Refund and Return Policy

Effective date: August 18, 2026

Thank you for shopping with Bois-Franc Grove & Hawthorn. This policy explains our voluntary return program and your rights under the Consumer Protection Act and other applicable Québec laws.

Contact Details

Email: returns@boisfrancgroveandhawthorn.ca

Phone: +1 (514) 555-0149

Address: 3345 Rue Jean-Gascon, Saint-Laurent, QC H4R 3H5, Canada

30-Day Voluntary Return Period

Unless an exception below applies, you may request a voluntary return within 30 calendar days after delivery. The product must be unused, unworn, unwashed, undamaged, and returned with its original packaging, labels, accessories, manuals, and proof of purchase.

Contact us before returning a product. If the request is approved, we will provide return instructions. Products sent without prior authorization may be refused or returned to the sender.

Damaged, Defective, or Incorrect Products

Please inspect your order promptly after delivery. If a product is damaged, defective, unsafe, materially different from its description, or not the product ordered, contact us as soon as reasonably possible. Include your order number and relevant photographs.

Depending on the circumstances and applicable law, we may provide a repair, replacement, price reduction, refund, or another required remedy. We will pay reasonable return costs when a product must be returned because it is defective, damaged, incorrectly supplied, or affected by our error.

Legal Warranty

Products purchased from us are covered by Québec's legal warranties. They must be fit for their ordinary purpose, durable for a reasonable period considering their price and conditions of use, free from hidden defects, and consistent with the representations made about them.

The legal warranty applies independently of any manufacturer or commercial warranty and cannot be excluded by a final-sale designation.

Change-of-Mind Returns

For an approved change-of-mind return, the customer is responsible for return shipping and for ensuring that the product reaches us safely. Original delivery charges are not normally refundable unless required by law or the entire order was cancelled before dispatch.

Non-Returnable Products

Subject to mandatory legal rights, voluntary change-of-mind returns are not available for:

• Personalized, custom-made, or made-to-order products;
• Gift cards or downloaded digital content after delivery or access;
• Perishable products;
• Personal-care, intimate, or hygiene-sensitive products after their protective seal has been opened;
• Products marked final sale; or
• Items damaged through misuse, improper care, unauthorized modification, or ordinary wear.

Québec Distance Contract Rights

A consumer may have the right to cancel a distance contract where the merchant did not provide required information before the transaction, did not provide a compliant written contract within the required period, or did not deliver the product within the time established by law.

Depending on the reason, statutory cancellation periods may include seven days after receiving a non-compliant contract copy, 30 days after entering into the contract if no compliant copy was received within 15 days, or rights relating to non-delivery within 30 days after the agreed delivery date or contract date.

Where an online purchase is validly cancelled, we will refund the amounts required by law within 15 days. If a product has already been delivered, the consumer must return it within the applicable 15-day period, and we will cover reasonable return costs where required by law.

If a legally required refund is not issued within 15 days and the purchase was paid by credit card, the consumer may have the right to request a chargeback from the card issuer within the statutory period.

Refund Processing

Voluntary refunds are normally issued to the original payment method within 10 business days after the returned product is received and inspected. Banks and payment providers may require additional processing time.

Contact

For return or refund assistance, email returns@boisfrancgroveandhawthorn.ca or call +1 (514) 555-0149 during our business hours.