Return and Refund Policy

RETURNS

Please note that we do not offer free returns. Return shipping costs may be reimbursed in certain cases.

Returns

Is it possible to return an order?
Yes, it is possible.

If you are not satisfied with the products you ordered, you have the option to return them within 30 days from the date of receipt.

In this case, the order must meet the following conditions:

  • The order must include all appropriate parts and components, and the packaging must be in its original condition, identical to how the product was received.

  • The product must have been handled properly; damage resulting from negligent handling is excluded.

  • For products where hygiene is an important factor, the product must be properly cleaned before initiating the return process.

  • The product must be reported as defective immediately upon receipt.

  • We reserve the right to charge shipping costs to the customer.

Returns are processed within 7 business days and, if the conditions are met, the return will be officially accepted within this period.

We reserve the right to refuse returned goods if we suspect they have been used or damaged — unless this is due to our responsibility.

How can I return my order?

If your order meets the conditions mentioned above, please follow these steps to initiate the return process:

Send an email to:
support@emilyquebec.com

Please make sure the email contains the following information:

  • Order number

  • Reason for the return request

  • Photo of the product, if it is damaged

  • Customer’s first and last name

  • Customer’s address

After contacting us, we will respond and provide you with the exact return address.

Never return the product to the original shipping address — we will provide the correct address after you contact us.

As the customer, you are responsible for the shipping costs associated with returning the product.

Right of Withdrawal

The consumer has a right of withdrawal under the following conditions, provided that they are a natural person entering into the legal transaction primarily for non-commercial or non-professional purposes.

A. CONDITIONS OF WITHDRAWAL

Right of Withdrawal

The withdrawal period is 30 days from the day on which you, or a third party designated by you other than the carrier, received or accepted the goods.

Since Emily Quebec uses a fully automated system, order processing begins immediately after the order is confirmed.

Therefore, we cannot stop the shipping process before delivery, and a refund cannot be issued before the returned goods are received.

To exercise your right of withdrawal, you must inform us (Emily Quebec) of your decision to withdraw from the contract by means of a clear statement (for example, by email).

The withdrawal is considered complete once the goods have been returned to us.

The return shipping costs are the responsibility of the customer.

Orders in Transit

Since Emily Quebec products are shipped from Asia, longer delivery times may occur, which are beyond our control.

If the goods are already in transit, withdrawal is not possible.

Please wait until you receive the goods, then initiate the return process.

Of course, you may inform us in advance of your intention to withdraw.

To ensure faster return processing, please send us the shipping receipt (tracking number).

Consequences of Withdrawal

If you withdraw from this contract, we will reimburse all payments received from you, excluding shipping costs (and any additional costs resulting from choosing a delivery method other than our least expensive standard option), without undue delay and no later than 14 days from the day we receive notification of your withdrawal and the returned goods.

Refunds will be made using the same payment method used for the original transaction, unless expressly agreed otherwise; no fees will be charged for the refund.

IMPORTANT NOTICE

ALL RETURNS MUST BE SENT TO THE MAIN ATELIER QUÉBEC WAREHOUSE IN ASIA AT THE CUSTOMER’S EXPENSE.