Refund and Return Policy

This Refund and Return Policy explains how returns, refunds, and exchanges are handled for purchases made from Plateau & Sorrel. Please read it together with our Terms of Service and Terms of Sale.

1. Your Consumer Rights

Nothing in this policy excludes, restricts, or modifies any rights or remedies you may have under applicable Québec consumer protection legislation, the applicable federal laws of Canada, or any other law that cannot lawfully be excluded.

2. Voluntary Change-of-Mind Returns

In addition to your statutory rights, we offer voluntary change-of-mind returns within 30 days of delivery, provided the eligibility requirements below are met.

3. Eligibility Requirements

To be eligible for a voluntary change-of-mind return, items must be unused, unworn, unwashed, and in their original condition with all tags and packaging intact. Proof of purchase is required.

4. Items Excluded from Voluntary Returns

For hygiene and safety reasons, certain items may be excluded from voluntary change-of-mind returns, including underwear, swimwear where hygiene seals are removed, pierced jewellery, and items marked as final sale. This exclusion does not affect your statutory rights.

5. Sale and Promotional Products

Products purchased on sale or through promotions remain covered by applicable consumer protection rights. Voluntary change-of-mind returns on discounted items may be limited to store credit at our discretion.

6. Damaged, Defective, Incorrect or Misdescribed Products

If you receive an item that is damaged, defective, incorrect, or not as described, please contact us within a reasonable period of delivery. Where a remedy applies under applicable law, we will provide a repair, replacement, or refund as appropriate.

7. How to Request a Return

To request a return, email returns@plateauandsorrel.ca with your order number, the item concerned, and the reason for return. We will provide return instructions before you send anything back.

8. Return Shipping Costs

For voluntary change-of-mind returns, return shipping costs are the responsibility of the customer. Where an item is faulty or a remedy applies under applicable law, we will cover reasonable return shipping costs.

9. Inspection of Returned Items

Returned items are inspected on arrival. We will notify you of the outcome of the inspection and whether your return has been approved.

10. Refund Method and Processing

Approved refunds are issued to the original payment method. Once approved, refunds are generally processed within 5 to 10 business days, subject to your payment provider's processing times.

11. Original Shipping Charges

Original shipping charges are non-refundable for voluntary change-of-mind returns. Where a remedy applies under applicable law, applicable charges may be refunded as required.

12. Québec Distance Contract Rights

Online purchases made by Québec consumers may constitute distance contracts under applicable Québec consumer protection legislation where the statutory requirements are met.

13. Non-Delivery and Delivery Concerns

If your order does not arrive within the expected timeframe, please contact us so we can investigate with the carrier and arrange an appropriate remedy.

14. Refunds After Statutory Cancellation

Where you exercise a statutory cancellation right that applies to a distance contract, any refund owed will be processed in accordance with applicable legal requirements.

15. Partial Refunds

Partial refunds may be offered where an item is returned outside the eligibility requirements but is still in a resaleable condition, at our reasonable discretion.

16. Exchanges

If you would like to exchange an item for a different size or product, please contact us. Exchanges are subject to availability.

17. Store Credit

Where store credit is issued, it can be applied to future purchases and does not expire unless otherwise stated.

18. Final Sale Items

Items marked as final sale are not eligible for voluntary change-of-mind returns. This does not affect your statutory rights.

19. Orders Returned to Sender

If an order is returned to us due to an incorrect address or failure to collect, we will contact you to arrange redelivery, which may incur additional shipping costs.

20. Late or Missing Refunds

If you have not received an approved refund after the stated processing time, please check with your bank or payment provider first, then contact us if the matter remains unresolved.

21. Contact

For any return or refund enquiry, contact returns@plateauandsorrel.ca or call +1 (514) 555-0198. Our business address is 512 Rue Rachel Est, Le Plateau-Mont-Royal, Montreal, QC H2J 2K4, Canada.