If you are unable to find the answer to your question among the topics on this page, please contact our customer service staff and we’ll be more than happy to assist.

By phone

1 (418)-679-1770 Monday to Friday 8am-5pm

By email

service@polaireplus.ca

or using our online form

REFUNDS & EXCHANGES

Items purchased online on the polaireplus.ca website  can be returned for refund and/or exchanged. The products must be new, in their original package, including labels. Proof of purchase is required (invoice or order number). 

Refund

When returning by mail for a refund, the credit will be applied to the customer’s account within approximately 7 to 10 working days, taking into consideration the various bank clearing times. The amount credited by Manufacture Thomas Gosselin does not include shipping costs incurred during the initial order, which are the customers responsibility.

Exchange

When returning by mail for an exchange, the shipping costs incurred during the initial delivery are at the customer’s expense.

Time limit to proceed with an exchange or get a refund:

Exchange: 30 days after delivery date

Refund: 15 days after delivery date

PRODUCT AVAILABILITY

The products available on the polaireplus.ca website are those available in inventory.

The website reflects product availability at the time of the most recent daily inventory update.

Manufacture Thomas Gosselin does not hold itself responsible for stock outages associated with delayed inventory updates. In the event of such a situation, Manufacture Thomas Gosselin undertakes to quickly  notify its customers and will not process payment or if needed will apply a credit according to prescribed deadlines, which ever applies.

In the event that an item cannot be sent due to stock shortage, the customer will be notified by email or telephone as soon as possible.

FINAL SALE

Items purchased at 50% or more off, special orders and gift certificates are final sales. They cannot be exchanged or refunded.

CANCELLATION OR ORDER MODIFICATION

Order Cancellation

It is possible to modify a recent order if it hasn’t yet been processed at the order facility. Unfortunately, once the parcel is picked up by our various carriers, it is impossible for us intercept the goods and only the customer will be able to return the unwanted items according to the procedure described in the “Returns and Exchanges” tab.

Order modification

Modifications such as a change in colour or size on orders that have already been accepted on the polaireplus.ca website are not allowed, unless the said order is still waiting at the processing facility. It is the customer’s responsibility to verify their order before accepting it. However, it is possible to cancel the order and reissue a second order with the desired colors/size.

However, please contact us quickly if you have a pending order and are requesting cancellation or modification at: service@polaireplus.ca or 418-679-1770

PAYMENT METHODS

The following payment methods are accepted:

  • Visa credit cards
  • Mastercard credit cards