Politique de remboursement

We have a 14-day return policy, which means you have 14 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, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at contact@toujour.ca .

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where 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 contact@toujour.ca. 

 

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. Items with flawed packaging can occur with worldwide shipping, and will not qualify for a refund if the product still works as described. Items will qualify for a refund with a return, so long as the cost of shipping for the return is fulfilled by the customer if required. 

 

Fraud alerts and incorrect cvv
Our refund policy strictly adheres to ensuring secure transactions. Refunds will not be issued for payments made using credit cards that have fraud alerts or incorrect CVV codes. To qualify for a refund, any issues with fraud alerts or incorrect CVV information must be resolved and corrected. Once these matters are rectified, we will process the refund in accordance with our standard procedures.

 

Unsatisfied orders
Our refund policy is designed to ensure customer satisfaction while maintaining fairness. If you are unsatisfied with an item that is still functional and works as described, we will offer a discount on your next purchase from our site. If you remain unsatisfied and wish to return the item, you will be responsible for the return shipping costs.

 

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 & Cancellations
If you request an exchange before receiving the item, it must be done before we have fulfilled your order. We fulfill orders 1-2 days after the order is placed, and items cannot be exchanged or cancelled once we have fulfilled your order. 

 

Stolen/ Lost Packages
In the instance where an order gets reported as lost or stolen by a customer, we are not responsible for the lost or stolen packages once the carrier marks them as delivered.

 

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

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 automatically refunded on your original payment method within 14 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 30 business days have passed since we’ve approved your return, please contact us at contact@toujour.ca.