In order to avoid any risk of contamination, we have made the decision to temporarily suspend the processing of returns of goods until the reopening of our stores. The usual period of 15 days to be able to return a product after purchase is thus extended until the reopening of our stores.
Note that it is still possible to send returns during the crisis. All returns provided by Canada Post will be kept and placed in a secure location in our warehouse. However, their processing (and associated reimbursement) will have to wait for the end of the stores shutdown period requested by the government.
In order to get a refund for an item that doesn’t suit you, you can simply fill out the return form, without contacting us. You have up to 15 days from the reception of the products to return them.
Make a free return to the store
To return the products to one of our stores, simply present yourself on site to customer service with your products. The pre-paid label is not required.
Return by postal services
It is also possible to return the products with Canada Post, by using the pre-stamped label placed on the package. A fee of $12.00 will be deducted from the refund to pay for the postal fees related to the return of merchandise. The initial shipping fees will not be refunded.
In case of error on our part of an item that has been damaged during transport, we promise to cover the $12.00 and the initial shipping fees.
The item must be as new: that is without damage, clean, without odor, without animal hair, as well as with its original tags and packaging.
Additional return fees will apply if the items shipped back are no longer as new. Furthermore, if an item is nonrefundable or not in resalable condition, such as when it has been used or washed, the refund will be denied. The item will then be shipped back to you and you will be charged transportation fees of $25.00.
In order to facilitate the management of returns, Items purchased online cannot be exchanged, only refunded. If you wish to exchange items, simply return the merchandise for a refund and place a new order.
The refund is made within 48 business hours of receiving the parcel in our warehouses and can then take 4 to 5 business days before appearing on your credit card account.
We will be happy, upon presentation of the receipt of your invoice, to refund or exchange the new, unused and original packaging until January 14, 2020 for any purchase made after November 22, 2019.
Before leaving our warehouse, your merchandise has been carefully checked and wrapped. However, if there is a mistake or if an item is missing from your order, please contact us.
For any error on our part or if an item is missing or damaged during transportation, a return number is required. This number waives the shipping fees.
To obtain this number, please contact one of our customer support representatives:
1-877-529-0024 #299 / email@example.com
In case of mistake on our part while filling an order or if items have been damaged during transportation, your initial shipping fees will be refunded only with a return number. Otherwise, initial shipping fees will not be refunded and we will charge $12.00 extra in order to cover the shipping fees related to the return of articles.
However, if an article is non-refundable or unsuitable for resale, as when used or washed, the refund will be refused. The item will be shipped back and we will charge transportation fees of $25.00.
If there was an error on our part or if an article got damaged during transportation, you have 7 days following the reception of your parcel to contact us and get your return number.
For a simple refund you have 15 days following the reception of your package to send us the item(s) back.
Please allow up to 10 business days for the refund to be processed once the returned item has arrived.
The client is expected to respect the return procedure as well as the deadlines described above.
Proper and secure wrapping of the returned item is also the client’s responsibility.