Return and refund policy

Return Merchandise Policy
Purpose

At Céramique L’Entrepôt, we understand that plans can change. This policy outlines our clear and fair guidelines for merchandise returns. Our goal is to provide customers with a professional and equitable solution while protecting our inventory integrity and supplier relationships.


Return Timeframe

  • 30 days from the invoice date for eligible returns.

  • After 30 days, no returns are accepted unless for validated manufacturing defects.


General Return Conditions

For a product to be accepted as a return, it must meet all the following conditions:

  1. New condition: Uninstalled, unused, and undamaged.

  2. Original packaging: Unopened, intact boxes with no damage.

  3. Proof of purchase: Original receipt or electronic proof.

  4. Minimum quantity: Returns must include at least one full box for products sold by the box (ceramic, floating floors, vinyl). No partial returns unless approved.

  5. Restocking fee: A 30% restocking fee applies to eligible returns and will be deducted from the refund.


Non-Returnable Items

  • Special orders (items not in regular inventory).

  • Opened installation products (adhesives, grout, membranes, sealants, primers, etc.).

  • No exchanges/refunds will be accepted on pre-mixed installation products (such as adhesives, grout, liquid membrane, etc.) From November 1st to March 31st due to freezing risks.

  • Clearance/discounted items marked "FINAL SALE."

  • Installed or post-pickup/delivery damaged products.


Refund Terms

  • Eligible returns:

→ Refund issued via the original payment method (credit/debit card, wire transfer)

 

Defective or Damaged Products

If a product arrives defective or damaged, the customer must:

  1. Note the issue on the pickup/delivery slip.

  2. Take clear photos of defects/damage.

  3. Email evidence within 48 hours of receipt:

  4. Contact customer service within 48 hours.

After verification, the product will be replaced or refunded.
No claims accepted after installation.


In-Store Return Process

  1. Bring the product to the store with the original receipt or proof of purchase.

  2. Staff will:
    a. Verify condition, packaging, and purchase date.
    b. Submit the return for manager approval if needed.

  3. Refund is processed per applicable terms.

  4. A return copy is provided to the customer.

⚠️ All returns must be made in-store. No carrier returns accepted without prior approval.


Additional Policies

  • No price adjustments after purchase.

  • Order cancellations: You have 30 days to cancel an in-stock order (excluding special orders). After this period, deposits are non-refundable.

  • Storage fees: May apply if pickup exceeds 30 days from the scheduled date.

  • Quotations: Prices valid for 5 days max or until stock runs out.

  • Samples: Refunded upon return.


Final Notes

  • No exceptions without manager approval.

  • Céramique L’Entrepôt reserves the right to refuse non-compliant returns.