Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused and undamaged, with all original accessories, manuals and packaging included. You'll also need the receipt or proof of purchase.
To start a return, contact us at info@lenaturaliste.ca with your order number and the reason for the return. If your return is accepted, we'll send you the return address along with instructions on how to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@lenaturaliste.ca.
Returning in store
The simplest way to return an item is to bring it to our store, and we encourage it. Come to 2600 boulevard Laurier, Quebec City, QC G1V 4T3 during business hours with the item and your receipt or proof of purchase. No prior authorization is required. The same conditions apply: within 30 days of receiving your item, unused and undamaged, with all original accessories, manuals and packaging included. Approved refunds are issued to your original payment method.
Return shipping costs
Change of mind or item no longer needed: you are responsible for arranging and paying for the return shipment. Ship the item back to the address we provide, using the carrier of your choice. We do not issue prepaid return labels for this type of return. The original shipping charges paid on your order are not refundable.
Defective, damaged or incorrect item: we cover the full cost. We'll send you a prepaid return label at no charge to you, and your original shipping charges will be refunded as well.
Please use a trackable shipping method and keep your tracking number. We can't be responsible for items lost or damaged in transit on their way back to us, and a refund can only be issued once the item has been received and inspected.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Sending us a photo of the item and its packaging helps us resolve the situation faster.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
We accept exchanges within 30 days of receiving your item, provided the item is new and unused, undamaged, in its original packaging with all accessories and manuals, and you present your receipt or proof of purchase. If the new item costs more, the difference is payable; if it costs less, the difference is refunded to your original payment method.
Exchanges are simplest in store at 2600 boulevard Laurier. For an exchange by mail, contact us first at info@lenaturaliste.ca; return shipping to us is at your expense, as it is for a regular return.
Sale items and gift cards cannot be exchanged.
Refunds
We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be refunded on your original payment method for the purchase price of the returned item. Return shipping costs you paid are not reimbursed. Please remember it can take some time for your bank or credit card company to process and post the refund too.