Refund policy
Return, exchange and refund policy
Returned products must have been purchased no more than 15 days prior to the return, exchange or refund request.
All purchases made online or in store are subject to a 3% management, credit and restocking fee.
In the case of purchases made by installments with Sezzle or Shop Pay with Affirm, an additional 3% credit fee (for a total of 6%) is calculated.
These fees are applicable and will be charged for any return or refund requested by the customer and for which Pagaie Québec or its suppliers are not responsible.
The refund amount corresponds to the purchase price of the product(s) including taxes, less 3%. The deduction, calculated using the same method, will be 6% for purchases made with Sezzle or Shop Pay installments using Affirm.
Credit and debit card refunds are issued via the same payment method used for the purchase. For Interac purchases, the physical card must be presented for the refund to be processed.
Contact us at service@pagaiequebec.com to obtain prior authorization for a return or exchange. Alternatively, visit us in store and speak to customer service.
Products must be in new, unused condition with original packaging or tags still attached. Proof of purchase is required, and products will be inspected. We reserve the right to refuse a return, exchange, or refund if the above conditions are not met, or for a transaction made without an associated customer account (including name, phone number, and/or email address) or from a third-party customer account.
Intimate products, single-use items, gift certificates, books, course registrations, demo products and boats, BLEM and open-box products, items from the Clearance Collection, items purchased at more than 40% off, latex seals, carabiners, ropes, cordage, and other items sold by the meter are final sale. Special orders and institutional sales are also final sale unless otherwise notified in writing by us. Mustang Survival CO2 cartridge products and food products are also final sale.
Shipping costs are non-refundable. If an exchange requires the shipment of a replacement product, the standard shipping rate (excluding promotional offers) will apply.
Unless there is a manufacturing defect validated by the manufacturer, special orders are not exchangeable or refundable.
Exchanges can be made free of charge within 15 days of purchase. If a balance is owed to the customer after the exchange, a 3% handling and restocking fee (or 6% for installment purchases) will be charged on the amount to be refunded.
At the customer's discretion, the outstanding balance can either be kept in their online account for future use or issued as a gift voucher. In these cases, no credit fees will be charged.
Customers wishing to save on shipping costs have 15 days to pick up their purchases in-store, unless they make arrangements with a store manager. After this period, our team will attempt to contact the customer by phone and/or email to notify them. This notification is considered final. If we do not hear from the customer or they continue to delay picking up their purchase, the sale will be considered canceled 30 days after the purchase date. The refund policy will then apply, and the refund will be issued solely as a store credit to the customer's account.
For pre-orders placed less than 60 days ago, exchanges or refunds are possible. Refunds are subject to a 3% inventory management, credit, and restocking fee. For cancellations where a cash refund is requested, we will charge this 3% fee on the entire transaction amount (including taxes). This amount will be deducted from the deposit paid at the time of pre-order.
For pre-orders placed 60 days or more ago, exchanges are not possible. Only refunds will be accepted. These will be subject to a 3% inventory management, credit, and restocking fee. In the event of cancellation and a cash refund request, we will charge this 3% fee on the entire transaction amount (including taxes). This amount will be deducted from the deposit paid at the time of the pre-order.
Rules applicable in the event of a cancellation requested by the customer and for which Pagaie Québec or its suppliers are not responsible. Delivery delays are not considered a situation involving the responsibility of Pagaie Québec or its suppliers. For a delay to be considered valid, the expected delivery date must have been communicated to the customer in writing at the time of pre-order, along with product details, by an authorized representative of Pagaie Québec.
Refunds can take up to 10 business days, depending on the payment method used, the issuer or the banking institution.
Guarantee
Please note that our suppliers' warranties take precedence and apply at all times, with the exception of our demo products, which are covered by a 45-day warranty unless otherwise stated. If you experience any issues with a product purchased from us, please contact us first to find out the procedure. We can guide you through the steps to claim under the applicable warranty.
Do not ship defective items to us without prior written authorization. Items returned for warranty service must be properly cleaned beforehand. We will refuse to process dirty items.
We reserve the right to refuse warranty service for items purchased from another retailer. Additional charges may apply.
Always contact us BEFORE starting any process if you wish to request our assistance for a guaranteed service.
Note that the latex seals of waterproof and semi-waterproof clothing are never guaranteed.
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Pre-order: exceptions
Where indicated, certain pre-ordered goods are subject to a 15% inventory handling fee. In the event of cancellation by the customer, we may charge this same 15% fee.
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Special order
Goods purchased via special order are final sale. They are non-refundable and non-exchangeable. Special order items are subject to a 50% inventory handling fee. In the event of cancellation by the customer, we may charge the same 50% fee.
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To make a return, you must present us with a receipt or proof of purchase.
Please do not return your purchase to the manufacturer or directly to Paddle Quebec. Contact us to obtain your return authorization.
Refund (if applicable)
Once we have received and inspected the returned item, we will send you an email to confirm receipt. We will also inform you of our decision regarding the approval or rejection of your refund request.
If your request is approved, then your refund will be processed, and a credit (less any applicable fees) will automatically be applied to your credit card, original method of payment, or gift certificate within a few business days.
There are certain situations where only a partial refund can be considered, at the sole discretion of Pagaie Québec.
- Any item that is not in its original condition, is damaged, or has missing parts for reasons not due to our error.
- Any item that is returned more than 15 days after delivery.
Late or missing refund (if applicable)
If you have not received your refund yet, please check your bank account again first.
Next, contact your credit card issuer, as there may be a delay before your refund is officially posted.
Next, contact your bank. There is often a processing time required before a refund is posted.
If, after completing all these steps, you still haven't received your refund, please contact us at boutique@pagaiequebec.com.
Sale items (if applicable):
Items discounted by more than 40% (whether through direct or combined discounts) are not refundable and are considered final sale.
Exchanges (if applicable):
We only replace items if they are defective or damaged, and only after our inspection. Pagaie Québec's decision is based, in particular, on the terms and conditions of the supplier involved, regarding their repair, replacement, or warranty policy.
If you would like to exchange your item for the same one, please email us at service@pagaiequebec.com to obtain your return number. We will then contact you, and you can send us your item.
Gift:
If the returned item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return. Once we receive the returned item, a gift certificate will be emailed to you.
If the item wasn't marked as a gift when purchased, or if the gift giver preferred to receive the item first to give it to you later, we'll send a refund to the gift giver, and they will be notified that you returned the item.
Shipping:
To return a product, you must mail it after receiving authorization from the store manager, who will provide you with a return authorization number. Ship to:
Pagaie Quebec
Authorization #_ _ _ _ _
3180, chemin Sainte-Foy
Québec, QC
G1X 1R4
All authorized returns must be sent with the required precautions and in suitable packaging, clearly including the order number.
You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the return shipping cost will be deducted from it.
Depending on where you live, the time it takes to receive your exchanged product may vary.
If you are shipping an item worth over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.