Terms and Conditions

Shipping

  1. Delivery timeframe

    • Standard shipping: 7-10 business days from dispatch

    • Delays due to customs processing, weather, or force major events are not grounds for automatic refunds


  2. Delivery Confirmation

    • Signature confirmation required for collection

    • Customer must provide accurate delivery address

    • Address changes after shipment may incur additional fees

Refund and Return

  1. Eligible Refunds

    • Defective items (with proof)

    • Items significantly different from description

    • Non-delivery (after investigation)

    • Our shipping error


  2. Return Process

    • Returns must be pre-approved

    • Customer bears return shipping costs unless item is defective or our error

    • Items must be in original condition and packaging

    • Return shipping to Canada typically takes 2-4 weeks

Disputes

  1. Shipping and Delivery Disputes

    • Non-delivery of goods

    • Delayed delivery beyond estimated timeframes

    • Damaged packages during transit

    • Incorrect delivery address issues


  2. Product Quality Disputes

    • Items not matching product descriptions

    • Defective or damaged goods upon receipt

    • Wrong items shipped


  3. Customs and Import Disputes

    • Customs duties and fees disagreements

    • Items held or seized by customs

    • Documentation issues


  4. Payment and Billing Disputes

    • Incorrect charges

    • Unauthorized transactions

    • Refund processing issues

    • Currency conversion discrepancies

Dispute Resolution Process

  1. Step 1: Initial Contact (Required)

    • Contact us within 14 days of delivery (or expected delivery date for non-delivery issues)

    • Email: info@westernerrand.com

    • WhatsApp: +1 (647) 581‑2949‬

    • Provide: Order number, detailed description of issue, and photographic evidence where applicable


  2. Step 2: Investigation Period

    • We will acknowledge your dispute within 48 hours

    • Investigation period: 7-14 business days

    • We may request additional information or documentation

    • Customer must provide reasonable cooperation during investigation

    • Missing items from orders


  3. Step 3: Resolution Offer

    • We will provide a resolution offer within 14 business days

    • Possible resolutions include:

    • Full or partial refund

      • Replacement item shipment

      • Store credit

      • Goodwill gesture (discount on future orders)


  4. Step 4: Response Period

    • Customer has 7 days to accept or reject our resolution offer

    • If rejected, customer may escalate to Step 5


  5. Step 5: Mediation

    • For disputes over $200 CAD, we offer mediation through a neutral third party

    • Both parties share mediation costs equally

    • Mediation decisions are binding

Liability Limitations

  1.  Maximum Liability

    • Our liability is limited to the purchase price of the item

    • We are not responsible for consequential or indirect damages

    • Shipping delays due to customs or carrier issues are not our responsibility


  2. Force Majeure

    • We are not liable for delays or failures due to circumstances beyond our control

    • This includes but is not limited to: natural disasters, strikes, government actions, pandemic restrictions

Communication Standards

  1.  Response Times

    • Initial dispute acknowledgment: 48 hours

    • Investigation updates: Every 5 business days

    • Final resolution: Within 14 business days


  2.  Documentation Requirements

    • All communications must include order number

    • Photo evidence required for damage or quality claims

    • Customs documentation may be requested

Escalation Procedures

  1.  Internal Escalation

    • Unresolved disputes escalate to management after 14 days

    • Management review within 7 business days


  2. External Escalation

    • After exhausting internal process, customers may contact:

    • Payment processor dispute department

      • Better Business Bureau (Canada)

      • Consumer protection agencies

Prevention Measures

  1. Clear Product Descriptions

    • Detailed specifications and dimensions

    • Multiple high-quality photos

    • Accurate condition descriptions


  2. Shipping Transparency

    • Tracking information provided

    • Realistic delivery estimates

    • Customs documentation guidance


  3. Customer Education

    • Import restrictions and duties information

    • Shipping process explanations

    • FAQ section addressing common concerns


  4. Record Keeping

    • All disputes and resolutions are documented

    • Records maintained for minimum 2 years

    • Customer communication history preserved

    • Shipping and tracking information archived

Policy Update

This policy may be updated periodically. Customers will be notified of significant changes via email and website posting. The current version applies to all active disputes.

Contact Information

Primary Contact:

  • Email: info@westernerrand.com

  • Phone: +1 (647) 581‑2949‬

  • WhatsApp: +1 (647) 581‑2949‬

  • Business hours: Monday - Friday, 9am - 7pm EST 



Mailing Address: [Western Errand] [ Address] [Toronto Ontario ] Canada

Primary Contact:

  • Email: info@westernerrand.com

  • Phone: ‪+1 (647) 581‑2949‬]

  • WhatsApp: +1 (647) 581‑2949‬

  • Business hours: Monday - Friday, 9am - 7pm EST 


Mailing Address: [Western Errand] [ Address] [Toronto Ontario ] Canada

Last Updated: [July 10, 2025] Policy Version: 1.0


By making a purchase, customers acknowledge they have read, understood, and agree to this dispute resolution policy.