Refund policy

CANCELLATION

It is possible for a customer to request CANCELLATION of the current order placed via the Chevallove transactional site, by sending an e-mail to the address: info@chevallove.ca within less than 12 hours of your purchase confirmed by your payment.

REFUNDS

To be eligible for a return and obtain a REFUND;

A return request must be sent by e-mail to info@chevallove.ca, within 7 calendar days of your delivery date;
Items sent to us prior to requesting a return will not be accepted.
In the absence of error on our part, return shipping costs are the responsibility of the customer.
It is the customer’s responsibility to protect the product in the return box, otherwise we will not be able to accept the return for a damaged product.
Products must be received at our facility; undamaged, unused and in the same condition as you received them, complete, unopened and in their original packaging for your refund to be issued.
A copy of the invoice or proof of purchase must be included in the return box.
Once we have received and inspected the returned item, we will send you an email to confirm that we have received it. We will also inform you of our decision regarding the approval or rejection of your refund request (original shipping charges are non-refundable, and will be deducted from the refund if the purchase price included shipping). If your request is approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment within ten (10) business days. You will receive a refund confirmation by e-mail.

Please note that your bank or credit card company may take several days to process your refund. Since we cannot know what may happen to the product in question once it is out of our hands, items that do not meet the above-mentioned criteria of the return for refund policy, that are notified after the initial 7-calendar-day period or that are sent to us without having requested a return will not be accepted or refunded, without exception. Please contact us at info@chevallove.ca if you have any questions about our return policy.

DAMAGES AND ERRORS

Please inspect your order as soon as you receive it and contact us immediately within 24 hours if an item is damaged or if you have received the wrong item, so that we can assess the problem and offer you a solution to resolve it.

SALE ITEMS / CLEARANCE

Only regular-priced items can be refunded. Unfortunately, sale and clearance items are not refundable or exchangeable. Sale and clearance items are final sale.

LATE OR MISSING REFUNDS (if applicable)

After ten (10) working days from receipt of our refund confirmation:

If you have not yet received your refund, please first reconsult your bank account;
Next, contact your credit card issuer, as there may be a processing delay before your refund is officially posted;
Next, contact your bank, as there may be a processing delay before your refund is officially posted;
If after completing all these steps you still have not received your refund, please contact us by e-mail at info@chevallove.ca.
Shipping

To return a product, you must send it by mail or by your commercial carrier with delivery tracking, to the address we will provide in the email response to your refund request.

You will be responsible for paying your own shipping costs to return your item. Return shipping costs are non-refundable.

If you are returning an item valued at more than $75, you should consider using a delivery service that allows you to track the shipment or purchasing delivery insurance. We do not guarantee and are not responsible for items lost in transit (or during transit) back to us.

SAMPLES

Since a rider knows his or her animal best and is undoubtedly the best decision-maker when it comes to adding something new to the diet of his or her partner(s), and knowing that his or her appreciation can be delicate, we can offer the sale of trial formats of flavor samples to give you the opportunity to see how Chevallove products work before purchasing full formats. To purchase sample formats, please contact us by e-mail at info@chevallove.ca.

DISSATISFACTION

If you are not satisfied with your purchased product, please contact us by e-mail at info@chevallove.ca. and we will help you resolve the problem as best we can. We want you and your pet to be happy… with us!