Refund policy

Last Updated: July 23, 2026

At Capitaine Québec, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we're here to help. Please read our Return & Refund Policy carefully to understand your rights and our return procedures.

Return Eligibility

We accept returns for both defective and non-defective items.

To be eligible for a return:

The item must be returned within 30 days of the delivery date.
The item should be in its original condition, unused, and include all original packaging whenever possible.
Items returned due to damage, manufacturing defects, or shipping errors may be accepted even if the original packaging is unavailable.

We reserve the right to refuse returns that do not meet these conditions.

Non-Returnable Items

The following items cannot be returned unless they arrive damaged, defective, or incorrect:

Gift cards
Clearance or final sale items (if marked as non-returnable)
Products that have been significantly damaged after delivery due to misuse or improper handling

How to Start a Return

To request a return, please contact our customer support team before sending your item back.

Please include:

Your order number
Your full name
A brief description of the reason for the return
Photos of the item if it is damaged, defective, or incorrect (when applicable)

Email: help@capitainquebec.com

Phone: +1 (514) 939-9970

Return Shipping

If your return request is approved, we'll provide instructions for returning your item.

Customers are responsible for return shipping costs unless the item is defective, damaged, incorrect, or the return is the result of our error.
We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items without tracking.

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or incorrect, please contact us within 7 days of delivery.

We'll work quickly to resolve the issue by offering, where appropriate:

A replacement
A refund
Another suitable solution based on the circumstances

Refunds

Once we receive and inspect your returned item, we'll notify you of the status of your refund.

If approved:

Refunds will be issued to your original payment method.
Refunds are generally processed within 7 business days after the return has been approved.
Depending on your financial institution, it may take additional time for the refund to appear in your account.

Original shipping charges, if any, are generally non-refundable unless the return is due to our error.

Exchanges

We currently do not offer direct exchanges.

If you would like a different item, we recommend returning the original purchase (if eligible) and placing a new order.

Order Cancellations

Orders may be canceled before they have entered processing or shipment.

If your order has already been processed or shipped, it cannot be canceled. You may request a return after delivery in accordance with this policy.

Late or Missing Refunds

If you have not yet received your refund:

Check your bank account or credit card statement.
Contact your credit card company or financial institution, as processing times may vary.
If you still have not received your refund after allowing sufficient processing time, please contact us.

Contact Us

If you have any questions about our Return & Refund Policy or need assistance with a return, please contact us.

Capitaine Québec

Business Address
1837 Sainte-Catherine St. West
Montreal, Quebec H3H 1M2
Canada