Refund policy

We have a 14-day return policy for physical products, which means you have 14 days after receiving your item to request a return.

1. DIY Kits & Physical Products

Eligibility for Returns To be eligible for a return, your item must be in the same condition that you received it: unused, unopened, and with all original components intact. The packaging must be sealed. You’ll also need the receipt or proof of purchase.

How to Start a Return To start a return, you can contact us at thethicketlab@gmail.com. If your return is accepted, we will provide you with instructions on how and where to send your package.

  • Return Address: 283 Augusta Ave, Toronto, ON

  • Shipping Costs: Please note that you are responsible for the cost of return shipping, unless the item is defective or you received the wrong item. Items sent back to us without first requesting a return will not be accepted.

Damages and Issues Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you received the wrong item (e.g., missing parts in the kit), so that we can evaluate the issue and make it right.

2. Workshop & Event Cancellations

We understand that life happens! However, our workshops require advance preparation of materials and seating.

  • Cancellations made 48 hours or more in advance of the workshop date will receive a full refund or can be rescheduled for free.

  • Cancellations made within 48 hours of the event are non-refundable. However, we may offer a one-time rescheduling option or Store Credit at our discretion.

  • No-shows without prior notice are non-refundable.

3. Exceptions / Non-returnable items

Certain types of items and services cannot be returned:

  • Custom or Personalized Orders: Custom-made items cannot be returned or refunded once production has begun.

  • Opened DIY Kits or used materials.

  • Completed Projects: Items that have already been assembled or crafted cannot be returned.

  • Gift Cards: Unfortunately, we cannot accept returns on sale items or gift cards.

4. Refunds

For Physical Products: 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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at thethicketlab@gmail.com.