RETURN AND REFUND POLICY

our store is closed during the winter season (december 23th to april 30^th). you can place your order until december 22^nd at noon (eSt).

IN STORE RETURN

Exchange or refund of an item up to 7 days after the date of purchase with the original receipt or proof of purchase and the item in it’s original packaging and in pristine condition. The store is located at 65 rue de l’Ancrage, in Rivière-du-Loup (Quebec, Canada). The refund will be made in your original method of payment.

ONLINE RETURN

Damaged or broken item

Upon reception of a damaged or broken item, up to 5 days max, you must inform us of the issue with the item by calling during business hour (from monday to friday between 10 am and 5 pm) : 1-866-865-6635 ou 418-863-6635 or send an email : info@noelauchateau.ca. You must keep the item in your possession until the refund or exchange process is complete as you may be asked to send the item back. Also, as we need to fully understand what the issue is with the item you received, we may ask you to send us a photo or run some simple test on the item. If we ask that the item be returned or if you opted for an exchange of the damaged or broken item by a new one of the same model or equivalent, all shipping fees will be on us.

If you are not entirely satisfied with your purchase

If you are not entirely satisfied with your purchase, we’re here to help. Refund or in store credit up to 5 days upon reception of your purchase. You must contact us by calling during business hour  (from monday to friday between 10 am and 5 pm) : 1-866-865-6635 ou 418-863-6635 or send an email : info@noelauchateau.ca so we can approve your return and provide you with an authorization number. without this number, there will be no refund.

You will be responsible for paying all shipping costs for returning your item. Shipping costs are NON-REFUNDABLE. They will be deduct from any refund or store credit.

RETURN PROCESS

Unless we advised otherwise, all item must be returned in pristine condition and in their original packaging, including all the documentation that was enclosed, and shipped within 7 days upon receiving your authorization number in order to receive a full refund of your purchase. The following information must appear clearly on your return package : your authorization number and your name and address. no refund will be process on items shipped after 7 days of receiving the authorization number. passed this delay, only a store credit can be emitted. consequently, it’s important to keep a copy of the tracking number for your return package until your return is fully processed.

HOW TO CANCEL AN ONLINE ORDER

You can cancel an online order as long as it hasn’t been shipped by calling the store during business hour (from monday to friday between 10 am and 5 pm) : 1-866-865-6635 or 418-863-6635. no cancellation will be processed via email.

IN STORE AND ONLINE

No exchange, refund or store credit can be accepted on sale items, store creations, personalized items or special orders. no return or refund for any purchase made after december 15^th : final sale only.

no warranty on glass ornaments and other fragile items.

30 days warranty on all electrical item after the date of purchase. beyond that date, only the manufacturer’s warranty will apply.