To be eligible for a return, the product must have been purchased on our site, without discount or promotion, not have been used or opened, depending on the product it must always be sealed, and in the same condition as you have it received with its original packaging.
In any case, the products purchased on our site cannot be returned without our written agreement. Any spontaneous, unauthorized return will be refused.
1 / Defective, Damaged, Missing
If the product you receive is defective or damaged, you must contact our customer service at +1 450 978 0013 or send an email (firstname.lastname@example.org), attach photos of the product (s), within 3 working days following the delivery date, past this deadline, unfortunately, we will not be able to take into account your complaint.
CAUTION: Even if it is customary for the shipping carton to show signs of wear upon delivery, we draw your attention to the need to refuse delivery to the carrier if the package is too damaged or opened.
If you accept the package, make sure that the delivery person has the correct number of products inside it. If you find anything missing, write it on the carrier's delivery note. If you do not, we will not be able to replace or refund missing products. Make sure there are reservations for damaged or opened packages on the delivery note from the carrier so that we can file a claim.
2 / Product not in compliance with the order
If the product you receive is not the one you ordered, you must also contact our customer service at +1 450 978 0013 or send an email (email@example.com), attach the photo of the product, in 3 working days following the delivery date to report the delivery error. After this period, we will not be able to take into account your complaint. If the delivery error is confirmed, of course we will return the right product to you as soon as possible and will organize the return of the product delivered in error. In the event of a stock shortage, we undertake to reimburse you.
3 / Return procedure
After having received our return authorization, you must pack the product (s) to be returned in the original packaging (which is an essential condition), stuff it well to avoid damaging the product (s) during return transport because poorly packaged products which arrive damaged may no longer be eligible for an exchange or refund. Once your return is received and inspected, we will send you an email to let you know if your return has been approved or rejected. In all cases, the return postage costs will be your responsibility except for a return of defective, damaged products or a delivery error
4 / Exclusions
Please note that we cannot accept a return in the following cases:
- If you have refused delivery.
- If the products purchased are delivered outside of Canada.
- If delivery is blocked due to local duties or taxes payable.
- If the delivery is blocked or confiscated by customs for restrictions or regulations.
- In all cases of force majeure (natural disaster, health, pandemic, etc.) beyond our control.