Return, exchange, and refund policy

Processing time

• Orders are usually processed within 1 to 3 business days.
• Please note that our customer service team does its best to respond to you as quickly as possible. Our agents are available Monday to Friday from 8:30 AM to 4:00 PM.

Delivery methods and times

• Delivery throughout Quebec (3 to 14 business days)
  We deliver throughout Quebec. Delivery fees start at $150 and vary depending on your delivery address and the quantities ordered.

• In-store pickup (24 to 48 business hours)
  After placing your order online, you will receive an email when your order is ready for pickup. Please come to the store at the agreed address. A member of our staff will explain the procedure to follow to retrieve your order safely and efficiently.

Return, exchange, and refund policy

• In-store return within 30 days of purchase.
  To be eligible for a refund or exchange, products must be returned in person to one of our branches within 30 days of purchase.

Conditions

• Items must be in their original packaging, unopened, and in perfect condition.

• Boxes must be intact and, if applicable, still "strapped" (not unbound).

• No returns will be accepted for unpacked, damaged, or used items.

• No pickup will be made by our team or by a transport company. Returns must be made exclusively in-store by the customer.

Products on order

• No refunds on special order products.

• No deposit refunds on products on order. However, your deposit may be applied to any new order placed. If the products on order have already arrived or are in delivery, a 50% exchange fee as well as transportation fees will be applied, deducted from your deposit.

• L'Entrepôt de la Réno makes every effort to provide you with products within the indicated time frame (15 to 20 business days). However, the company disclaims any responsibility for delays in receiving the merchandise or delays in your installation work.

Products in stock

• Except for clearance products and batch scales, returns are accepted, without return fees, within 30 days from the invoice date for full and clean boxes only.

Calculations of required quantities

• The advisors at L'Entrepôt de la Réno can help the customer calculate the necessary product quantities. However, the customer must provide the measurements of the area to be covered and releases the company from any liability regarding errors in quantity calculations.

• You can use our online calculator to quickly estimate the number of boxes required. Since this is an estimate, we recommend that you confirm the final quantities. The calculator does not take into account any expected losses. If you need help, our team is available at info@entrepotdelareno.com

Receipt of your order

• When you receive an order, whether by delivery or pickup, you must inspect the products upon receipt. If an item is damaged or does not match the ordered product, do not accept the order and inform us immediately. Once the order is accepted, it is considered complete and compliant, and no exchange or refund can be made thereafter.

Installation

• Before starting the installation of your product, you or your installer must ensure the product matches the invoice (quantity, color, model, defect-free product, boxes from the same batch, etc.). No claims will be accepted after the product installation. An installed product is considered accepted by you.

Refunds

Other specific terms

• No exchanges or refunds will be accepted on installation products such as adhesive, cement, (etc.) from October 15 to April 15. These types of products are sensitive to freezing.

• No price adjustments after purchase.

• You have up to one month to cancel an order for in-stock products (except for special orders). After this period, you will lose your deposit.

• Storage fees may be charged if the pickup date is exceeded by more than 15 days.

• Prices on an in-store quote are guaranteed for a maximum period of 5 days, provided the merchandise is still available in our warehouses.

• All bathtubs, sinks, showers, and kitchen sinks are final sales.

• Heating wires as well as thermostats are final sales.

• A 2% monthly fee up to a maximum of 24% annually will be added for any overdue account.

Thank you for your understanding.
For any questions, please contact our service
to customers by email at info@entrepotdelareno.com

* By joining the chat, you consent to receive newsletters and text messages about new promotions and services related to our products. You can withdraw your consent at any time using the mechanisms provided for this purpose.