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Return, exchange and refund

Return, Exchange and Refund Policy

RETURN

Making a Return for a non-defective product

When you receive an item that is not what you expected, it is important to contact us so that we can help you with your purchase. You can return an item that does not meet your needs within 10 days of receiving your order*. You are responsible for the return shipping costs in this case.

In order to benefit from a return, your item must be unused and in the same condition in which you received it. Your item must be carefully packaged and returned to us in perfect condition to receive your refund.

Gift cards cannot be returned.

Return by mail or to the shop

To make a return by mail or at the workshop, please contact our customer service to know the steps to follow:

  • By email at info@arbolcuisine.com
  • By phone at 1-418-714-2043

IMPORTANT

All return requests must be pre-authorized. No refunds will be given on returned orders that have not been approved by a member of our team.

Making a Return for a Defective or Damaged Product

When you receive an item and it is defective or damaged, it is important to contact us so that we can evaluate the situation and take the necessary steps to ensure that you are satisfied with your purchase. You have 10 days following the reception of your package to inform us of any problem concerning your order.

We treat this kind of problem on a case by case basis, it will be our pleasure to give you the necessary support when there is a glitch!

Return by mail or to the workshop

To make a return by mail or at the workshop, please contact our customer service to know the steps to follow:

  • By email at info@arbolcuisine.com
  • By phone at 1-418-714-2043

IMPORTANT

All return requests must be pre-authorized. No refunds will be given on returned orders that have not been approved by a member of our team.

We assume no responsibility for lost, stolen or damaged merchandise.

Exchange

The product you bought does not suit your needs, your tastes, or you simply changed your mind? No problem, you can exchange it for another item in available inventory.

When you receive an item that does not correspond to what you wanted and you would like to exchange it, it is important to communicate with us so that we can help you in your exchange. You can exchange an item that does not meet your needs within 10 days of receiving your order.

In order to benefit from an exchange, your item must be unused and in the same condition as when you received it. For the return, your item must be carefully packaged and it must be returned to us in perfect condition so that we can proceed with the exchange. You are responsible for the shipping costs in this case. In addition, you will be charged a shipping fee of 13.99$ so that we can ship your new item.

Gift cards cannot be exchanged.

IMPORTANT

All exchange requests must be authorized by a member of our team.

We assume no responsibility for loss, theft or damage to returned merchandise.

In the case of an exchange, the difference in price between the exchanged item and the replacement product is at the customer's expense.

Refunds

When we receive your item, it is thoroughly inspected. We will then send you an email to inform you of the receipt of your item and the decision to accept a full refund, partial refund* and/or to deny your refund request.

In that same email, you will be informed of the refund amount on your credit card or original payment method. There may be a delay of a few days between the receipt of the refund confirmation email and the appearance of the refund on your bank statement.

If within 5 business days of receiving the refund confirmation email you still have not received your credit, please contact your banking institution to find out more!

If you still have not received a reply, please contact us at or info@arbolcuisine.com so that we can verify your credit.

Gift cards cannot be refunded.

Important

Shipping and handling fees are not refundable. Only the price of the item, including taxes, is refundable when applicable.

We assume no responsibility for lost, stolen or damaged merchandise.

Partial Refunds

In certain situations, only a partial refund will be given: (if applicable)

  • Any item that is not in its original condition, is damaged, or has some parts missing for reasons that are not due to an error on our part.
  • Any item that is returned more than 10 days after the refund request.

Important

Shipping and handling charges are not refundable. Only the price of the item, including taxes, is refundable when applicable.

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