Returns policy

We accept returns up to 10 days after delivery, if the item is unused and in its original condition. Prior to returning any items, you must first obtain authorization to return the products to us by contacting our customer service by phone at 1-800-463-8877 Monday to Friday from 8:30 a.m. to 4:30 p.m. (ET) or by email at service@iel-lachance.com.

In the event that your order arrives damaged, please email us as soon as possible at service@iel-lachance.com with your order number and a photo of the item. We will take care of contacting the carrier in question. We will handle these issues on a case-by-case basis and do our best to find a satisfactory solution.

Refund

We will refund the order amount less a 15% restocking fee, if you have obtained authorization to return the product(s) to us. Delivery costs incurred by the return are non-refundable, whether for a refund or an exchange.

The refund will be made according to the same parameters as during the purchase (payment method, card #, expiration date, etc.).

When returning an item, allow 7 to 10 business days, once your return package has been shipped, to receive your refund.

Order cancellation

Orders cannot be modified or cancelled online. To cancel an order made online, contact our customer service at 1-800-463-8877 Monday to Friday from 8:30 a.m. to 4:30 p.m. (ET) or by email at service@iel-lachance.com.

Please note that once your order is shipped or prepared in the warehouse, it is no longer possible for you to cancel your order. However, you will be able to request a return.

Other information

For any questions regarding a return or your refund, you can contact us by phone at 1-800-463-8877 from Monday to Friday from 8:30 a.m. to 4:30 p.m. (ET) or by email at service@iel-lachance.com.

The return policy may be modified at any time without notice. Despite this policy, Industries Émile Lachance ltée reserves the right to limit or refuse the return of products for any reasons whatsoever.