Returns & Exchanges
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What should I do if my order arrives damaged or with missing parts?
We always strive to deliver the highest quality products and ensure they are in pristine condition before they leave our warehouse. Although it is rare, some damage may occur during the shipping process due to the handling in transit.
If your order arrives damaged or with missing parts, contact us promptly. We're here to help, and your feedback is crucial in resolving the issue. Failure to report damage/missing parts in a timely manner or failure to follow the support team's instructions in such cases may negatively impact our ability to support and provide adequate resolution. Below is a guideline on what to do if you believe you've received a defective product.
Report the damage: If you believe you've received a defective product, please contact us within 7 days of receiving it. Provide details such as your order number, the defective item, and include a photo or video clearly showing the defect.
Resolution process: Depending on the severity of the damage to your order, we reserve the right to offer suitable solutions tailored to your situation. These options may include:
- Compensation: In cases where the damage is minor and can be addressed without replacing the entire item, we may offer compensation as an appropriate resolution.
- Replacement Parts: If specific components of the product are damaged or missing, we may provide replacement parts to ensure the complete functionality of the item.
- Entire Replacement: For more severe damage that affects the overall usability of the product, we may offer a complete replacement of the item.
Warranty Terms: Products returned under warranty terms may be subject to inspection. We reserve the right to refuse a refund or exchange if there's a breach that voids the warranty coverage. This may include undisclosed damages, improper packaging, failure to follow handling instructions, or any condition that affects our ability to salvage, refurbish, or resell the product.
Return Initiation: To initiate an exchange or a return request, contact us via email. Include the following information:
Your order number
The defective or missing item
A clear photo or video of the defectPrepaid Return Label: If an exchange or a return is approved under warranty terms, a prepaid return label will be provided free of charge. Note that the label is valid for fourteen (14) days from the date of issue via email. If you do not use the prepaid return label during its period of validity, you will be responsible for the cost of obtaining a second prepaid return label.
Exchange - Refund Process: Once we receive the returned package and conduct an inspection, the exchange or refund will be initiated.
We appreciate your cooperation and understanding. Our team is committed to resolving the issue promptly and ensuring your satisfaction. If you have any further questions or concerns, feel free to contact our customer service team.
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Can I return an item if I don't like it?
Yes, absolutely! We understand that preferences can vary, and sometimes an item might not meet your expectations.
If you decide that you don't like an item, you are welcome to initiate a return. Please follow our standard return process, ensuring that the return request is made within 30 days of the delivery date. The item should be in its original condition and packaging for the return to be accepted.
Please note that all returns are subject to our general return policy, including any applicable restocking fees. To initiate a return for an item you don't like, contact us through Live Chat at the bottom of your screen or email us at info@montrealweights.ca with the following information :
- Your order number
- The product you want to return
- The reason for the return
For more information regarding return procedures, refer to our article on "How do I initiate a return?" or consult our Return and Refund policy here : https://montrealweights.ca/pages/refund-policy
We believe in making the return process as convenient as possible while ensuring that you are satisfied with your overall shopping experience. If you have any further questions or need assistance, our customer service team is here to help.
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How do I initiate a return?
Timeline for Return Request: Make sure to submit your return request within 30 days of receiving your order. Requests made after this period shall not be accepted.
Condition of Returned Items: Products must be in their original condition and accompanied by the original packaging. Please note that return requests without the original packaging will be refused.
Responsibility for Repackaging and Shipping: You are fully responsible for repackaging and shipping all items back to us in their original packaging.
Prepaid Return Label: Upon initiating a return, a prepaid return label will be provided at a discounted
rate. It's important to note that return labels are only valid for fourteen (14) days from the date of issue via email.Initial shipping Fee: The initial shipping cost is non-refundable and will be deducted from the total
refund amount we issue to you.Restocking Fee: All returns are subject to a restocking fee equal to ten percent (10%) of the total value of the product(s) returned.
Condition of Items and Restocking Fee: Failure to return items in their original condition and packaging may result in a restocking fee ranging from ten percent (10%) to thirty percent (30%). The specific fee will be determined at the discretion of the receiving agent.
Exclusions: Free products are not eligible for returns in exchange for refunds or any other form of compensation.
Initiating a Return: To initiate a return, please reach out to us through Live Chat at the bottom of your
screen or email us at info@montrealweights.ca. Include the following information in your message:- Your order number
- Product you wish to cancel
- Reason you wish to cancel
If you have any further questions or need assistance, our customer service team is here to help!
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How do I initiate a warranty claim?
If you would like to initiate a warranty claim, we will ask that you send us an email Info@montrealweights.ca with the following information:
- Full name
- Order number,
- A detailed explanation of the issue
- Any photos or videos of the issue.
From here we can move forward with finding a solution for you!
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How long will it take to process my refund?
Once your returned items reach our warehouse, we allow a maximum of 10 business days for inspection and processing. During this time, our team carefully examines the items to ensure they meet our return criteria.
After inspection, we'll promptly process your refund. It's important to note that refunds are issued via the original payment method you used for the purchase.
The timeframe for the refund to reflect in your account may vary depending on your banking institution, typically ranging from 5 to 10 business days. Please keep an eye on your statements during this period.
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Where can I find more information about your return policy?
For comprehensive details about our return policy, we encourage you to visit our website's dedicated "Return Policy" page. This page provides in-depth information on how to initiate returns and any specific instructions you may need to follow.
You can find the "Return Policy" link in the footer section of our website. Simply scroll down to the bottom of the page, and look for a link titled "Return Policy" click on the link here to find all the information you need to understand our policies and procedures regarding returns, replacements, and refunds.
If you have any further questions or require assistance, feel free to contact our customer service team through Live Chat at the bottom of your screen or by emailing us at info@montrealweights.ca. We are here to provide you with the support and information you need for a seamless and satisfactory shopping experience.