Return & Refund Policy

Élise Montréal

By placing an order on our website, you confirm that you have read, understood, and accepted this Return & Refund Policy. This policy outlines the conditions, timeframes, and procedures that apply to returns, refunds, cancellations, and disputes.

1. Order Confirmation & Policy Acknowledgment

When you complete a purchase with Élise Montréal, you confirm that:

You have reviewed and accepted the return requirements and applicable deadlines.
You agree to follow the return procedure described in this policy.
In the event of a dispute, chargeback, or payment claim, this policy and all related order records and communication may be used as supporting documentation.

2. Returns

If you are not satisfied with your purchase, you may request a return for eligible items within 30 days of delivery, provided all conditions below are met.

3. Return Eligibility Requirements

To qualify for a return, the following must apply:

The item must be unused, unworn, and unwashed.
The item must be returned in its original condition and original packaging.
Only standard inspection and reasonable handling may have occurred.
The customer is responsible for all return shipping and handling costs.
Returns are typically processed within 7 business days after the returned item is received and inspected.

We reserve the right to refuse a return if an item shows signs of misuse, excessive wear, damage, or alteration not caused by us.

4. How to Start a Return

To request a return, please contact us at info@elise-montreal.com within 30 days of delivery and include the following:

Your order number
Your full name
Your shipping address
The reason for the return
Clear photos of the item (required if the item is defective, damaged, or incorrect)

Please wait for our confirmation and return instructions before shipping any item.

Do not send items to a sender’s address or any address from the shipping label without approval. Returns sent without authorization may be refused or not processed.

We strongly recommend using a tracked shipping method and keeping proof of shipment until your return has been completed.

5. Defective, Damaged, or Incorrect Items

If your order arrives defective, damaged, or incorrect, please contact us within 2 days of delivery at info@elise-montreal.com and include:

Your order number
A short description of the issue
Clear photos (or a short video) showing the problem

After verification, we may offer a replacement or another suitable solution depending on availability and the nature of the issue. In some cases, a return may not be required for defective items.

If a replacement is approved, processing typically takes 7–14 business days, depending on stock availability and shipping timelines.

6. Lost, Unclaimed, or Returned-to-Sender Packages

If your package is confirmed lost in transit:

Contact us at info@elise-montreal.com with your order number and tracking details.
We will assist you with the courier investigation and arrange a replacement or refund if the parcel is confirmed lost.

If a package is refused at delivery, unclaimed, or returned due to an incorrect or incomplete address provided at checkout, an administrative and shipping deduction of $35 CAD may be applied to any refund to cover handling and processing costs.

7. Cancellations & Right of Withdrawal

You may request cancellation or withdrawal in accordance with applicable consumer protection rules within 30 days of receipt, where applicable.

Please note that our fulfillment process may be automated. Once an order has been shipped, it cannot be stopped or recalled. If your order has already been dispatched, you may initiate a return after delivery by following the steps in this policy.

To request cancellation before shipment, email us at info@elise-montreal.com with a clear written request.

If a return is required following cancellation, the buyer remains responsible for return shipping costs.

8. Chargebacks & Dispute Resolution

If there is an issue with your order, we encourage you to contact us first at info@elise-montreal.com. We aim to resolve concerns promptly and fairly.

If a chargeback or payment dispute is filed, we may submit supporting documentation to the payment provider or financial institution, which may include:

Order confirmation details
Shipping and tracking information
Email correspondence
Photos or evidence related to the claim

Submitting a chargeback without contacting us first may delay resolution and may affect eligibility for future purchases.

9. Important Notes

Return shipping is not free. Customers are responsible for all return shipping and handling fees.
Returns may be routed to a designated warehouse location depending on the product and fulfillment channel.
We are not responsible for courier delays, customs inspections, or clearance issues.
For hygiene-sensitive items, returns may be refused if items are used, unsealed, or returned in an unsanitary condition.
If a return is approved, items must be shipped according to the instructions provided by Élise Montréal.

10. Contact

If you have any questions regarding this Return & Refund Policy, please contact us:

Élise Montréal
Email: info@elise-montreal.com