Return Policy

We apply 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 as you received it, unworn or unused, with tags and in its original packaging. You will also need the receipt or proof of purchase.

To make a return, contact us at info@entrepotdelareno.com. Please note that returns must be sent to the following address: [INSERT RETURN ADDRESS].

If your return is accepted, we will send you a return shipping label along with instructions on how and where to send your package. Items returned without prior return request will not be accepted.

For any questions regarding returns: info@entrepotdelareno.com.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item, so we can assess the issue and resolve it.

If you received a defective item, write to us within a maximum of 48 hours after receiving your online order. You can reach us by phone at 418-717-6000 or by email at info@entrepotdelareno.com, providing product details, ideally with photos attached. We will then tell you how to return the product.

Exceptions / Non-returnable Items

Certain types of items cannot be returned: perishable products (food, flowers, plants), custom items (special orders, personalizations), and personal care products (beauty products). We also do not accept returns of hazardous products, flammable liquids, or gases.

Unfortunately, we do not accept returns of promotional items or gift cards.

Feel free to contact us if in doubt about a specific item.

Exchanges

The fastest way to get what you want is to return the item you have and, once the return is accepted, place a new order for the desired item.

14-Day Cooling-Off Period (European Union)

If the goods are shipped within the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, the item must be in the same condition as when received, unworn or unused, with tags and in its original packaging. A receipt or proof of purchase is required.

Refunds

We will notify you once we have received and inspected your return, and let you know if the refund is approved. If so, a refund will be automatically processed to your original payment method within 10 business days.

Processing by your bank or card issuer may take some time. If more than 15 business days have passed since the return approval, contact us at info@entrepotdelareno.com.

Store-Specific Terms

Special Order Products

• No refunds on Special Order products.
• No refund of the deposit on these products.
• If the goods have already been shipped to the customer or received at the warehouse, 50% fees of the item value may apply, in addition to shipping and handling fees.
• We do our best to meet the indicated deadlines (15–20 business days), but cannot be held responsible for delays caused by manufacturers, carriers, or installation circumstances.

In-Stock Products

For inventory clearance and batch reasons, returns (when accepted) must be made within 15 days of the purchase date, with the complete item and in its original condition.

Calculating Required Quantities

Our advisors can help you estimate the required quantities. However, the customer is responsible for measuring their space; the company cannot be held responsible for any miscalculations of quantities.

Installation

• Before any installation, you or your installer must verify the product's conformity with the invoice (quantity, color, model, reference).
• After installation, no claims will be accepted; an installed product is considered accepted.

Other Provisions

• Returns/exchanges are not accepted for certain installation products (e.g., glues, cements, etc.) from October 15 to April 15 due to weather conditions and the nature of the products (containing liquid compounds).
• A price adjustment may be made later, if applicable.
• Order cancellation is possible for in-stock items (special orders are not cancellable). Beyond a certain deadline, the deposit may be lost.
• Storage fees may apply if the pickup date is exceeded by more than 15 days.

Final Sales

• All baths, sinks, showers as well as kitchen sinks are final sales.
• Heating wires as well as thermostats are final sales.

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