REFUND & EXCHANGE POLICY

At L’Odeur, we want you to feel confident with every purchase. Eligible items may be returned or exchanged within 14 days, subject to the conditions below.

For online orders, the 14-day period begins on the date the order is delivered. For in-store purchases, the 14-day period begins on the date of purchase.

RETURN & EXCHANGE CONDITIONS

To be eligible for a voluntary return or exchange:

• The item must be unused, unopened and in its original condition.

• If the product was sold with cellophane or other factory sealing, the original seal must remain completely intact.

• All original packaging, accessories and components must be included.

• Proof of purchase is required.

• Online returns must be requested within the applicable 14-day return period before being sent back to us.

• Products that have been opened, sprayed, tested, used, altered or damaged after delivery are not eligible for a voluntary return or exchange.

Returns remain subject to applicable consumer protection laws.

NON-REFUNDABLE & FINAL SALE ITEMS

For hygiene, product-integrity and other applicable reasons, the following items are final sale and are not eligible for voluntary return or exchange:

• Gift cards

• Gift sets

• Perfume oils

• Discovery kits

• Body lotions

• 10ml sample sprays

Items specifically marked Final Sale at the time of purchase are also not eligible for voluntary return or exchange.

Final-sale restrictions do not limit any rights that may apply to defective, damaged or incorrectly supplied goods under applicable law.

RETURN SHIPPING

For voluntary returns and exchanges:

• Original shipping and delivery charges are non-refundable, except where required by applicable law.

• Customers are responsible for the cost of returning eligible merchandise to L’Odeur.

• Return shipments should be sent using a trackable shipping service. L’Odeur is not responsible for customer-arranged return shipments that are lost or damaged before reaching us.

If L’Odeur provides a prepaid return label, any applicable cost to the customer will be communicated before the label is issued and handled in accordance with applicable law.

FREE & PROMOTIONAL SHIPPING

Free or promotional shipping is a benefit provided on qualifying purchases and does not necessarily represent a zero cost of shipment to L’Odeur.

Where permitted by applicable law and where the required amount has been properly disclosed, the actual outbound shipping cost incurred by L’Odeur may be deducted from a refund when an order that received free or promotional shipping is voluntarily returned.

For Québec consumers, any such deduction will only be made where permitted by Québec law and where the applicable cost was disclosed with the precision required by law.

UNCLAIMED, REFUSED & RETURNED-TO-SENDER PACKAGES

Customers are responsible for:

• Providing a complete and accurate shipping address;

• Monitoring carrier tracking information; and

• Collecting packages made available for pickup by the carrier within the carrier's applicable pickup period.

A package that is refused, left unclaimed or not collected from the carrier does not automatically constitute an approved return.

If an order is returned to L’Odeur because it was:

• Unclaimed or not picked up;

• Refused by the recipient;

• Sent to an incorrect or incomplete address supplied by the customer; or

• Otherwise returned due to circumstances within the customer's control,

we will process the order after the package has been physically returned to L’Odeur and inspected.

Where permitted by applicable law, the following amounts may be excluded from or deducted from any refund:

• The original shipping or delivery charge paid by the customer;

• The actual outbound shipping cost incurred by L’Odeur where the order received free or promotional shipping; and

• Any actual return-to-sender or carrier charges incurred by L’Odeur as a direct result of the package being returned.

Any deduction will be limited to amounts permitted under applicable law. No arbitrary penalty will be charged.

For Québec consumers, variable or additional costs will only be charged or deducted where permitted by Québec law and where the amount was disclosed with the precision required by law.

RESHIPPING RETURNED PACKAGES

If a package is returned to L’Odeur for reasons within the customer's control and the customer would like the order shipped again, the customer will be responsible for the new shipping charge.

The order will only be reshipped after:

1. The package has been returned to and inspected by L’Odeur; and

2. The applicable new shipping charge has been paid.

EXCHANGES

Eligible in-store purchases may be exchanged within the applicable 14-day period, subject to the conditions of this policy.

For online exchanges, the customer is responsible for the cost of returning the original item and, where applicable, the cost of shipping the replacement item.

If the replacement item has a different price, the applicable price difference will be charged or refunded.

DAMAGED, DEFECTIVE OR INCORRECT ITEMS

If your order arrives damaged, defective or you receive an incorrect item, please contact us as soon as reasonably possible and provide your order information and, where appropriate, photos of the item and packaging.

Once the issue has been reviewed, L’Odeur will provide an appropriate resolution in accordance with applicable law, which may include a replacement, exchange or refund.

Where L’Odeur is responsible for the error, or where applicable consumer protection law requires us to do so, the customer will not be responsible for reasonable return or replacement shipping costs.

ORDER CANCELLATIONS

If you would like to cancel an order, please contact us as soon as possible.

We will make reasonable efforts to accommodate cancellation requests received before an order has been processed or shipped. Once an order has been fulfilled or transferred to the shipping carrier, it may no longer be possible to cancel it as an unshipped order.

Any cancellation rights provided by applicable consumer protection legislation remain unaffected.

REFUNDS

Approved voluntary refunds will be issued to the original payment method after the returned merchandise has been received and inspected by L’Odeur.

Refunds are generally processed within up to 7 business days following receipt and inspection of the eligible returned merchandise.

After a refund has been issued by L’Odeur, additional processing time may be required by the customer's bank or payment provider before the funds appear in the customer's account.

Any non-refundable shipping charges or other deductions permitted under this policy and applicable law will be excluded from the refund.

Where applicable law requires a refund to be issued within a different period or under different conditions, the applicable law will prevail.

STATUTORY CONSUMER RIGHTS

This policy applies to voluntary returns and exchanges and is not intended to exclude, restrict or replace any mandatory rights or remedies available to consumers under applicable federal or provincial law.

If applicable consumer protection legislation provides rights or remedies that are greater than those described in this policy, those legal rights will apply.

CONTACT US

To request a return or exchange, or for assistance with an order, please contact us:

L’Odeur
Phone: 613-834-0000