Return Policy

Last updated: 23 / 06 / 2022

We understand that sometimes things don't go as planned and you just want your money back. Rest assured, we are here to support you and guide you through the return and refund steps. You can contact us directly by email at commande.smith@gmail.com.

Returns

All items sold on our smithcafe.com website that have been ordered can be returned, provided they meet the conditions listed below.

You have 30 days to return an unwanted item to us from the delivery of your order to your home.

We do our best to ensure that you are refunded within 14 business days of receiving the returned item.

If you request a refund for an item within the time frame mentioned above but cannot return it to us for some reason, please contact us. However, any refund will be at our discretion.

We do not accept returns of unwanted items after the corresponding return period above. If you attempt to make a return, we may need to ship it back to your default shipping address and ask you to bear the shipping costs.

responsibilities

To make a return, you must present us with a receipt, invoice or other proof of purchase proving that you are the originator of the order.

Returned items are your responsibility until they reach us, so be sure to get proof of postage in case you need to contact us regarding your return!

We are not responsible for any items returned to us in error. If we are able to locate the items (this is not always possible) and you want them returned to you, we may ask you to bear the cost of delivery.

Delivery and mailing

Our delivery times are currently between 24 hours and 30 working days, from the date of order.

Original conditions

For hygienic reasons, some items cannot be returned:

  • Perishable items of the food type if the packaging has been opened or the product opened / consumed;
  • Articles of clothing if the tag has been removed or the item has been worn.

Other items cannot be returned and therefore cannot be refunded:

  • Gift cards ;
  • Coffee subscriptions;
  • Any item which is not in its original condition, which is damaged or which has certain parts missing for reasons which are not due to an error on our part;
  • Any item that is returned more than 30 days after delivery.

If the item you return to us is damaged, worn, or in poor condition and therefore cannot be resold, we will not be able to refund you and may need to resend it to you (and ask you to bear the cost of delivery). All items are inspected upon return. To receive a full refund, all returned items must not have been used / worn and must be in the same condition you received them with their original packaging, with all tags still attached / glued (for example, the reusable filter must be returned in the original box you received).

Exchange

If you would like an item in a different size, origin or color, you will need to return the item in question to us (see RETURN steps above) and place a new order.

We only replace an item if it is defective or damaged. If in this case you wish to exchange it for the same article, send us an e-mail to commande.smith@gmail.com and send us your article to:
201 3e Avenue, Quebec, QC, G1L2V7, Canada.

Depending on where you live, the time required to receive your exchanged product may vary.

Sale item

Only regular priced items are eligible for a refund. Unfortunately, sale items are not refundable.

Gifts

If the returned item was identified as a gift at the time of purchase and it was sent to you directly, you will receive a gift credit equal to the value of your return. Once we have received the returned item, a gift certificate will be mailed to you.

If the item has not been identified as a gift at the time of purchase, or if the gift giver preferred to first receive the item for you later, we will send a refund to the gift giver and they will know that you have returned the item.

Return Steps

1. To return an item, please first contact us at the following email address: commande.smith@gmail.com indicating the name of the product, the reasons for the return and attaching proof of purchase (receipt, invoice).

It is important to note that a return authorization must be issued by La Maison Smith to the customer. Maison Smith will then provide you with a return number which will serve as a reference. Do not return your product without first having a return number.

2. Return the item in question to the following mailing address:

La Maison Smith 201 3e Avenue, Quebec, QC, G1L2V7, Canada.

You are responsible for paying your own shipping costs to return your item. Shipping costs are not refundable. If you receive a refund for the returned item, the return shipping cost is not included.

In the case of an exchange of items, the time it takes to receive your exchanged product may vary depending on where you live.

If you are shipping an item valued over $ 75, you should consider using a delivery service that allows you to track the shipment or purchase delivery insurance. We cannot guarantee that we will receive your returned item.

3. Once we receive and inspect the returned item, we will email you to confirm that we have received it. We will also notify you of our decision to approve or reject your refund request.

If your application is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within a certain number of days.

If you have not received your refund yet, please check your bank account first.

Then contact the credit card issuer, as there may be a delay before your refund is officially posted.

Then contact your bank. There is often a processing time required before a refund is posted.

If you've done all of this and you still have not received your refund yet, please contact us at commande.smith@gmail.com.

Correct use

If we see an unusual pattern of returns, for example, if we suspect that a customer is wearing and using the items ordered and then returning them for a refund, or that he / she is ordering and excessively returns items, or if we find that he / she is returning items that do not match what he / she ordered, we may be required to deactivate his / her account and all associated accounts. If this happens to you and you believe we have made a mistake, please contact us at the following email address:
commande.smith@gmail.com and we will be happy to discuss this with you. Please note that we reserve the right to take legal action against the customer who returns items that he / she has not ordered.

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