Policy on Returns / Exchanges and Refunds
6402 ROUTE TRANSCANADIENNE, ST LAURENT, QUEBEC, CANADA H4T 1X4
- Defective items: If the whole order is returned; you will receive a full refund. If only a part of the order is returned; you will receive a refund for the items being returned only.
-
Non-defective closed items: Please be advised that the cost of shipping will not be refunded. The total amount refunded will be the item amount only. *There will also be a mandatory restocking fee between 10 and 30% for non-defective items, depending on the item.
- Non-defective opened items: Please be advised that the cost of shipping will not be refunded. If you are not happy with the item you received, you can return it for a refund minus a restocking fee. *Some products cannot be returned such as OEM items, sports trackers, headphones/earphones, etc. For the full list of which items can be returned, please follow our guarantee table guideline.
We want you to enjoy your shopping experience! If you are not 100% satisfied with your purchase, our returns policy allows you to return (most) products to us within 30 days of receiving your order. Just make sure the product(s) is in its original condition.
You are entitled to cancel Your Order within 30 days without giving any reason for doing so.
The deadline for cancelling an Order is 30 days from the date on which You received the Goods or on which a third party you have appointed, who is not the carrier, takes possession of the product delivered.
In order to exercise Your right of cancellation, You must inform Us of your decision by means of a clear statement. You can inform us of your decision by:
- By email: ecom@cnpy.ca
- By phone: +1 514-344-4228
We will reimburse You no later than 14 days from the day on which We receive the returned Goods. We will use the same means of payment as You used for the Order, and You will not incur any fees for such reimbursement.
In order for the Goods to be eligible for a return, please make sure that:
The Goods were purchased in the last 30 days The Goods are in the original packaging
The following Goods cannot be returned:
- The supply of Goods made to Your specifications or clearly personalized.
- The supply of Goods which according to their nature are not suitable to be returned.
- The supply of Goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
- The supply of Goods which are, after delivery, according to their nature, inseparably mixed with other items.
We reserve the right to refuse returns of any merchandise that does not meet the above return conditions at our sole discretion.
Only regular-priced Goods may be refunded. Unfortunately, Goods on sale cannot be refunded. This exclusion may not apply to You if it is not permitted by applicable law.
We do not accept returns outside the 30-day period (i.e. after 30 days of receiving your order). If you make a return, we may send it back.
You are responsible for the cost of returning the goods to us. If you would like to return your package, please contact us Via email: ecom@cnpy.ca Via phone: +1 514-344-4228 Via our online contact us form
The package should be returned to:
6402 ROUTE TRANSCANADIENNE
ST LAURENT, QUEBEC
CANADA H4T 1X4
*Kindly note, we cannot be held responsible for items damaged or lost in return shipment. Therefore, We recommend an insured and trackable mail service.
We are unable to issue a refund without actual receipt of the items or proof of received return delivery. Once your return is received and inspected by our fulfillment center (usually within 2-3 business days) for damage or misuse, we will process the refund and a credit will be automatically applied to your original method of payment.
Please Note: It may take an additional 2 - 4 business days for your credit to post to your account. Shipping is non-refundable. We will use the same means of payment as you used for the order, and you will not incur any fees for such reimbursement.
Sorry to hear that! We do all we can to package items for safe delivery. If your items were damaged in transit, please contact us within 7 days of delivery of your order. Via email: ecom@cnpy.ca Via phone: +1 514-344-4228 Via our online contact us form For defective, missing or incorrect items, please contact us immediately and we'd be more than happy to assist you with a return or exchange. Occasionally, we may ask for photos and detailed information to resolve the issue thoroughly and efficiently.
Refunds will be given for refused packages less the shipping charges once packages are received by our warehouse.
Our customer service team will be happy to assist you with any of your returns. In some cases, picture proof will be required to be able to complete the return process. *Please note all orders are recorded by our system.
- When issued a prepaid return shipping label by our customer service agent, please make sure to use this label as soon as possible. CNPY.CA online store limits these labels to be used within 14 days. Items returned the 14 days may be refused and returned back to you.
- We are unfortunately not able to provide Return Shipping Labels to Metro pickup orders and orders placed outside of Canada; such will need an authorization from our customer service department to return the product back to our warehouse for either a replacement or a refund.
- Any discrepancies between items received and ordered must be claimed within 15 days after delivery. Please contact our customer service by email with pictures of the received items and shipping label. Any items received by mistake may be required to be returned.
- If an item becomes discontinued after purchase, we reserve the right to refund the product back instead of shipping a replacement.
PROMOTIONS / COUPONS / GIFTS:
- All free gifts/promotional products cannot be exchanged or refunded and must be returned if the associated item is being returned.
- Limited quantity: all free items will be on a first come first serve basis. No substitutes will be offered.
- Dollar value coupons do not carry cash value, and must be used in one transaction, the remaining amount will not carry over. Dollar value coupons cannot be redeemed as cash.
- Users are responsible for the shipping cost of "free gift coupons" unless combined with an order subtotaling over $999.
Returns, exchanges and refunds for purchases with free gifts or bonus items
- All products (defective or non-defective) must be returned in their original purchase condition, with the original packing material, intact warranty cards, manuals, instructions and any other items or accessories provided by the manufacturer. If the purchase includes a free gift, included or bonus items, the gift/items must be returned as well for the purchase to qualify for a refund.
- For audit and fraud prevention purposes, returns and exchanges of defective or non-defective products require your name, address and phone number. A valid (or a scan of) photo ID may also be requested for further confirmation. Returns with the original receipt will be made to the original method of payment or store credit.
Returns, exchanges and refunds for purchases with earned store credit
- All product refunds are subject to store credit deduction correspondingly to the product and/or the order's subtotal. Any store credits earned via special promotions or events requiring a minimum subtotal from either the order or specific items will be deducted if said minimum required is no longer reached after any related refund. Such store credit deductions may result in a negative total of credit rewards.