Returns, Cancellations and Order Changes

What do I do if I want to cancel or change my order?

You can cancel or change your order at any time before it’s been processed by our team by contacting one of our customer service agents. It is not possible to cancel orders once they have been shipped.

What do I do if I receive a damaged item?

Upon receipt of your items, inspect the contents of your order to see if there were any damages incurred during transportation. Carefully examine the package and its contents. If the contents are damaged, accept the package, note the damage on the delivery notice, sign and date it, and contact customer service no later than 24 hours after reception. The carrier should also sign and give you a copy for your records.

What is your return policy?

Items purchased on Prunelle can be returned within 7 days following their reception in their original packaging.

How do I return an item?

To return an item, please contact one of our customer service agents to receive a return authorization number. Prunelle may refuse any return if you do not have a return authorization number.

What is your return address?

3480A rue Griffith

Doors 9 & 10

Ville Saint-Laurent, QC H4T 1A7

What are the return fees?

You must pay the delivery fees and assume the risks for returned products, unless Prunelle has shipped you a wrong item or if it was damaged or defective. Clients are responsible for all shipping & handling costs, to and from their location, for all orders that are returned due to no fault of us, the vendor.

In addition, a restocking fee may apply on a case by case basis, depending on the product. Marble table and sofa restocking fees can be up to 25% of the value.

When will I receive my refund?

Upon receipt of the returned products and after inspection of the items in question, any amount charged from your credit card for Prunelle will be credited, minus the transportation fees. Please note that delivery fees are not refundable. The returned products must be in the same condition as first delivery. All refunds will be made in the same format as the method of payment.

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