Refund policy

Incomplete order or missing product

It may happen that we may not be able to ship a specific product or that a handling error occurs while preparing your order. A specific product may be back ordered or discontinued between the moment you place your order and the moment that its shipped. Laura Secord will take all the necessary precautions to ensure that the products that you ordered are available at the time of your order. Should you receive an incomplete order, Laura Secord will give you an online store credit equivalent to the purchase price of said item in Canadian dollars(including applicable taxes). It is also possible that a specific product be forgotten during the preparation of your order, in which case we will also give you an online store credit for the missing product. The request must be placed within 7 days of the receipt of the packing, without exceptions. We do not ship replacement product.

Damaged products during shipment

A damaged product is a product that has not been received in the same condition that it was in at the time of shipment. For example, the consumable product itself has been crushed. In such an event, Laura Secord will give you an online store credit for the value of the defective or damaged product upon receipt of a photo depicting the damage of the product, its box and its packaging to Laura Secord s.e.c. (Laura Secord) 550, Avenue Godin, Quebec, G1M 2K2 or customerservice@laurasecord.ca. The request must be placed within 7 days of the receipt of the packing, without exceptions. We do not ship replacement product.

Defective products

If the product received is defective, please send us a picture clearly depicting the defect to Laura Secord s.e.c. (Laura Secord) 550, Avenue Godin, Quebec, G1M 2K2 or customerservice@laurasecord.ca. If Laura Secord is able to confirm that the product is defective, you will be reimbursed the amount equivalent to the purchase price of said item in Canadian dollars(including applicable taxes). The request must be placed within 30 days following delivery. We do not ship replacement product.

Undelivered package

If for some reason your order was never processed by us within 10 business days following payment or was never delivered by Canada Post within 21 days following the estimated delivery date supplied by Canada Post, we will investigate the matter and your order will possibly be eligible for a refund equivalent to the purchase price of said item in Canadian dollars (including applicable taxes).

Returned packages

Concerning online orders, if the client makes an error and the package is returned to Laura Secord (example: wrong address on order, package not claimed) these orders are non-refundable. It is the clients’ responsibility to verify the delivery information and payment details on the website when confirming their order. If the client makes an error and the package is returned to us, Laura Secord offers the possibility to return the package to a new address; however, the extra shipping charges are to be paid by the client as well as an administrative fee of $15. Laura Secord’s distribution centre will retain all returned packages for a period of one (1) month after the returned delivery date. After this period, there will be no possibility of reshipping the package. We suggest that you verify your online order, shipping information and payment details on our Website before finalizing the order. If the package is not returned to Laura Secord due to client error, there will be no possibility of reshipping or reimbursement. In the event that the error is Laura Secord’s, it will be corrected by Laura Secord without charge.

 

IMPORTANT: Once an order has been confirmed, it is not possible to cancel the order. Be sure to check all order details before you confirm it.