Terms & Conditions, Shipping & Returns
This website is operated by Burntwood Solutions Limited. Throughout the site, the terms “we”, “us” and “our” refer to Burntwood Solutions Limited. The term "you", "your", "you're" refer to the buyer or product user.
You may return most new, unopened items within 5 days of delivery for a full refund if the item is deemed defective, request must be made within 2 days of receiving product. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). We carefully inspect all items before we ship to ensure we are not sending damaged product. Damage can happen during shipping and is fully out of our control, but we will do our best to make it right.
We will not consider returns for:
- Used items - To be eligible for a return, your item must be unused and in the same condition that you received it including original packaging.
- Change of Mind or accidental order - It is your responsibility to check your order before checkout. Refunds will not be issued due to an accidental order or if you change your mind. Please double check your order before submitting payment.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Within 5 days of delivery, any damages need to be reported to ensure the quickest turnaround in rectifying the situation, after 5 days returns/refunds will not be considered.
- Mica/Pigment/Glitter/Molds/Pressed Flowers/lids/epoxy/uv resin are final sale
- Clearance items
Refunds on approved returns (minus shipping) will be issued within 1 week of receiving the products back at our facility. You will be notified when we receive the return and inspect the items. Please allow adequate time for shipping. When shipping with a value over $50.00 we recommend that you use a trackable shipping method.
Clearance Items:
- No coupons or additional discounts apply
- Final sale, no warranties/returns
Shipping
- We offer free shipping on orders with tumblers over $300.00 before tax and discounts, if there are no tumblers in your order, you are eligible for free shipping over $200.00 before tax and discounts. Please note, epoxy is not included in free shipping.
- Offer valid on all orders with a pre-tax subtotal of $300.00 with tumbler order and $200.00 or more for orders with no tumblers; other discounts applied to your order could change your subtotal.
- Free Shipping offer is only available to buyers in the 10 Canadian provinces (Nunavut, Northwest Territories and Yukon excluded)
- Offer valid only to orders placed at burntwoodsolutions.com
- Burntwood Solutions Limited reserves the right to change this offer at any time.
- Alcohol Inks cannot be shipped outside of Canada.
- Lettermail is an option for small packages within the dimensions of:
- 380 mm x 270 mm x 20 mm (14.9 inches x 10.6 inches x 0.8 inches)
Currently we ship to Canada and the United States (with the exception of Alcohol Inks, Alcohol Ink Markers and epoxy) with plans to increase our shipping locations soon.
Please make sure that you double-check your mailing address before submitting your order. We will mail out your package to the address you submitted. Burntwood Solutions Limited is not responsible for packages delivered to a mistyped or invalid address.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page. We will provide a tracking number on all shipments with the exception of Lettermail, it is buyer responsibility to track parcels and expected delivery dates. We is not responsible for lost or stolen packages. If the buyer suspects a shipment is lost or stolen, you must contact the carrier immediately for resolution.
If lettermail option is selected, you will receive no tracking or insurance. We cannot guarantee how quickly you will receive your order when using this method. We are not responsible for any lost or delayed items using this method and choosing it is at your own risk
Molds
All molds will degrade over time/uses. There are many factors that determine how fast a mold degrades. Several things to take into consideration:
- Heat wears molds out and causes your projects to stick to melted silicone. Using a torch/heat gun/lighter on molds will damage them. Please stay away from using heat on molds!
- Mold releases extend molds’ life.
- Pouring thicker than the resin’s recommended depth may damage molds due to heat from the exothermic reaction. Please check with your resin manufacturer for pour depths
- Bubbles formed on the surface of a mold (especially 3D molds) can scrape the molds during the demolding process. Please make sure that there are no bubbles on mold’s surface.
- Overstretching molds might cause permanent damage to them.
- Misusage can damage them or degrade them faster. While we can help troubleshoot and provide advice, we do not offer returns/exchanges on used items
Epoxy & UV Resin
- Epoxy is not eligible for free shipping or towards the $300.00 free shipping option, however, UV resin is eligible.
- Please use proper PPE when using epoxy and follow manufacturers suggested use including, but not limited to well ventilated work area.
- We are not responsible for any misuse of epoxy.
- By purchasing epoxy or UV resin, you accept the potential risks involved in using and waive all liability from Burntwood Solutions Limited.
Glass Sublimation Products
- When purchasing glass sublimation products, the buyer assumes all risks during the sublimation procedure. Glass has a higher potential of breakage and potential explosion if care is not taken.
- Please use proper PPE when sublimating glass products
- We will not assume any responsibility of accidents or misuse of glass products.
- By purchasing, you agree to the above risks and accept responsibility of potential risks involved.
By purchasing from Burntwood Solutions Limited you (the buyer or user) assume all risk and responsibility of accidents or injuries that may occur while using our products.
Burntwood Solutions Limited will not be held liable for any accidents or injuries caused while using our products.