Return Policy

At CARTIER, we strive to satisfy our customers. Our satisfaction rate is at 97% and our error rate is less than 0.02%. Although the risk is low, errors can occur on both sides.

Therefore, CARTIER accepts the return of merchandise when the following conditions are met:

• Merchandise must be in good condition in its original packaging;
• You must have contacted a CARTIER customer service representative and obtained a return authorization number;
• The maximum period of 30 days following the delivery date of the merchandise must be respected.

 

CARTIER reserves the right to charge a 15% fee on the invoice price of returned goods. In the case of special orders, no returns are accepted.

 

What should you do if we have not delivered the right product or if it has arrived damaged?

Know that you have two options:

1. Should you receive a damaged item or an item sent by error, you can return the item at our expense.

• You will need to contact a Customer Service Advisor to obtain a Return Merchandise Authorization Number. Please have your order number on hand.
• Generally, the transportation used for delivery will be the preferred one for the return.
  • If the item was shipped to you by our truck fleet, we will pick up the merchandise on our next run in your area.
  • If the item was sent to you by carrier (Dicom), we will e-mail you a prepaid shipping label and instructions to make the return.

Please allow approximately 5 business days after reception of the merchandise for a refund via the payment method used when order was placed.

2. We can also correct the situation by exchanging goods (either the same article if it was damaged, or the right article if there was an error on our part during the preparation of your order).

• You will need to contact a Customer Service Advisor to obtain a Return Merchandise Authorization Number. Please have your order number on hand.
• Generally, the transportation used for delivery will be the preferred one for the exchange.
  • If the item was shipped to you by our truck fleet, and the merchandise is still in stock, we will make the exchange the next business day we are in your area.
  • If the item was sent to you by carrier (Dicom), we will e-mail you a prepaid shipping label and instructions to make the return. The replacement product will then be sent within 2 to 5 working days of receiving the returned item.

 

What should you do in the case that you have not ordered the right product?

You must first contact a CARTIER Customer Service Advisor to obtain a Return Merchandise Authorization Number. Please have your order number on hand.

You must then send the item (s) you wish to return to the following address:

• 2325, Industrial Boulevard, Saint-Césaire, J0L 1T0 (QC)

Items should be returned in a sturdy packaging, the same kind as the one in which your items arrived. Please note that shipping fees will be at your expense. No returns in person will be accepted.

Please allow approximately 5 working days after reception of the items to receive a refund via the payment method used when placing order.