Updated on April 3, 2024
Return Acceptance Conditions
Customers are responsible for checking the quality of the goods at the time of delivery and for notifying the driver or carrier of any missing or damaged products; in such cases, a note must be made on the invoice or delivery note as proof. The customer's signature confirms that the delivery is complete and in good condition. In the event of any nonconformity, the customer is given a 10-day grace period to notify us and for an internal verification to be performed. Following this, for any return, Carrousel reserves the right to accept or reject credit for the returned goods.
Customers who want to return one of our in-stock products must submit the request to our Customer Excellence Centre or their representative within 30 days of the date of purchase. All returned products must be in the original packaging and in good condition for resale; boxes that have been opened, written on, or otherwise altered will not be accepted. If our conditions are met, a return number will be issued to the customer and the goods will be collected at the next delivery. Customers located outside our delivery sectors will be responsible for the shipping costs incurred. Carrousel reserves the right to refuse any product without a return authorization number.
Special conditions
The sale of certain single-use products banned under federal or municipal regulations, already or soon to be in effect, is final. No returns, exchanges or refunds will be possible, except in the case of a Carrousel error or product defect. The "final sale" status of these products will be mentioned at the time of order taking by our staff and will be indicated on our website. It will also appear on our delivery document.
The sale of the following products is final, without possibility of return:
- Special order items
- Clearance items
- Gloves, masks, face coverings and faceshields.
All returned products must be in good condition and suitable for resale: security seal intact, box unopened, product not used or handled.
Edible products cannot be returned once delivered, unless there is an error on our part, which must be reported to us within 10 days of purchase.
For the return of a defective product, details of the defect, photos and lot number will be required in order to complete a complaint form. Following verification of the file by our Quality Control team, in collaboration with the supplier of the product, we will issue a return number if the request is accepted. Otherwise, a member of the team will contact the client. No product can be returned without a return number. A defective product may be returned within a maximum of three (3) months from the date of purchase. Carousel inspects all returns and reserves the right to refuse credit if conditions are not met. Until a credit note is issued, customers are not authorized to deduct any amount from the invoice. It can take up to 10 business days to process a return request.
Carrousel reserves the right to apply a 15% restocking fee, shipping fee or other handling fee.