Refund, Return & Cancellation Policy

Last updated: October 14, 2026

1. Scope of this policy

This policy applies to products and services purchased from the operators of Sustainable Fox Valley (sustainfv.org) (“we,” “us,” or “our”) through our online shop. It forms part of our Terms & Conditions. It covers:

Nothing in this policy limits any rights you have under Wisconsin law or other consumer protection laws that cannot be waived.

2. Returns of physical kits

2.1 30-day returns

If you change your mind about a kit, you may return it within 30 days of delivery, provided that:

• The item is unused, unassembled, and in its original condition;
• All components, hardware, instructions, and printed materials are included; and
• It is returned in its original packaging or packaging that protects it equally well.

For the Study Circle Starter Kit, the facilitator guide and participant workbooks must be unmarked. For the Rain Barrel Kit, the barrel must not have been drilled, connected to a downspout, or used to hold water. For the Backyard Composter Kit, the composter must not have been assembled or used.

2.2 Items we cannot accept for return

• Kits that have been used, assembled, modified, or installed, unless they are defective (see section 3).
• Items returned more than 30 days after delivery.
• Items damaged after delivery through misuse, improper assembly, freezing (for example, a rain barrel left full over a Wisconsin winter), or normal wear.

2.3 Return shipping costs

For change-of-mind returns, you are responsible for the cost of return shipping, and original shipping charges are not refundable. Because the Rain Barrel Kit and Backyard Composter Kit are bulky, return shipping can be expensive; email us first, and we will tell you the most economical way to send it back. If you are in the Fox Cities, we may be able to arrange a local drop-off instead. We recommend a trackable shipping service, as we cannot refund items that do not reach us.

3. Damaged, defective, missing or incorrect items

Please inspect your kit as soon as it arrives. If anything is damaged in transit, defective, missing, or not what you ordered:

1. Tell us within 14 days of delivery. Email [email protected] with your order number and a short description of the problem.
2. Send photos. Include photos of the damaged item, the packaging, and the shipping label. This helps us file a claim with the carrier and improve our packing.
3. Choose a fix. We will send a replacement item or part at no cost, or give you a full refund including original shipping, whichever you prefer.
4. Return if requested. We may ask you to return the item using a prepaid label we provide, or let you keep or recycle it if returning it is impractical.

Defects that appear after the first 14 days but within a reasonable time of normal use will be handled fairly on a case-by-case basis, and any manufacturer warranty that comes with a kit component will also apply. Lost packages are covered in our Terms & Conditions: if a package is lost before delivery, we will send a replacement or a refund.

4. Cancelling a kit order before it ships

You can cancel a kit order for a full refund, including shipping, at any time before it ships. Email us as soon as possible; if the order has already shipped, the return process in section 2 applies. If an item is backordered, you may cancel for a full refund at any time before it ships.

5. Services: cancellation and rescheduling

Our services take preparation time, and for workshops and consultations we hold dates for you that we cannot offer to others. These rules balance flexibility for you with fairness to our schedule.

5.1 Home Energy & Waste Assessment and Natural Step workshops

Timing of your request	Refund	Rescheduling
Before a date has been scheduled	Full refund	Not applicable
72 hours or more before the scheduled start	Full refund	Free, as many times as reasonably needed
Less than 72 hours before the scheduled start	50% refund	Or, instead of the 50% refund, one free reschedule to a date within 90 days
No-show without notice	No refund	We may offer a reschedule at our discretion
After the service has been delivered	No refund, unless we failed to deliver what was described (see section 5.4)	Not applicable

Workshop rescheduling. For Natural Step workshops, you may move the date free of charge if you give us at least 72 hours’ notice, subject to our availability. We understand that organizational calendars change; tell us early and we will work with you to find a new date. If you need to reduce the number of participants, the price does not change, as the workshop fee covers up to 20 people. Participant substitutions are always welcome.

Emergencies. If you need to cancel late because of a genuine emergency, illness, or severe weather, contact us. We will always try to reschedule rather than apply a late-cancellation charge.

5.2 Municipal Sustainability Planning Consultation

Consultations involve research and preparation before the first meeting. For that reason:

• Before kickoff preparation begins: full refund.
• After preparation begins but before deliverables are provided: refund of the amount paid minus the value of work already completed, which we will document and share with you.
• After final deliverables are provided: no refund.
• Rescheduling meetings: free with at least 72 hours’ notice; within 72 hours, we will reschedule once at no charge, and further late changes may reduce the remaining meeting time in the engagement.

Deposits. If we agree in writing that you will pay a deposit to reserve dates for a consultation or a larger engagement, with the balance invoiced later, the deposit is fully refundable if you cancel before preparation work begins. After that, it is refundable minus the documented value of work completed. Any written scope of work we sign with you may set different terms, and those terms will control.

5.3 If we cancel or reschedule

If we need to cancel or reschedule a service, for example because of illness, unsafe winter travel conditions, or a technical failure on our side during a virtual session, you may choose a new date or a full refund of the amount paid for the affected service. We are not responsible for other costs, such as venue hire, unless the law requires otherwise.

5.4 If you are not satisfied with a service

If a service was not delivered as described, tell us within 14 days. We will offer to fix the problem, for example by holding a follow-up session or revising a report, or provide a partial or full refund where appropriate.

5.5 Services not scheduled within 6 months

If you have not scheduled a purchased service within 6 months despite our reasonable efforts to contact you, we will send a final reminder. If we still cannot agree on a date, we will refund the amount paid minus any documented preparation work.

6. How to request a return, refund or cancellation

1. Email us. Send a message to [email protected] with the subject line “Return,” “Refund,” or “Cancellation,” as appropriate.
2. Include your details. Your name, order number, the item or service, and the reason for your request (for example, change of mind, damage, or a scheduling conflict). Photos help for damaged items.
3. Wait for instructions. We will reply within 2 business days with next steps, including a return address or prepaid label where applicable. Please do not send returns without contacting us first.
4. Ship the item (for returns). Pack it securely, include your order number, and send it within 14 days of our reply.

The time of your request for service cancellations is the time your email reaches us. If you are close to the 72-hour mark, send your email as early as you can.

7. Refund processing times

• Kit returns: We will inspect returned items within 5 business days of receiving them and email you to confirm approval.
• Service cancellations: We will process approved refunds within 5 business days of your request.
• Payment method: Refunds are issued to your original payment method. Once we issue a refund, your bank or card provider typically takes 5 to 10 business days to post it to your account, depending on the provider.
• Invoice payments: For organizations that paid by invoice, we will arrange a refund by a method agreed with your finance office.
• Partial refunds: Where a refund is partial, our email will explain how it was calculated.

If you have not received an approved refund after 10 business days, check with your bank first, then email us and we will look into it.

8. Exchanges

We do not offer direct exchanges. If you would like a different item, return the original under section 2 and place a new order. If you received a damaged or incorrect item, we will send the correct replacement at no cost, as described in section 3.

9. Chargebacks

If you have a problem with an order, please contact us before filing a dispute with your bank. Most issues can be resolved faster directly. If a chargeback is filed, we may suspend related services while the dispute is resolved, as explained in our Terms & Conditions.

10. Changes and contact

We may update this policy from time to time. The version in effect when you placed your order applies to that order. For any question about returns, refunds, or bookings, contact the operators of Sustainable Fox Valley at [email protected] or through our contact page. We also explain how we handle the information you share with us in our Privacy Policy.