Returns, Refunds and Complaints Policy


SECTION 1 - OUR COMMITMENT

At Today is Art Day, customer satisfaction and maintaining respectful, transparent, and fair relationships with all our stakeholders are important to us.
We are committed to handling returns and complaints fairly, confidentially, and within a reasonable timeframe.

SECTION 2 - PRODUCT RETURNS

Customers may request to return a product within 10 days of receiving their order, subject to the following conditions:

  • Products must be unused, in perfect condition, and in their original packaging.
  • Customers must contact our customer service team and obtain return authorization before shipping any items back.
  • Return shipping costs are the responsibility of the customer. Products must be sent to the designated warehouse according to our instructions.
  • Refunds for returned products will be issued within 10 business days of receipt and inspection.
  • Original shipping charges are non-refundable, unless otherwise required by law.

Personalized, made-to-order, and final sale items are generally not eligible for returns due to a change of mind, unless otherwise agreed or required by applicable law.

SECTION 3 - DEFECTIVE PRODUCTS OR ORDER ERRORS

If a product is defective, arrives damaged, or differs from what was ordered, customers are encouraged to contact us as soon as possible, providing their order number, a description of the issue, and photos whenever possible.

Depending on the circumstances, we will offer one of the following solutions:

  • Replacement: A replacement will be provided at no additional cost whenever possible.
  • Refund: A refund will be issued if a replacement is unavailable or otherwise inappropriate.
  • Alternative solution: Another mutually agreed-upon resolution that respects the customer's rights.

Today is Art Day will cover any shipping costs necessary to correct an error on our part or address a covered defective product.

All applicable warranties and statutory consumer rights remain in effect, regardless of the 10-day return period outlined in this policy.

SECTION 4 - SUBMITTING A COMPLAINT

Any stakeholder, including customers, employees, suppliers, business partners, or members of the community, may raise a concern regarding our products, services, business practices, or social, ethical, and environmental commitments.
Complaints can be submitted through the contact form on our website or by contacting our customer service team.

Whenever possible, complaints should include a description of the situation, the relevant date or timeframe, and any supporting information or documentation.

Providing your identity is optional. However, anonymous submissions may limit our ability to follow up or provide updates.

SECTION 5 - COMPLAINT ELIGIBILITY

A complaint is considered eligible for review if it relates to Today is Art Day's activities, products, services, employees, partners, or commitments and contains sufficient information for us to assess the matter.

All good-faith complaints will be considered, even when complete supporting evidence is not available.

A complaint may be deemed ineligible if it is clearly unrelated to the company, abusive, repetitive without providing new information, or insufficiently documented despite a reasonable request for clarification.

When contact information is available, the person submitting the complaint will be informed of the reasons why it was deemed ineligible.

SECTION 6 - COMPLAINT HANDLING AND RESOLUTION

We are committed to handling complaints in a timely and transparent manner. Our process generally follows these steps:

  • Acknowledgment: Receipt of the complaint will be acknowledged within 3 business days, when contact information is available.
  • Initial assessment: The complaint's eligibility will be assessed within 5 business days of receipt.
  • Review and investigation: The facts will be examined and a proposed resolution will normally be provided within 15 business days of receiving a complete complaint.
  • Follow-up: The complainant will be informed of the outcome or next steps. If additional time is needed, updates will be provided at least every 10 business days.
  • Further review: Anyone dissatisfied with the outcome may request a further review by senior management.

SECTION 7 - CONFIDENTIALITY AND NON-RETALIATION

Retaliation against anyone who submits a complaint in good faith or participates in its review is strictly prohibited. This includes intimidation, threats, discrimination, disciplinary action, or any other form of adverse treatment.

We are committed to protecting everyone involved in the complaint process through the following measures:

  • Access to complaint-related information is restricted to individuals who need it to review or address the matter.
  • Anonymous complaints are accepted, subject to the limitations they may place on follow-up.
  • Anyone directly involved in a complaint cannot be solely responsible for reviewing it.
  • Any allegations of retaliation will be investigated and may result in corrective action.

If senior management is directly involved in a complaint, an independent external party may be appointed to review the matter.

SECTION 8 - MONITORING AND CONTINUOUS IMPROVEMENT

A confidential register is maintained to document complaints, response times, decisions, and corrective actions.

Management periodically reviews complaints to identify recurring issues, assess how they are handled, and identify opportunities to improve our practices.

This policy is shared with employees and made publicly available on our website.

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Approved by: David Beaulieu, President

Effective date: November 1, 2026

Last revised: November 1, 2026