Refund policy
If for any reason you are not 100% satisfied with your purchase within 14 days of receipt, you may request to return any merchandise, for an exchange or store credit (less shipping shipping and handling).
It is possible to return only one product per order, if it included several items. This policy is applied with the aim of preventing abuse.
For any return, please send a request for assistance by email to info@mathieublanchard.ca to explain the reasons for your request. Following your explanations, our customer service representatives determine and validate eligibility for returns. Returning packages without prior approval from Customer Service may be refused, interrupted or delayed.
Any item that has received return approval, must be returned in its original (new) condition, unused and with the original tags attached. Requests to return items due to quality issues, damage during shipment, color, style or pattern or size error must be accompanied by photos or other evidence that clearly shows the problem with the item received. We reserve the right to charge shipping or handling fees on all items returned for reasons other than those stated in this policy.
RETURNS AND EXCHANGES
Do not return any product yourself without obtaining prior authorization.
To make a return, contact customer service by email → info@mathieublanchard.ca or by phone → 1 (450) 531-7061
All merchandise must be accompanied by the support ticket assigned to you by customer service or a note, invoice or proof of purchase (order number or order details). It must be returned in the original packaging (as much as possible), within a maximum of 14 days after the delivery date for an exchange or credit to be eligible.
Non-returnable items include:
- Gift cards
- special orders
- Items $1000CAD or more
- Reasons not due to our error
- Items that have been personalized (size adjustment, engraving, etc.)
Piercing category jewelry
- Any item that is not in its original condition
- Any item damaged or with missing parts
- Items on sale or at a discount (10% discount or more)
- Unique jewels, which have to be made (examples of collections: Jean Bastien, Caroline Savoie, Serafino, Christine Dwane, RMR)
The returned product must not have been used, not have been engraved or personalized and in its original condition. Credit is subject to merchandise review by the mathieublanchard.ca team. Any merchandise damaged or altered by a jeweler other than mathieublanchard.ca cannot be returned.
REFUNDS (IF APPLICABLE)
Once your return is received and inspected or order cancellation request (prior to shipment), we will email you to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, your refund will be processed and you will automatically receive store/online store credit which will be issued on a gift card that you will receive by email. We reserve the right to charge handling and shipping fees on all returned items. * Orders by bank transfer are refundable only by gift card.
LATE OR MISSING REFUNDS (IF APPLICABLE)
If you haven't received your refund yet, it may take some time for the team to process your refund. There is often a processing time before a refund is issued.
If after 3 days of receiving your return in store and you still have not received your refund, please contact us by email → info@mathieublanchard.ca or by phone → 1 (450) 531-7061
CREDIT CARD REFUNDS OR ORDER CANCELLATION (IF APPLICABLE)
Recent changes to the PayPal and Shopify Payments Terms of Service:
- Effective October 11, 2019: Paypal will no longer refund the original transaction fee when you refund a customer.
- This policy will not apply to duplicate, canceled or disputed transactions.
- This policy also applies to payment made directly by credit card.
There is no charge to process a refund.
As we have no control over the service fees related to payments, refunds will be deducted by 3.9% (Canada) or 4.9% (USA)
IDENTITY CONFIRMATION FOR MAJOR TRANSACTIONS
As part of our ongoing efforts to prevent fraud and ensure the security of large transactions, we would like to inform you that additional identity confirmation is required for all transactions with a value equal to or greater than 2000$CAD.
This process may include a brief video call with our designated manager to verify your identity. We understand that this may be perceived as a constraint, but this measure is intended to protect your interests and prevent any attempt at fraud.
DELIVERY
You will be responsible for paying your own shipping costs to return your item. Unless the return is due to an error on our part in the order, such as wrong length or color.
Shipping and handling charges are non-refundable. If you receive a refund, these fees will be deducted from your refund.
Depending on your place of residence, the delivery time may vary for the receipt of your product.
If you are shipping an item that is expensive, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.
RETURN ADDRESS
Our adress:
Mathieu Blanchard
30 rue Johnson
Granby, QC J2G 6T1
Canada