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Returns, Exchanges and Cancellations
You have thirty (30) days after receiving or picking up your order to return or exchange an item, provided that the merchandise is in its original state, i.e.unused and in its original, non-damaged, packaging with all the accessories, pieces and manuals included.
Returns and exchanges will only be accepted for products purchased at our three Boutique RICARDO locations (Saint-Lambert, Laval and Quebec City). For all RICARDO brand products purchased elsewhere, please refer to the return and exchange policy of that store directly.
All RICARDO online boutique purchases, with the exception of gift cards, food products and clearance items, may be returned by mail for refund or in person at one of our RICARDO boutiques for exchange or refund.
Returns by mail
To return an item by mail, please contact Customer Service in one of the three (3) following ways:
By email: [email protected]
By telephone: 450 465-4101 or 1-833-751-4101
By logging into your customer account:
- Log in to your customer account
- Click on the My Orders tab
- Click on the order that you want to return and then click on Return Item(s) button
- Follow the instructions for returns
A Customer Service Representative will contact you by telephone or email to advise you how to proceed.
Upon receipt of your shipment, we will process your return request within 2 to 5 business days and credit your account for the cost of the returned article according to the original method of payment. We will then notify you of the transaction by email or by telephone. However, the initial shipping and handling costs will not be reimbursed.
Please be sure to adequately package the item(s) you are returning in order to avoid any additional damage that would not be covered by our returns policy and product warranty.
This policy does not apply to products that have been used.
Shipping and handling costs are non-refundable. Only the cost of the item, including taxes, is refundable.
For exchanges, the difference in price between the exchanged item and the replacement item will be paid by the customer.
Items purchased or picked up in store can only be exchanged or refunded in store.
We assume no responsibility for loss, theft or damage incurred during a return of merchandise.
For online purchases made using multiple payments (electronic gift card and credit card), we reserve the right to credit the entire value of the refund to the gift card used for the initial purchase.
To return or exchange an item at one of our boutiques, please:
- Bring the item purchased at our RICARDO online store to one of our boutiques.
- Present the original invoice received with the email confirmation of your order.
All merchandise will be examined upon return. Once approved we will offer an exchange, a refund in the form of a RICARDO gift card or a refund to the original method of payment.
Cancelling an order
It is not possible to cancel your order once the transaction has been completed. You will have to return it to get a refund.
If this is an order to pick up in store, contact our customer service to make a cancellation.
Returning a parcel sent to the wrong address
Our transporter will attempt to deliver all parcels. However, if it is unable to deliver a parcel, it will be returned to the sender’s address that appears on the shipping label.
In such cases, a customer service representative will contact you to ask whether you want to cancel or receive your order. We will verify your shipping information, and any reshipping costs will be billed to you.
Returning a product used under warranty
To make a claim or to return a product used under warranty, please refer to our Product warranty section or contact customer service.
If you wish to exchange your purchase, you can do so only at one of our RICARDO stores, within 30 days of receipt or pick up.