Return and Refund Policy

Last updated: 3 September 2026

Your return window

You may request a return within 30 days of delivery. This applies whether you are in Canada or the United States.

How returns work here

Our goods are shipped to you directly from our suppliers abroad. Sending an item back overseas often costs more than the item itself, so in most cases we will refund you without asking you to ship anything back. Email us and we will tell you what to do with the item.

For higher-value pieces we may ask you to return the item. If we do:

You pay the return shipping if you simply changed your mind.
We pay the return shipping if the item arrived damaged, faulty, or is not what you ordered.
We confirm the return address in writing before you ship anything. Do not send a parcel back without contacting us first, because an unannounced parcel cannot be traced to your order and may not be refunded.

Condition

Items should be unused, in their original packaging, with all parts and accessories. We may reduce a refund for an item returned damaged or incomplete through no fault of ours.

Damaged, faulty or wrong items

Tell us within 7 days of delivery and include photographs of the item and the packaging. We will replace it or refund you in full, whichever you prefer, including the original delivery charge, and we cover any return cost.

When you get your money

Once your return is approved we issue the refund to your original payment method within 3 to 5 business days. Your bank may take a few days more to post it. We email you when it is sent.

If you paid in US dollars, we refund in US dollars. Exchange rates move between the day you buy and the day we refund, so the amount that lands back on a card issued in a third currency may differ slightly from what left it. That difference is set by your bank, not by us.

Duties and import charges

Customs duties, import taxes and courier brokerage fees are collected by the courier on delivery. They are never paid to us, so we cannot refund them. That is true of every order, in both countries.

If you are in Canada, duties, GST and QST paid on an item you return may be reclaimable directly from the Canada Border Services Agency through its casual refund process.

If you are in the United States, the $800 duty free allowance for courier parcels was indefinitely suspended on 24 June 2026, so you should expect duties and a customs entry or brokerage fee on any order regardless of its value. Refunds of duty on returned goods are handled by US Customs and Border Protection, and the courier that cleared your parcel is the best place to start that claim. We will provide any paperwork you need from our side.

We say this plainly on our Shipping Policy before you buy, because it is money you will be asked for that does not appear in our checkout total.

Orders that never arrive

If tracking shows your parcel has not been delivered, contact us and we will open a claim with the carrier. Under Quebec's Consumer Protection Act, if your goods have not arrived within 30 days of the delivery date we gave you, you may cancel the order and be refunded in full. See our Order Cancellation Policy.

Parcels refused at customs

If you refuse to pay the customs charges, the courier returns the parcel to the sender or destroys it. In that case we cannot refund the order, because the goods are lost to us as well. Please make sure you are willing to pay the import charges before you order.

Your legal warranty

Everything we sell to consumers in Quebec carries the legal warranty of quality under the Consumer Protection Act. Goods must be fit for the use they are normally intended for and must last a reasonable time given the price paid and how they are used. This warranty applies automatically, in addition to everything above, and cannot be waived.

Contact us

Email info@decoreauremont.com or call (+1) 819-212-7565, Monday to Friday 09:00 to 17:00 Eastern Time. Please include your order number.

Decore Auremont, a trade name of 9567-7522 Québec Inc.
802 route 253, Cookshire-Eaton, Quebec, Canada

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Return and Refund Policy