Return and Exchange Policy

Return and Exchange Policy

Last updated: April 2026

At La pouponnette, we want you to be completely satisfied with your purchase. If an item isn't right for you, we're here to help with our flexible return and exchange policy.

1. Return and Exchange Period

You have 30 days from the date you receive your order to return or exchange an item.

2. Conditions for Returns and Exchanges

To be eligible for a return or exchange, your item must:

  • Be in its original, unused, and undamaged condition
  • Be in its original packaging with all tags attached
  • Be accompanied by proof of purchase (invoice or order confirmation)
  • Not be an excluded item (see section 3)

3. Items Not Eligible for Returns and Exchanges

For hygiene, safety, and health reasons, the following items cannot be returned or exchanged:

  • Personal hygiene items (open pacifiers, soothers, bottles)
  • Open or used baby care items
  • Items in direct contact with baby's skin, if opened
  • Personalized or custom-made items
  • Gift cards

4. How to Make a Return

To return an item, follow these simple steps:

  1. Contact us indicating:
    • Your order number
    • The item(s) you wish to return
    • The reason for the return
  2. Wait for our confirmation and return instructions via email
  3. Carefully package the item in its original packaging
  4. Include a copy of your invoice or order confirmation
  5. Ship the package to the address provided in our instructions

Important: Do not send your return without having received our authorization and instructions.

5. How to Make an Exchange

If you wish to exchange an item (different size, color, or model):

  1. Contact us specifying:
    • Your order number
    • The item you wish to exchange
    • The item you wish to receive in replacement
  2. We will check the availability of the desired item
  3. If available, we will send you exchange instructions
  4. Return the original item according to our instructions
  5. We will ship the new item upon receipt of your return

6. Return and Exchange Fees

6.1 Return or Exchange for Change of Mind

If you return or exchange an item because it's not suitable or you've changed your mind, you are responsible for the return shipping costs.

6.2 Return or Exchange for Defective Item or Error

If the item is defective, damaged during delivery, or if we made an error in your order:

  • We will cover all return shipping costs
  • We will send you a prepaid return label
  • The exchange or refund will be processed as a priority

6.3 Shipping Costs for Exchanges

For exchanges, shipping costs for the new item are free if the exchange is due to a defect or error on our part. Otherwise, standard shipping fees apply.

7. Processing Returns and Exchanges

7.1 Inspection

Once your return is received, we will inspect it within 3 to 5 business days. We will send you an email to confirm receipt and the item's condition.

7.2 Approval

If your return or exchange is approved:

  • For a refund: it will be processed within 5 to 10 business days to your original payment method
  • For an exchange: the new item will be shipped within 2 to 3 business days

7.3 Refusal

If your return is refused (damaged, used, or non-compliant item), we will inform you by email, and you can choose to:

  • Retrieve the item (return shipping at your expense)
  • Donate the item

8. Defective or Damaged Items

If you receive a defective or damaged item:

  1. Contact us immediately (ideally within 48 hours)
  2. Provide clear photos of the item and packaging
  3. We will assess the situation quickly
  4. We will offer you:
    • A free replacement with expedited shipping
    • A full refund
    • Store credit with a courtesy bonus

9. Order Error

If we made an error in your order (wrong item, wrong size, etc.):

  • We will cover all return and exchange costs
  • We will send you the correct item as a priority
  • We will offer you a commercial gesture for the inconvenience

10. Package Damaged Upon Delivery

If your package arrives damaged:

  1. Take photos of the package and its contents
  2. Note the damage on the delivery border if possible
  3. Contact us immediately with the photos
  4. We will open a claim with the carrier
  5. We will send you a replacement or process a refund

11. Refunds

For more details on our refund policy, please refer to our Refund Policy .

12. Satisfaction Guarantee

Your satisfaction is our priority. If you encounter any problems with your order, please contact us. We will do our best to find a solution that works for you.

13. Questions

For any questions regarding our return and exchange policy, our customer service team is here to help. Contact us and we will get back to you as soon as possible.

La pouponnette
Canada, Quebec
Website: lapouponnette.com