Refund & Returns Policy

VolcanoBox strives to ensure customer satisfaction. However, due to the nature of our marketplace—serving perishable foods, imported products, and fulfillment partner arrangements—refunds and returns are subject to specific conditions. This policy outlines your rights and responsibilities for refunds, returns, exchanges, and cancellations.

2.1 Eligible for Refund You may request a refund within 14 days of delivery if: • Product arrived damaged or defective • Wrong item was shipped • Item was not as described in listing • Product arrived spoiled or unsafe (for food items) • Fulfillment error occurred (duplicate charge, etc.) 2.2 Not Eligible for Refund Refunds will not be issued for: • Personal preference or change of mind (without damage/defect) • Dislike of taste, texture, or quality of food items (subjective) • Allergic reaction or sensitivity (you must verify ingredients before consumption) • Items consumed or partially used • Refusal of delivery • Items lost or delayed in shipping (after carrier handoff) • Seasonal product unavailability • Items not picked up during specified pickup window • Customized or personalized items • Promotional credit purchases or founder credits (non-refundable) • Shipping fees (non-refundable in most cases) 2.3 Imported Food Products Due to import variability, refunds are limited for imported foods unless: • Product is damaged, defective, or unsafe • Ingredient or allergen information was materially misrepresented • Product did not arrive (lost in transit) Subjective complaints about taste or quality do not qualify for refund. 2.4 Homemade & Artisanal Products Homemade and artisanal items may have slight variations in: • Size, color, or texture • Ingredient consistency • Packaging presentation These variations are not defects and do not qualify for refund.

3.1 Initiate Return To request a refund: • Log into your VolcanoBox account • Navigate to Orders → Select order • Click "Request Return/Refund" • Provide reason and supporting information 3.2 Documentation Required For refund approval, you must provide: • Order number and date • Clear description of issue • Photos of damaged/defective item (if applicable) • Photos of packaging and contents 3.3 Timeframe Refund requests must be submitted: • Within 14 days of delivery • Include photos/documentation • Be submitted before partial consumption of food items 3.4 Approval Timeline VolcanoBox will review and respond to refund requests within: • 3-5 business days for damaged/defective items • 5-7 business days for other eligible refunds • You will receive notification of approval or denial via email 3.5 Return Shipping • For damaged items: Shipping covered by VolcanoBox (return label provided) • For other eligible returns: Shipping cost deducted from refund • For food items: No return shipping required (refund issued without item return) 3.6 Inspection Upon Return Returned items will be inspected upon receipt. If the item does not match your description: • Refund may be reduced or denied • You will be notified of findings

4.1 Processing Steps 1. Refund request submitted and approved 2. VolcanoBox notifies fulfillment partner or processes refund 3. Refund initiated to original payment method 4. Refund appears in your account (3-5 business days) 4.2 Credit Card Refunds • Refunds issued to original card • May take 3-7 business days to appear • Contact your bank if refund doesn't appear after 7 days 4.3 E-Transfer / Bank Refunds • Refunds issued via e-Transfer to registered email • Recipient must accept e-Transfer within 30 days • If not accepted, VolcanoBox may cancel e-Transfer 4.4 Promotional Credit Refunds • Founder Credits cannot be refunded to cash or payment method • Refunds for promotional credit purchases are issued as Founder Credits (not cash) • Credits are non-transferable and subject to promotional terms 4.5 Shipping Fee Refunds Shipping fees are refunded only if: • Order cancelled by VolcanoBox • Extreme delay occurred (>21 days) • Fulfillment error caused delivery failure Shipping fees are non-refundable for customer-initiated refunds.

5.1 Product Exchanges If you received a defective or wrong item: • Contact support@volcanobox.ca within 14 days • Provide order number and description • Request exchange for correct item 5.2 Exchange Eligibility • Free exchanges for damaged/wrong items • VolcanoBox covers return and new shipment costs • Exchanges are subject to inventory availability 5.3 Fulfillment Partner Substitutions Fulfillment partners may substitute items if: • Original item sold out before fulfillment • Quality concern discovered during preparation • Ingredient issue identified • Substituted items are of equal or greater value You will be notified of substitutions and may request a refund if unsatisfied. 5.4 Preference Changes If you change your mind after purchase: • Contact support within 24 hours of order confirmation • Request may be approved for cancellation (refund issued) • After fulfillment begins, cancellation is not possible • Customer-initiated refunds are subject to restocking fees 5.5 Restocking Fees • 15% restocking fee applied to customer-initiated refunds (where allowed) • Applies only to items not damaged or defective • Fee deducted from refund amount

6.1 Cancellation Window You may cancel orders: • Within 24 hours of order confirmation • Before fulfillment partner begins preparing order • Refund issued within 3-5 business days 6.2 Cancellation After Fulfillment Begins If fulfillment has started: • Cancellation may not be possible • Contact support immediately for options • May incur restocking fee if item is already packed 6.3 Cancellation After Shipment Orders cannot be cancelled after shipment. You must request a return/refund instead. 6.4 Weekend Drop Cancellations Weekend drops typically cannot be cancelled once order cutoff passes due to rapid preparation timeline.

7.1 What Qualifies as Damage • Broken or crushed packaging that compromises contents • Visible damage to product (dents, tears, leaks) • Mold, spoilage, or contamination • Missing items from order • Manufacturing defects 7.2 Minor Packaging Damage Small creases or minor packaging imperfections do not constitute damage if the product inside is intact. 7.3 Food Spoilage Spoiled or unsafe food items qualify for full refund without requiring return shipment. 7.4 Damage Documentation To receive damage refund, provide: • Photos of damaged packaging • Photos of damaged product • Close-ups of specific damage areas • Photos showing contents and missing items 7.5 Damage Claims Against Carrier • If damage resulted from carrier mishandling, carrier is liable • VolcanoBox will assist in filing carrier claim • You may receive refund while claim is pending • If carrier settles claim, refund may be reversed

8.1 Food Item Refund Limitations Due to food safety and freshness concerns: • Refunds for opened/consumed foods require documented defect • Taste/quality preferences do not qualify for refund • You are responsible for storage and handling after delivery 8.2 Spoilage & Safety If food arrived spoiled or unsafe: • Do NOT consume • Document with photos • Request refund immediately • Full refund issued without return shipment required 8.3 Allergy Responsibility You are responsible for: • Reviewing ingredient information before consumption • Confirming no cross-contamination risk • Contacting support if allergen information is unclear • Allergic reactions are your responsibility (not VolcanoBox liability) See Food & Import Disclaimer for complete details. 8.4 Freshness Variability Imported food items may have: • Shorter shelf life than expected • Variations in freshness due to import timeline • Regional packaging and storage conditions These are not defects and do not qualify for refund unless product is unsafe.

9.1 Founder Credits Are Non-Refundable Purchases made with Founder Credits: • Cannot be refunded to cash or payment method • Can be refunded as replacement Founder Credits (reinstated to account) • Credits are non-transferable 9.2 Partial Credit Refunds If you purchased with both cash and credits: • Cash portion refunded to original payment method • Credit portion refunded as reinstated credits to account • Shipping fees deducted from cash refund portion only 9.3 Expired Credits Expired Founder Credits: • Cannot be reinstated or transferred • Forfeited upon expiration date • Purchases made with expired credits are non-refundable 9.4 Credit Policy Details See the VolcanoBucks Policy for complete wallet terms.

10.1 Reporting Lost Package If your order doesn't arrive: • Wait 2 days after estimated delivery date • Check with neighbors and building manager • Contact carrier if tracking info available • File claim with VolcanoBox within 7 days 10.2 Investigation Process VolcanoBox will: • Check tracking information with carrier • Contact fulfillment partner regarding shipment status • File carrier claim if eligible • Investigate within 5-7 business days 10.3 Lost Package Resolution • If lost in transit: Refund issued (subject to carrier investigation) • If lost at delivery location: Carrier is liable (VolcanoBox assists with claim) • Reshipment is not guaranteed due to inventory constraints 10.4 Carrier Insurance Many carriers offer insurance: • Low-value packages may not be insured • You may file claim directly with carrier • VolcanoBox can provide documentation to support claim

11.1 Denial of Refund Request If your refund request is denied: • You will receive notification with reason • You may appeal the decision with additional evidence • Appeal must be submitted within 7 days 11.2 Appeal Process To appeal a denial: • Email support@volcanobox.ca with "REFUND APPEAL" • Provide order number and new evidence • State why you believe decision was incorrect • Include any new photos or documentation 11.3 Appeal Review VolcanoBox will review appeals within: • 5-7 business days • Escalate to management if necessary • Provide written response to your appeal 11.4 Final Decision If appeal is denied: • Decision is final • Chargeback option available (see section below) • No further appeals accepted 11.5 Chargeback Rights You have the right to dispute any charge with your credit card company or bank: • File dispute directly with your financial institution • Provide evidence supporting your claim • Timeline: Typically 60-120 days from transaction • Note: Chargebacks may result in account suspension

12.1 Prepaid Return Labels For eligible returns: • Return label emailed to you • Print label and attach to package • Drop off at participating courier location 12.2 Return Shipping Costs • Covered by VolcanoBox for damaged/defective items • Deducted from refund for customer-initiated returns • Food items typically do not require return shipment 12.3 Return Address Return address will be provided in return authorization email: • Do NOT return items without return label • Unmarked returns may not be processed • Keep receipt/tracking from return shipment 12.4 Return Receipt Upon receipt of return: • VolcanoBox will confirm receipt within 2-3 business days • Item will be inspected • Refund processed upon inspection completion 12.5 Non-Returnable Items Items that cannot be returned: • Opened/consumed food items • Items missing components or packaging • Items damaged by customer (beyond original defect)

13.1 Winter Shipping Challenges During winter months (November-March): • Frozen items may thaw during transit in extreme cold • Delivery delays are more common • Insulation is included but cannot guarantee delivery temperature 13.2 Frozen Product Refunds Partially thawed frozen items: • Can typically be refrozen if solidly frozen core remains • If completely thawed, may be spoiled and non-refundable • Your responsibility to evaluate upon arrival 13.3 Winter Delivery Timelines During winter: • Estimated delivery timelines may be extended • Customs delays are more common • VolcanoBox is not liable for weather-related delays 13.4 Seasonal Pause During extreme winter periods: • VolcanoBox may pause frozen product shipping in certain regions • Notification provided at time of order • Refund or delay option provided

For return and refund questions: Email: support@volcanobox.ca Phone: Available during business hours Provide: • Order number • Reason for return • Photos (if applicable) • Preferred resolution We will respond within 24-48 business hours.