Refund policy

At CRUSOË, your satisfaction is our top priority, and we want to offer you peace of mind with every purchase on our online store.

If you have any questions regarding order modifications, returns, or exchanges, we invite you to contact our customer service team, who will be delighted to address all your inquiries. You can reach us via email at info@crusoe.ca or by calling us at 1-833-643-0308.

Warranty

We have full confidence in the quality of our products, which is why we offer a one-year manufacturer's warranty. This warranty begins on the date of delivery or pickup of your order and applies exclusively to manufacturing defects.

This warranty excludes wear and tear resulting from regular use, discoloration due to exposure to light or negligent product use, misuse, or accidents. Additionally, it does not apply to abnormal use, alterations, or commercial use. Please note that this warranty cannot be transferred or extended to items resold to a third party.

This warranty does not cover products purchased as final sale items.

Our items are non-refundable and non-exchangeable after 14 days of receipt. Therefore, it's essential to inspect your new items upon arrival. If you detect any manufacturing defects within 24 hours of receiving your purchase, please promptly notify our customer service with a minimum of two to four photographs. This will enable us to offer you the best solution, facilitate a potential exchange, and/or exempt you from return shipping fees.

Imperfections in Solid Wood Items

Solid wood items may eventually develop cracks, warping, or splitting over the years due to environmental conditions (such as heat or humidity). If these items have not been maintained according to our wood preservation guidelines, they will not be covered by our warranty.

Wood is an organic and living material that continually reacts to its environment. It's entirely normal for a wooden piece of furniture to evolve over time, adding to its unique character and natural beauty. Proper maintenance is crucial to preserving its beauty and extending its lifespan.

Returns, Exchanges, and Refunds

We understand that items may not meet your expectations or fit your space as you envisioned. We completely understand! Since your satisfaction is our priority, we offer you the option to exchange or return these items within 14 days of delivery or in-store pickup.

During this 14-day period, if you wish to take advantage of our return service, please contact our customer service team, as all requests must be authorized before proceeding with the return, exchange, or refund.

Once you have received authorization and the necessary documents, you can drop off the returned products at our warehouse free of charge. If you are unable to return them yourself, return fees will be applied based on your location and the size of the items to be returned, and will be deducted from the refund, if applicable.

To ensure the safety of the items during transportation, they must be returned in their original packaging and in the condition they were in at the time of purchase, without any signs of wear or damage (otherwise, reconditioning fees may apply, and if the original packaging is unavailable).

If you are unable to drop off the returned items at our store, it is also your responsibility to ensure they are ready for curbside pickup at the agreed-upon time with the delivery service.

For exchanges within the local delivery area, we will ship your new order and pick up your return simultaneously.

For long-distance deliveries, we will provide a return label and process your exchange once the item is received at our warehouse.

Please allow up to 14 business days for your return to be received. Once your items are back in our warehouse, they will undergo an inspection process that can take 10 to 30 business days. Refunds will be issued once this inspection is completed.

Modifying Your Order

When you place an order with CRUSOË, our team works diligently to get it to you as quickly as possible. Therefore, if you wish to make changes or cancel your order, it can be done as long as the items have not been packed or shipped. So, it's crucial to inform us as soon as possible.

If you want to remove an item that is already in the process of being delivered, please wait until you receive the item at your location and then contact our customer service, who will assist you accordingly.

Please note that canceling an order after it has been processed (packed or shipped) may incur restocking fees.

Items Damaged During Delivery

Unfortunately, accidents or mishandling during delivery can result in damage to your order, and your items may arrive in a damaged condition.

If your order sustains damage during transport, please send us at least two photos of the damaged items and packaging within 24 hours of receipt, along with your order number and name, to the following email address: info@crusoe.ca.

Our customer service team will be available to assist you with the necessary steps, depending on the situation.

Pickup and Return Address

156, Rte 117, Local A

Sainte-Anne-des-Lacs(QC) J0R 1B0

Opening Hours:

Wednesday to Friday from 10 am to 5 pm

Monday, Tuesday, and Saturday, by appointment only, from 10 am to 5 pm

Closed on Sundays