Refund, cancellation and return policy
Cancellation of your order
It is possible to request a refund of your order free of charge, before it is shipped . We will then refund the full amount to your credit card or via the payment method used during the online purchase. For orders that have already been shipped, you will be responsible for the return costs incurred by this cancellation. Please contact a member of our team at info@vogelstjerome.com or 1 (866)432-3388 if you wish to cancel an order.
Merchandise return
Vogel St-Jérôme accepts returns of online orders 30 days after the date you received your package. After the 30-day period, no exchange or refund will be made unless there is a problem related to the use of the product.
We will refund the full amount of the item as long as it is intact and you have not opened and/or used it. To request a return, please contact a member of our team at info@vogelstjerome.com or 1 (866)432-3388. Insofar as the product has been used, we cannot refund the product unless there is an exceptional situation.
In this situation, the return costs are not assumed by Vogel St-Jérôme, but by the customer, unless there is an error on our part. The product must be sent securely so that it does not break during shipping, as originally sent by Vogel St-Jérôme.
Exchange
We only replace items that are faulty or damaged in transit or if a product is sent to you in error on our part. If you wish to proceed with an exchange for these reasons, contact a member of our team at info@vogelstjerome.com or 1 (866)432-3388. If the item was damaged during the initial transport following your order, we will replace the product free of charge. Refer to shipping policy for more information.
List of products not eligible for returns and refunds:
- Privilege Card (No cash value)
- Gift Card and/or Gift Voucher
- Personal hygiene products
- Clothes
- Items purchased as part of a liquidation
- Special Order Items
To return a product or order:
Vogel St-Jerome
AS: Return - Order online
2112 Boulevard du Curé-Labelle, St-Jerome, Qc, J7Y 1S8, Canada.
You absolutely must provide us with a tracking number on orders of $60 or more so that we can trace the order.
In order to benefit from advantageous prices on shipping, you can contact a member of our advisors at info@vogelstjerome.com or by phone at 1 (866) 432-3388 so that they can send you a shipping label. provided by Vogel St-Jérôme.
Steps to make a safe return of goods:
- Get in touch with a member of our team to ensure that the return and/or refund is authorized.
- Provide proof of purchase or your online order number so we can have a reference to process the return.
- Once the return has been approved, make sure to pack the products well in a cardboard box and make sure that they are well protected (that they cannot move in the shipping box) and that the fragile products are well packed in the original packaging.
- Mail the box to the following coordinates: Vogel St-Jérôme / AS: Return - Order online 2112 Boulevard du Curé-Labelle, St-Jérôme, Qc, J7Y 1S8, Canada.
- Provide us with a tracking number if the product shipped exceeds $60.
- Once the package has been received, we will issue the refund to your credit card or via the payment platform you used during your purchase.
- The refund may take up to 5 business days to appear on your bank statement.
We try to offer you the best shopping experience, from shopping to receiving your package! If you have any questions or a product arrives damaged, do not hesitate to contact us so that we rectify the situation as soon as possible.
Contact information:
Phone: 450-432-3388
Toll Free: 1-866-432-3388
info@vogelstjerome.com