Return and refund policy

In-store sales

You can request a refund up to seven days after purchase. If you wish to exchange a product, you must do so within 14 days. No exchanges or refunds are accepted on gift cards, final sale products, special orders, Christmas decorations purchased on sale or during the Boxing Day. In the event of an exchange, the replacement product(s) are automatically considered as final sale. No offer can be combined with any other promotion (Advantage Card, in-store discounted product(s), etc.). During the Boxing Day Sale, no price adjustment is made on sale merchandise purchased at regular price before the promotion begins. The Office de protection du consommateur indicates that the law does not require the merchant to give the discount.

Online sales and return/refund requests

It is the customer’s responsibility to verify the contents of their order upon receipt of the package. If a product arrives damaged, one or more items are missing, there is an error in your order, or you are not satisfied with your purchase, you must notify us within seven days of receiving your order by completing the form below to make an exchange or obtain a refund. A member of our team will contact you within the next 24 to 48 working hours to authorize the return and give you the procedure to follow. Once the return has been authorized, the product must be returned within 14 days. Unless the product arrived damaged, please note that you will be responsible to pay for the return shipping costs. All products must be returned in perfect condition, in their original packaging, with all documentation and all parts and accessories in order to obtain full credit. Due to the large number of emails received, please wait to be contacted after submitting the form below. – No exchange or refund is accepted in store. – No promo code can be applied after the order is placed, due to the volume of orders and the management involved. It is your responsibility to add the promo code at the time of ordering. If you forget to add it, you will be able to use it for a future order. – No offer can be combined with any other promotion (Advantage Card, in-store discounted product(s), online promo code, etc.).   – No exchanges or refunds are accepted on gift cards, products marked Final Sale, special orders, Christmas decorations purchased on sale or during the Boxing Day.   *During a promotion, please note that Décors Véronneau does not refund the difference between the original price and the discounted price when the delay between the purchase of a product and the beginning of a promotion exceeds our return/refund policy, which is seven days. The Office de protection du consommateur also states that the law does not require the merchant to provide the discount.  This policy does not apply to the Black Friday Sale and the Boxing Day Sale; once the sale begins, no price adjustments will be made on sale merchandise purchased at regular price before the promotion begins.

Precisions for custom online orders

No exchange or refund are accepted (unless a product is broken during delivery or there’s an error in the order*). All special orders are final sales (including green walls, bouquets, handmade trees and any other custom arrangements).

It is the customer’s responsibility to verify the dimensions of the desired arrangement before ordering. By proceeding with one of our suggestions, we consider that you have verified and accepted the dimensions, colors, plants used and other relevant details.

When you place a special order for a custom product, our craftsmen try to reproduce the image provided as closely as possible. However, because they are handmade, our arrangements may differ slightly from one another. This is what makes them so unique! If you feel that the arrangement you received is too different, Décors Véronneau will analyze your request with your pictures, but reserves the right not to grant your request for return or exchange.

* The customer is responsible for verifying the contents of the order upon receipt of the package. You must inform us within seven days of receipt by completing the form below to make an exchange or obtain a refund. A member of our team will contact you within 24 to 48 business hours to authorize the return and provide you with instructions. Once the return is authorized, the product must be returned within 14 days.