Refund Policy

Refund Policy

Last updated: April 2026

At La pouponnette, your satisfaction is our priority. We are committed to offering you quality products and exceptional customer service. If you are not entirely satisfied with your purchase, we are here to help.

1. Right of Withdrawal

In accordance with Canadian consumer protection laws, you have a period of 30 days from the receipt of your order to exercise your right of withdrawal, without having to provide any reason.

2. Refund Conditions

To be eligible for a refund, your item must meet the following conditions:

  • Be returned within 30 days of receipt
  • Be in its original, unused, and undamaged condition
  • Be in its original packaging with all labels
  • Be accompanied by proof of purchase (invoice or receipt)

3. Non-Refundable Items

For hygiene and safety reasons, certain items cannot be returned or refunded:

  • Personal hygiene items (teats, pacifiers, etc.)
  • Opened or used items
  • Items damaged by the customer
  • Sale or clearance items (except for manufacturing defects)

4. How to Request a Refund

To initiate a refund, please follow these steps:

  1. Contact us with your order number and reason for return
  2. Wait for our confirmation and return instructions
  3. Carefully pack the item in its original packaging
  4. Return the item to the address provided

5. Return Shipping Fees

5.1 Return for Change of Mind

If you return an item simply because you changed your mind, you are responsible for the return shipping fees.

5.2 Return for Defective Item or Error on Our Part

If the item is defective, damaged during delivery, or if we made an error in your order, we will cover the return shipping fees. Please contact us before returning the item.

6. Refund Processing

Once we receive and inspect your return, we will send you an email to confirm receipt and inform you of the approval or rejection of your refund.

If your refund is approved:

  • The refund will be processed within 5 to 10 business days
  • The amount will be credited to your original payment method
  • Depending on your financial institution, it may take a few extra days for the credit to appear in your account

7. Partial Refunds

In certain cases, only partial refunds may be granted:

  • Item showing obvious signs of use
  • Item returned without its original packaging
  • Item returned damaged for a reason not attributable to shipping

8. Exchanges

If you wish to exchange an item (size, color, different model), please contact us. We may not be able to accommodate you depending on product availability.

For more information on exchanges, please refer to our return and exchange policy.

9. Promotional or Sale Items

Items purchased on promotion or sale can be returned and refunded under the same conditions, unless otherwise stated at the time of purchase.

10. Defective or Damaged Items

If you receive a defective or damaged item:

  1. Contact us immediately with photos of the item and packaging
  2. We will assess the situation and offer you a replacement or a full refund
  3. Return shipping fees will be covered by us

11. Lost or Undelivered Packages

If your package does not arrive within the expected timeframe:

  • Check your order's tracking status
  • Contact us if the package is marked as delivered but you have not received it
  • We will open an investigation with the carrier
  • If the package is confirmed lost, we will send you a replacement or issue a full refund

12. Questions

For any questions regarding our refund policy, please contact us. Our team will be happy to assist you.

La pouponnette
Canada, Quebec
Website: lapouponnette.com