Refund policy
Eligibility for Returns
Due to the nature of biochar as a carbon-based soil amendment, returns are accepted only for products that remain unopened, unused, and in their original packaging within 14 days of delivery.
Returns Accepted In the Following Cases
Returns may only be considered when:
- Customers receive the wrong product
Contact us at info@silvachar.ca for this type of return.
Non-Returnable Products
Opened or used products cannot be returned. This includes any product that has been:
- Opened from its original packaging
- Mixed with soil, compost, manure, fertilizer, or other materials
- Exposed to moisture or outdoor storage
- Transferred to another container
Example: A bucket that has been opened and partially applied to a garden bed is not eligible for return.
Damaged Orders
All shipped orders include shipping insurance by the couriers. If a package arrives damaged, customers must report the issue directly to the courier and submit any required reimbursement claim according to the courier’s process.To support the claim, please retain all packaging materials and take clear photos of:
- The package exterior
- The product itself
- Any visible shipping damage
Claims to courier should be initiated within 48 hours of delivery, reaching the courier customer service and the tracking number as reference.
Bulk and Custom Orders
Bulk quantities, super sacks, and custom orders are considered final sale unless there is a shipping error or product damage confirmed upon delivery.
Shipping Costs
Shipping charges are non-refundable unless the return is due to an error on our part.
Need Help Before Ordering?
If you are unsure which particle size or product is best for your application, please contact us at info@silvachar.ca before purchasing. We are happy to help guide your selection or for other questions.