Return & Exchange

Our success depends on our clients’ satisfaction. Any product that does not meet your expectations may be returned, provided that the conditions outlined below have been satisfied. No matter the reason of the return, the product must be returned in its original packaging and must not be opened or used. The product must be carefully packed and sent back directly to the return address indicated on the personalized sticker of Post Canada or on the product return form along with a proof of purchase.

The company does not accept parcels sent postage due or without return number. The company reserves the right to refuse any return non-compliant with the below instructions and conditions. We thank you for your trust in our company.

In no case you may exchange a product in a store, but only on our website.

1.    RIGHT DE RETURN (RETRACTION)

The Client is entitled to return a product in accordance with the terms and conditions outlined in this document. The product must be returned immediately in a perfect resale condition, in its original condition (packaging, accessories, etc.) sealed in due form along with a proof of purchase and in accordance with procedure outlined below in section 2 “Return conditions" and in section 3 "Return Procedure”.

2.    RETURN CONDITIONS

All returns must be pre-notified to the Company by email or by fax, in order to obtain a return authorisation number. You may also log onto your account using your password and then accessing the section “My Order history” and selecting the invoice for which you want to make a return. However, if you need to return a product because of an error, you made an mistake when placing your order, the item does not suit you, is defective, damaged, please contact our Customer Service within ten (10) business days from the date of receipt. No exchange or refund may be accepted beyond this period. 

2.1   PRODUCT IN GOOD CONDITION

The Client has a period of ten (10) business days to return any product in good condition that does not suit him/her and request an exchange or refund without having to justify and at no cost, except the return shipping fee that he (she) will be responsible for (initial shipping fee will not be refunded). The product must be immediately returned in a perfect resale condition, in its original condition (packaging, accessories sealed in due form, etc.), along with a proof of purchase and in accordance with the return procedure. 

2.2   DAMAGED PRODUCT

Upon delivery, the Client must examine the conformity of the product delivered and must not accept a damaged parcel without expressing reserves when signing the acknowledgement of receipt. 

If upon delivery, the Client notices that the original packaging is opened, torn or damaged, he (she) must check the product’s condition. If the product is damaged, the Client must imperatively refuse the parcel with the mention “Parcel refused because opened or damaged” to the carrier. The Client must then inform the Company within 48 hours from the time of refusal. In this case, the Company will refund the product that has been damaged during shipping as well as delivery costs.

By signing the acknowledgement of receipt without expressing reserves, the Client certifies that the product has been delivered in due form by the carrier and his (her) acceptance of the parcel, in which case no claim with respect to the condition of the order delivered may be accepted. 

Failure to follow these procedures will void the Client’s entitlement to make a claim and his (her) request will not be considered. 

2.3   ERROR ON PRODUCT

However, if you need to return a product because of an error, you made a mistake when placing your order, the item does not suit, you will have 48 hours from the date of receipt of your product to return it at your own expense. No exchange or refund may be accepted beyond this period. 

2.4   DEFECTIVE PRODUCT

If the product is defective, please contact us within 48 hours from the time of receipt. No exchange or refund may be accepted beyond this period. Our guaranty does not cover defects resulting from negligence, improper use, normal wear or commercial use of the product. 

2.5   OPENED OR USED PRODUCT

No exchange or refund may be accepted if the product has been used or opened by the Client. 

2.6   PRODUCTS ON SALE

Products on sale, at reduced price as well as those in sections: “Destocking”, “Promotion”, or “On sale” cannot be returned or exchanged. 

3.    RETURN PROCEDURE

All returns must be pre-notified by email or by fax, in order to obtain a return authorisation number. You may also make the return directly from our website. Just log on with your email address and password then go to the section “My account”, then “My order history and details” then select the order number for which you want to make a return of product(s). If you want to make an exchange, click on “Product exchange”; for a refund, click on “Refund” then on “Return”. 

4.    REFUND

All refunds will be made by bank check made payable to Client and sent to the order billing address that appears in our files within thirty (30) days from the date of receipt of the order returned. We do not refund orders paid by gift cards or by discount coupons such as loyalty points or others. 

If the refund is made for a missing product, the Company will refund the total value of the missing product plus the portion of delivery fee for that product, including taxes, if applicable.

NEED HELP?

For any questions and/or inquiries for additional information, please contact the Customer Service, Monday to Friday, from 9 a.m. to 5 p.m. at +1 (450) 445-0957 or by email anytime by clicking Here.

Last update: September 10th, 2015 at 12:55