Refund policy
VALIDITY
Our return policy is valid for 30 days from the date of delivery (attested by the delivery service confirmation made on that date). Once this period has elapsed, no return will be accepted.
Item must be unused and in the original packaging.
Gift cards, final sale or clearance items are not refundable.
RETURN REQUEST
A return request must first be sent by email to support@lamoisson.com. The customer must wait for our confirmation before returning the item, otherwise the item could be sent back to the customer at their expense.
This request must contain as much information as possible, namely the order number, the full name of the product, its SKU code, the reason of return and, if applicable, a photo of the item.
RETURN FEES
The return fees must be paid entirely by the customer. If the return is motivated by an error on our part, the cost will be paid by La Moisson. In either case, the customer is responsible for carefully packing the item. In case of breakage, we could refuse the return.
INSTORE RETURN
A web purchased item can be returned in store. A return request will be filled out at the service counter and sent to web customer service. If the request is valid according to the criteria mentioned above, the refund will be done according to the same payment method. You will receive a confirmation by email. Please allow a few days before receiving this confirmation.
The return of a product available only for pick-up must be done in store. A return by mail will be refused.
To make an instore return, the customer must present proof of purchase.
REFUND
Once the item is received, an email follow-up will be done.
If the return request is accepted, the sum will be reimbursed using the same method of payment within ten working days. The customer will receive a confirmation by email.
DELIVERY FEES
Delivery fees paid when purchasing the item are not refundable.
REFUND NOT RECEIVED
The customer must wait for a processing time of 10 working days following the acceptance of his request for reimbursement.
Beyond this period, if the customer believes they have not received their refund, they must first check the operations of the card used to purchase the product, then contact their financial institution.
If the refund has not been made, the customer must then contact us by email at support@lamoisson.com.
EXCHANGE
Exchanges are made only in the event of an error in the product sent, defect or breakage during transport.
An exchange request must be sent to support@lamoisson.com. The exchange is subject to our approval. The cost of delivery of the replacement item will be paid by La Moisson.
CANCELATION
To cancel an order in progress, the customer must send an email to support@lamoisson.com or call customer service toll-free at 1-888-433-0530, extension 231.
If the order has already been shipped, the customer must wait to receive it and then request a return.
DELIVERY
To return a product, the customer must pack it properly to avoid any breakage and send it to La Moisson, 360 rue Sicard, Sainte-Thérèse, QC, J7E 3X4, Canada.
The customer is responsible for shipping costs unless La Moisson has previously agreed to them. If the customer is shipping an item worth more than $75, it is important to consider using a delivery service that can track the shipment or purchase delivery insurance. We cannot guarantee reception while in transit and are not responsible for its loss or theft.
DISPUTE
La Moisson is known for its excellent customer service and we prioritize customer satisfaction above all else. This is why we encourage our customers to contact us directly regarding any situation before undertaking other recourse.
