Return & Refund policy
Last Updated: August 20 , 2026
At Charlotte Québec, we want you to feel confident when shopping with us. This Return & Refund Policy explains how we handle returns, refunds, exchanges, damaged or defective products, incorrect orders, cancellations, and delivery-related issues.
We aim to make the return process as simple and transparent as possible while respecting the rights of our customers under applicable Canadian and Québec consumer protection laws.
1. Return Eligibility
If you have changed your mind about a purchase, you may request a return within 30 days of receiving your order, provided that the product meets the conditions described below.
To be eligible for a standard return, the item must generally be:
- Unused
- Unworn
- In its original condition
- Free from stains, marks, perfume, lotion, or other signs of use
- Returned with original packaging where applicable
- Returned with original tags, accessories, or other included components where applicable
Products that have been worn, used, altered, damaged after delivery, or returned in a condition that prevents them from being resold may not qualify for a standard change-of-mind refund.
This standard return policy does not limit any rights you may have under applicable consumer protection laws, including rights relating to defective, non-conforming, or incorrectly described products.
2. How to Request a Return
Before sending anything back, please contact us at:
Charlotte Québec
Email: info@charlottequebec.com
To help us process your request quickly, please provide:
- Your order number
- The email address used when placing the order
- The name of the product you wish to return
- The reason for the return
- Photos of the product where relevant
- Photos of the packaging if the item arrived damaged
Please do not send a return package before contacting us.
We will provide you with the appropriate return instructions if your request is approved.
Returns sent to an address that has not been provided or authorized by Charlotte Québec may be delayed or may not be processed correctly.
3. Return Shipping Costs
For a standard return because you have changed your mind, the customer is generally responsible for the reasonable cost of returning the product.
Original shipping charges, if any, may not be refundable for a standard change-of-mind return, except where applicable law requires otherwise or where the return is the result of an error on our part.
If you received a product that is:
- Damaged
- Defective
- Incorrect
- Materially different from what was described
please contact us before returning the item.
Where we are responsible for the issue, we will provide an appropriate solution in accordance with applicable law.
We recommend using a shipping service that provides tracking and proof of delivery when returning an item.
4. Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives.
If your item arrives damaged, defective, or different from the item you ordered, please contact us as soon as reasonably possible at:
Please include:
- Your order number
- A description of the issue
- Clear photographs of the product
- Photographs of the packaging, where applicable
After reviewing the situation, we may offer an appropriate remedy, which may include:
- A replacement
- A repair, where appropriate
- A refund
- Another remedy required under applicable consumer protection law
Québec consumer law provides protections for defective goods, and merchants may have obligations to repair, exchange, or refund defective products. Our policy does not limit those legal rights.
5. Exchanges
We may not be able to guarantee a direct exchange for every product, size, colour, or variation because availability can change.
If you would like a different product, size, or colour, please contact us at:
Where a direct exchange is not available, we may process an eligible return and you may place a new order for the preferred item.
Any exchange remains subject to applicable consumer protection laws and the specific circumstances of the order.
6. Refunds
Once your returned item has been received and inspected, we will review the return and determine whether it qualifies for a refund under this policy.
If your refund is approved, the applicable amount will generally be returned to the original payment method.
The time required for the refund to appear in your account may vary depending on your bank, credit-card issuer, payment provider, or other financial institution.
Where Québec law requires a refund following a valid cancellation, we will comply with the applicable statutory requirements. For certain online purchases that may be cancelled under Québec's Consumer Protection Act, the merchant generally has 15 days after receiving the cancellation notice to reimburse the consumer.
7. Products That May Not Be Eligible for Standard Returns
Certain products may not qualify for a standard change-of-mind return where returning the item would be inappropriate because of hygiene, safety, personalization, or the nature of the product.
Depending on the products offered by Charlotte Québec, this may include:
- Earrings or piercing jewellery
- Personal or hygiene-related products
- Personalized or customized products
- Gift cards
- Items clearly identified as final sale
- Products that have been worn or used
- Products damaged after delivery through customer use or improper handling
These exclusions do not remove any rights you may have where an item is defective, damaged upon arrival, incorrectly supplied, or otherwise subject to mandatory consumer protections.
8. Sale, Clearance, and Promotional Products
From time to time, Charlotte Québec may offer:
- Seasonal sales
- Promotional discounts
- Clearance offers
- Limited-time promotions
- Final-sale products
Unless a product is clearly identified as Final Sale, eligible products purchased during a promotion remain subject to our standard return policy.
Where a product is specifically marked Final Sale, it may not be eligible for a standard change-of-mind return, subject to applicable law.
A promotional discount does not remove any mandatory consumer rights that apply to defective, non-conforming, or incorrectly supplied products.
9. Order Cancellations
If you would like to cancel or modify an order, please contact us as soon as possible:
We will make reasonable efforts to accommodate cancellation requests received before an order has been processed or shipped.
However, once an order has entered processing or has been shipped, we may not be able to cancel it before delivery.
If the order can no longer be cancelled before shipment, you may request a return after receiving the product, subject to this policy and applicable law.
Nothing in this section limits any statutory cancellation rights that may apply to an online purchase under Québec consumer protection legislation.
10. Delivery Delays and Non-Delivery
We work with shipping and fulfillment providers to deliver orders within the estimated delivery timeframe displayed at checkout or otherwise communicated to you.
If your order is significantly delayed or has not arrived within the applicable delivery period, please contact us at:
We will review the order and, where appropriate, contact the relevant shipping or fulfillment provider to investigate the issue.
Québec consumer protection rules provide specific cancellation rights in certain circumstances where goods are not delivered within the applicable statutory timeframe. For example, when no delivery date was specified, certain online purchases may be cancelled if the goods have not been received within 30 days after the purchase.
Where a legally valid cancellation applies, we will provide the refund or other remedy required by applicable law.
11. Lost or Misdelivered Packages
If tracking information indicates that your package has been delivered but you cannot locate it, please contact us as soon as possible.
We may ask you to:
- Confirm your shipping address
- Check around your property
- Check with household members or neighbours
- Contact the shipping carrier
- Provide any relevant delivery information
We will make reasonable efforts to help investigate the situation.
The outcome may depend on the circumstances of the delivery, the shipping provider's investigation, and applicable consumer protection requirements.
12. Minor Product Differences
Product photographs are provided to give you an accurate representation of the products we offer.
However, minor differences may occur due to:
- Lighting conditions when photographs are taken
- Individual screen settings
- Display brightness
- Manufacturing variations
- Material variations
- Differences between production batches
Minor differences that do not materially affect the product's appearance, function, or quality are not necessarily considered defects.
However, if a product is materially different from its description or does not conform to what was represented at the time of purchase, please contact us so we can review the situation.
13. Return Processing
Once we receive your returned product, we will review its condition and determine whether it qualifies for a refund or other applicable remedy.
Please allow reasonable processing time after the return reaches us.
If additional information is required to process your request, we may contact you using the email address associated with your order.
14. Refunds for Orders with Multiple Items
If you return only part of an order, the refund will generally apply only to the eligible items that are returned and accepted.
If an entire order is cancelled or returned under circumstances where shipping costs must legally be reimbursed, the applicable shipping amount will be handled in accordance with the relevant legal requirements.
15. Your Statutory Consumer Rights
This Return & Refund Policy is intended to explain our voluntary return and refund procedures.
It does not remove, restrict, or replace any rights you may have under applicable consumer protection legislation.
In Québec, merchants are free to establish their own exchange and refund policies for ordinary change-of-mind purchases, but once a merchant establishes such a policy, it must respect the terms it has offered. Consumers may also have additional legal remedies in specific circumstances, including certain online-purchase cancellation situations and defective-product claims.
Nothing in this policy is intended to waive any consumer protection right that cannot legally be waived.
16. Questions About Returns and Refunds
If you have questions about a return, refund, exchange, damaged item, defective product, or delivery issue, please contact us.
Charlotte Québec
Québec City, Québec, Canada
Email: info@charlottequebec.com
We are happy to review your request and help determine the appropriate next step.