Refund policy

We guarantee consumer satisfaction. If you are not satisfied with your purchase, an exchange for an item of the same value or a refund is allowed. The return of the item(s) is at the customer's expense. We accept exchanges or refunds for a period of 14 days following the date of receipt of the item by mail or following the purchase in store, as applicable. The item must be returned in its original condition. Any damaged product will not be exchanged or refunded.

For the return of Veille sur toi comforters, they must not have been used and/or not have been washed. The exchange will be made according to the available inventory.

Items sold at reduced prices such as sales or liquidations are not refundable or exchangeable. Items with minor injuries are sold as is. This is therefore a final sale.

Unless there is an error on our part, return shipping costs are the responsibility of the buyer. If the returned item is not in the original condition, any loss in value is the responsibility of the customer.

If a product return occurs following a customer error (ex: wrong product ordered), the return and outgoing costs are the responsibility of the customer. We will refund the value of the product, excluding delivery charges, once the product has been returned.

As of 2021, Shopify does not refund credit card fees to the merchant when canceling an order. If a customer requests a refund, we reserve the right to charge you the fees that Shopify charges.

We do our best to ship your orders as quickly as possible. The usual processing time is 3-7 days. Do not hesitate to contact us if you have specific needs, we will look at the possibilities with you.

The customer is responsible for providing and ensuring the accuracy of the mailing address. The return costs for a package are the responsibility of the customer. If the customer wishes to post the package again, the delivery costs are the responsibility of the customer.

If an item is presumed lost, the customer is required to notify us no later than 30 days from the date of shipment indicated on the email notification. Veille sur toi undertakes to check with Canada Post. After these deadlines, it is not possible to investigate with the carrier.

Due to the nature of these items, personalized or pre-ordered items cannot be returned or exchanged unless they arrive damaged or defective.

Clearance sales are final sales.

Do not hesitate to contact us for any information.