Refund policy

All sales are considered final, subject to applicable legal warranties and exceptions provided below. We do not offer exchanges, refunds, or warranties unless otherwise stated (e.g., Apple Care+ on certain Apple brand products). By ordering on our site, you agree to all displayed policies, in accordance with articles 1434 of the Civil Code of Quebec (C.c.Q.) and 54.4 of the Consumer Protection Act (LPC).  

CHAP Aubaines reserves the right to cancel an order, terminate it, or not process it if the price error of the merchandise is obvious or the available inventory is incorrect based on the legal basis of article 1400 of the Civil Code of Quebec (C.c.Q). The price is displayed on each product or on its packaging by an individual label. In some cases, it may be indicated in the immediate vicinity of the product. The policy is available in-store and on the website. 

We are a liquidation center, which means we liquidate surplus inventory, returns, and demos from major chains. Our products are all delivered in their original packaging  previously opened for verification, unless otherwise stated. Products are tested, verified, and functional upon resale.

If there is a problem, please write to us at commandes@chapaubaines.com within the timeframes indicated in our policy. Our team will follow up as soon as possible to assess the situation (note that customer service wait times are not considered a valid reason for a refund). Any claim made after the expiration of the return period from the date of purchase cannot be processed.

Please note that CHAP Aubaines cannot be held responsible if you order an item of a specific size, color, or style that does not suit you, as long as these characteristics are clearly described in the product sheet.

1. Product Classification
All our products are inspected, classified, and tested before resale. Each item is classified by grade according to its condition at the time of sale:

  • Grade 1: New product, sealed, in its original packaging.
  • Grade 2: New product, open box or without packaging.
  • Grade 3: Product used as a demonstrator, with possible signs of wear.

  • Grade 4: Damaged or incomplete product, sold in the "Seconde Vie" section. 

Each product sheet clearly specifies the assigned grade. When purchasing online, the customer can inspect the product upon receipt in-store. If the purchase does not match the description of the ordered product, an exchange will be arranged, in accordance with the provisions of article 40 of the Consumer Protection Act (LPC).

2. Online Sales Return Policy
Grade 4 corresponds to a final sale, with no possibility of return or warranty, due to the explicit mention of its defect. 

Any product verifiable in-store cannot be returned or refunded. Products from Grade 1 to 3 can be returned within 48 hours (calendar days) following receipt, if the product is unverifiable in-store and remotely.
All returns must be pre-authorized by our customer service, with a photo of the product and proof of purchase provided by the customer (invoice).
For hygiene reasons, underwear and swimwear are not eligible for return.

Returns are accepted without charge when a defect is found on the product. In case of a return motivated by personal preference (change of mind or dissatisfaction related to taste), this type of return is subject to a penalty. For orders of $49 or less, a fixed penalty of $5 will be applied. For orders of $50 or more, a penalty of 10% of the total amount will be deducted.

The product will be sent to the sorting center for inspection:

  • If a defect is found, an exchange will be offered as a priority. If this is impossible, a refund may be issued (in the form of a gift card or on the original payment method).
  • If the product is deemed non-defective, it will be returned to the customer for online purchases with delivery. In case of in-store purchase or order picked up in-store, the customer will be invited to pick up the product directly in-store.

No return will be accepted beyond 48 hours (calendar days) following the date indicated on the in-store purchase receipt or upon receipt of the product for an online order. However, the manager or assistant manager may exceptionally authorize a return within an extended period of 7 days (calendar days), provided a written and signed note is placed on the in-store purchase receipt at the time of purchase.

3. Promotions/Promotional Codes
Promotional codes cannot be combined with other ongoing promotions. If, due to a system error, a promo code is accepted in addition to an ongoing promotion, only the best of the two promotions will apply. However, the customer will be required to reimburse the difference. This does not constitute a legitimate reason to request a refund without penalty. 

It is impossible for us to apply a promotional code after the order is finalized. Some codes are limited to one use per customer. If so, save it for a future order.

We do not apply any price adjustments on already purchased products, even in the case of a subsequent promotion. Any product purchased online and eligible for a refund must be paid in full online, no deposit or partial payment is possible in compliance with article 54.3 of the Competition Act. 

4. Pickup Collection Deadline
You must pick up your order within 30 days following the order processing date. Otherwise, it will be canceled and a penalty will be applied to your refund. For any extension request, contact customer service at commandes@chapaubaines.com.

5. Cancellation Fees
In case of a cancellation request or return request, CHAP Aubaines will evaluate each situation individually. If the received product does not match the provided description or has an unspecified defect, you may be entitled to an exchange, repair, or refund in accordance with the Quebec Consumer Protection Act. However, reasons such as changes of opinion or subjective expectations not based on information provided by CHAP Aubaines may not be considered valid reasons for a return. In these situations, a refund may be granted partially or in the form of a gift card, at the discretion of CHAP Aubaines.

In case of cancellation, penalties are added: $5 for orders of $49 and less and 10% for orders of $50 and more. You will be notified by email 14 days before the refund.

In accordance with article 54.13 of the LPC, in the event of contract resolution, we have a period of 15 days to refund all amounts paid. On your side, it is mandatory to return the goods in their original condition within 15 days following the resolution or delivery, if it is later.

6. Contact
For more information, contact us via Facebook Messenger or by email at commandes@chapaubaines.com  

Please provide your order number, contact details, and a clear description of the problem. Personal information provided as part of a return or assistance request is processed in accordance with privacy laws in the private sector. For more information, see our privacy policy by clicking here.

All sales and return conditions apply to each purchase, except when legal warranties of use and quality provided in articles 37 and 38 of the LPC and article 1726 of the C.c.Q. are applied. These legal warranties apply even if the sale is final.

We are committed to handling each request diligently, in accordance with the principles of good faith outlined in article 1375 of the C.c.Q.

Update date: May 2025