Return & Refund Policy

Return and Refund Policy – Maison Fayard

Quality guarantee

At Maison Fayard, the quality of our products is at the heart of our commitment. All our items are carefully checked before packing and shipping, to make sure they reach you in optimal condition.

We are not responsible for damage caused during transport. If a product arrives damaged, it is an incident that occurred under the carrier's responsibility. In that case, we invite you to contact the delivery service directly with your tracking number to file a claim.

Likewise, if a parcel is lost after being taken in charge by the carrier, we cannot issue a refund. Any dispute must be handled with Canada Post or the delivery service concerned.

Return conditions

In accordance with Canadian law, we accept returns only in the following cases:

• The product is defective before shipping (preparation error, product not matching the order)
• The product is not as ordered

For your request to be eligible, the following conditions must be met:

• Contact us within:
  • 3 days of receipt for fresh or frozen products
  • 7 days of receipt for dry or non-perishable products
• The product must be:
  • Unused and unopened
  • Kept in its original packaging
  • Accompanied by proof of purchase (invoice or confirmation email)
• Provide one or more clear photos of the product and the problem observed

Any return that does not meet these conditions will be automatically refused.

Return procedure

To submit a request:

1. Send an email to info@maisonfayard.ca including:
   • Your full name
   • The order number
   • The name of the product concerned
   • A detailed description of the problem
   • Supporting photos
2. If the request is accepted, we will send you:
   • A return shipping label
   • Precise instructions for the return

No return will be accepted without prior authorization.

Returns must be sent to the following address:

Canada
Maison Fayard
257 Boulevard Sir-Wilfrid-Laurier
CP 85069
Mont-Saint-Hilaire, QC J3H 3N0
Canada

France
Maison Fayard
2 Avenue Rolland Garros
31570 Sainte-Foy-d'Aigrefeuille
France

Non-returnable products

For food-safety reasons, no return or exchange is accepted on the following products, except in the case of a proven original defect:

• Fresh, frozen or ready-to-eat products
• Products opened, used or spoiled after receipt
• Personalized or special-order products
• Products on sale or clearance
• Gift cards

Refunds

If a return is accepted under the conditions above:

• The refund will be issued to the original payment method
• Processing generally takes 7 to 10 business days
• Additional delays may apply depending on your bank

No refund will be issued for parcels damaged or lost by the carrier. In those cases, a claim must be filed with the delivery service.

For any questions, please contact us at info@maisonfayard.ca