Refund policy

We do not generally accept returns as all products are made custom for each order and raw materials in BC and especially during COVID are difficult to source in large quantities. Unless there is a problem with the product itself or you received the wrong order we cannot refund your items. 

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

To start a return, you can contact us at info@5starfinishes.ca. If your return is accepted you will be responsible for all shipping costs. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@5starfinishes.ca.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. If an Item is lost, damaged or frozen we cannot send a new item for you unless you have paid for Navidium Insurance on our checkout page. We have tried many times to get UPS etc to process claims and they consistently block requests and its very difficult to ever be protected only by a Carrier. If you purchase insurance it helps us to handle your issues in house and we will review each situation carefully and try our best to rectify any issues. 

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products such as special orders, wet mixed or tinted products.  Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards. We also do not accept returns of more than two bags or buckets of one product. If you bought a large quantity of a product without first testing one of our smaller sample sizes, we cannot be held responsible. 

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. All shipping costs are the responsibility of the customer. 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. 

Limitations of Liability 

Customer's sole remedy for any breach of these terms and conditions by 5 Star Finishes Ltd shall be a refund of the pruchase price paid. Total, aggregate liabiity shall no in any event exceed the total amount paid by a customer for any products purchases hereunder. In no even shall 5 Star Finishes Ltd be held liable for any consequential, special, indirect, or punitive damages, including any lost profits or loss of business or for any claim by any third party, even if advised of the possibility of such damages of claims.