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Return Policy

The following return policies apply to products purchased online via clubjouet.com as well as products purchased in-store.

I am not satisfied with a product, how can I return it?

If the product is not defective but does not meet your expectations (whether you purchased it online or in-store), you can return it within 45 days of purchase. Here are the two ways to proceed:

  • By using a courier service of your choice, at your expense
  • Returning it in person at the store to avoid paying shipping fees

Conditions

To receive a refund, the item must be returned in its original packaging, with all its parts, in resalable condition, within 45 days of the purchase or delivery date (some exceptions apply).

When returning an item, the purchase price and all applicable taxes will be refunded. However, handling and shipping fees are non-refundable, and any return shipping costs, if applicable, will be your responsibility. The refund will be issued using the original payment method.

Exceptions

  • BOOKS: Book returns must be made within 10 days of the billing or delivery date. Returned books must be in their original condition, undamaged, and ready for resale.
  • LEGO products: No exchanges or refunds once the box has been opened.
    LEGO Canada Customer Service: 1-877-518-5346 or www.lego.com/en-ca/service/replacement-parts
  • Batteries and other products that are not in their original sealed packaging are non-exchangeable and non-refundable.
  • Some items cannot be returned or exchanged for hygiene or safety reasons.
 

Returning an item via courier service:

To return a product that does not meet your expectations, please first contact our Customer Service by filling out the form below:

Return Authorization Form

 

Please follow these steps to return your item:

  • Carefully package the item to prevent damage during shipping.
  • Include your invoice (a copy can be found in your email and inside your package).
  • Include the return authorization that you received by email.
  • Drop off the item at any courier counter of your choice. Return shipping fees will not be refunded.

Return the item to:
Club Jouet
1100, rue Bouvier, suite 153
Québec (Qc) G2K 1L9
418-624-9451 option 1

NOTE: Please allow 10 business days for processing after we receive your return.
If you have any questions or concerns, don't hesitate to contact us. Our team is here to assist you.

Returning an Item In-Store

To avoid paying shipping fees, you can return the item in person at our store. If you choose this option, please present your invoice. This will allow us to determine the refund amount and payment method used for the transaction.

Our store is located at:
1100, rue Bouvier, suite 153
Québec (Qc) G2K 1L9
418-624-9451 option 1

The store is closed on the following holidays:

New Year's Day (January 1st)
Easter Sunday
Québec National Day (June 24th)
Canada Day (July 1st)
Labor Day
Christmas (December 25th)

My Product Is Defective, What Can I Do?

Club Jouet offers to replace the defective or missing part or exchange the item for the same product within 45 days of the purchase date at no additional cost unless the manufacturer has an existing policy for this.

For example:

LEGO products: No exchanges or refunds once the box has been opened.
LEGO Canada Customer Service: 1-877-518-5346 or www.lego.com/en-ca/service/replacement-parts

 

You're not alone! Our Customer Service team is always available to assist you with your request to a supplier and ensure you receive the quality service you deserve. Feel free to contact our Customer Service at 418-624-9451 or toll-free at 1-844-337-5683 (option 1) between 10:00 AM and 5:00 PM, Monday to Friday (excluding holidays), or via email at serviceweb@clubjouet.com.

Options for Returning a Defective or Damaged Item

In-Store:
You can return a defective or damaged item in-store during opening hours. Our on-site Customer Service will be happy to assist you.

To trace your purchase, please ensure you have your cash receipt or invoice (received with your package). You can also retrieve the invoice sent by email when confirming your online purchase.

If you have no documentation confirming the date of purchase, origin, or payment method, the product may be replaced if authorized by the manufacturer and if the item is available in-store.

Please note that identification is required for all returns if no receipt is presented.

By Postes Canada:

 

A representative from our Customer Service will assess the defectiveness and may provide you with a prepaid shipping label for the return of your item. Representatives are available Monday to Friday, between 9:00 AM and 5:00 PM (excluding holidays), at 1-844-337-5683 option 1.

  • Fill out the form from the link provided in the email to generate your prepaid return label. *The reference number requested is indicated on your invoice and on your return authorization received by email.
  • Package the item carefully to prevent damage during shipping.
  • Include your invoice (a copy can be found in your email and inside your package).
  • Include the return authorization you received by email.
  • Drop off the item at any Canada Post counter.

NOTE: Please allow up to 10 business days, after receipt, for processing your request.

Upon receiving the defective item, we will send you a replacement at no cost. If the product to be replaced is no longer available, we will refund the price of the item, applicable taxes, and shipping fees. The amount will be refunded using the same payment method used for the purchase. If the order included multiple items, the refund for the initial shipping fees will be prorated based on the number of items in the order, divided by the handling/transportation fees.

Additional Information:

We strive to offer you the widest range of products possible on our website Clubjouet.com, at competitive prices. However, since many products are offered in assortments or are too bulky for traditional postal shipping, it is possible that the product you are looking for may only be available in-store. But we can assist you!

Feel free to contact us to obtain an estimate of shipping costs. You can reach our Customer Service at 418-624-9451 option 1 or toll-free at 1-844-337-5683 option 1, between 9:00 AM and 5:00 PM from Monday to Friday (excluding holidays), or email us at serviceweb@clubjouet.com.

Policies and delivery times are subject to change. If you have any questions, don't hesitate to contact our Customer Service.