Refund policy

Return, Exchange, and Refund Policy

La Pimenterie does not provide refunds for orders in which the requested products arrive at their destination in proper condition. Only products deemed unfit for consumption will be refunded without requiring a return.

Damaged Products That Are Unfit for Consumption

For its shipments, La Pimenterie ensures the necessary packaging to protect the products. In the event of damage making a product unfit for consumption upon receipt, La Pimenterie will refund the affected product directly. To qualify for such a refund, please follow these steps:

  1. Take a photo of the damaged product in its box and outside the box (unless the damage is major and obvious).

  2. Note the delivery date and the shipping service used.

  3. Send this information along with your order number to info@lapimenterie.com with the subject line: DAMAGED ORDER ####.

Upon receiving your email, a customer service agent will contact you to confirm the refund to your credit card. Processing time is typically 1 to 3 business days if all requested information is provided.

Contact us via email to inform us of your request at info@lapimenterie.com with the subject line RETURN ORDER ####.
¹Damage in this category includes broken bottles, caps, or seals. Cosmetic damage is excluded and therefore non-refundable.

After receiving your email, a customer service agent will confirm the initiation of the process. The refund will be issued to your credit card upon receipt of the returned products at our warehouse. An agent will then contact you again to confirm the transaction.

Incorrect Orders

If there is an error with your order, meaning the products received do not match those associated with your order number, La Pimenterie will arrange an exchange or full refund.

If an exchange is preferred, please follow the steps above, using the subject line EXCHANGE ORDER ####. Once the products are received, La Pimenterie will send the correct items at no additional cost.

Cosmetic Damage and Unwanted Products

For refunds or exchanges due to cosmetic damage or unwanted products, items must be returned within 30 days of receipt. Please follow this procedure:

  1. Pack the product in bubble wrap or kraft paper to protect it during shipping.

  2. Use the original box or another secure box that immobilizes the products.

  3. Write your order number on the box, next to the shipping label.

  4. Return the products via your chosen shipping service (prepaid by you) to the following address:
    La Pimenterie, 2251 rue Dandurand, Montréal, QC, H2G 1Z3

  5. Email info@lapimenterie.com with the subject RETURN ORDER #### to inform us of your return.

After receiving your email, a customer service team member will confirm the return process. Any refund will be issued to your credit card once the products arrive at our warehouse. An agent will then contact you to confirm the transaction.

Please note that La Pimenterie is not responsible for refunding shipping costs associated with returning items. All return shipping fees must be covered by the party initiating the return.