a first one.
Repeat or abusive patterns
These policies are built on good faith on both sides. If we see a pattern we consider abusive — repeated no-return refund requests for the same reason, claims that contradict delivery records across multiple orders, or similar — we reserve the right to require photographic proof, require actual return, limit future orders, or close the customer account. We apply this sparingly and in writing.
Lost or late packages
If tracking hasn't moved in more than 10 business days, or your delivery estimate has passed by more than a week, email us and we'll open an investigation with the carrier on your behalf.
How to reach us
Email: byhimself.info@gmail.com
We reply within 1–2 business days, Monday to Friday.
This policy applies to orders placed on byhimself.ca. We are a small, independent brand based in Quebec, Canada. If anything on this page is unclear or doesn't cover your situation, write to us — we'd rather hear from you than lose your trust.