Return, Exchange, and Refund Policy

Processing Time

• Orders are generally processed within 1 to 3 business days.
• Please note that our customer service team does their 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. Please note that our delivery service does not include handling. Our delivery fees are offered at a preferential rate for online orders.
  

• SMALL PACKAGE DELIVERY ONLY - 50 lbs or less (3 to 14 business days) As part of a pilot project, we now offer the option to obtain delivery fees for small package orders under 50 lbs. If your order qualifies, you will see the option appear before placing your order.

• 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 returns 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 a transport company. Returns must be made exclusively in-store by the customer.

Special Order Products

• No refunds on special order products.

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

• Entrepôt de la Réno makes every effort to provide products within the indicated timeframes (15 to 20 business days). However, the company disclaims all responsibility for delays in receiving merchandise or delays in your installation work.

In-stock Products

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

Calculating Required Quantities

• Entrepôt de la Réno advisors 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 all responsibility for any miscalculation of quantities.

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

Receiving 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 afterward.

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 lot, etc.). No claims will be accepted after 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 adhesives, 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 in-stock product order (except for special orders). After this period, you will lose your deposit.

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

• 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 washbasins are final sales.

• Heating wires and thermostats are final sales.

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

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

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