Return Policy
At ChevalEssence, customer satisfaction is our priority. If you are not fully satisfied with your purchase, here is our return policy:
Return period (excluding Red Horse)
You have 14 days after receiving your order to request a return in case of a defect or our error.
Condition of products (excluding Red Horse)
Returned items must be unused, unopened, and in their original packaging.
Non-eligible products
- Sale items are non-refundable.
- Non–Red Horse products can only be returned in case of a defect or shipping error.
Exception – Red Horse products: Satisfaction Guarantee
Red Horse products come with a satisfaction guarantee offered by the manufacturer.
If you are not satisfied with a Red Horse product for any reason, you may receive a full refund (excluding shipping fees).
Terms:
- The request must be made within 30 days of receiving your order (or longer at our discretion, depending on the situation).
- Product return is not required, unless otherwise instructed by our team.
- Proof of purchase and, if possible, the batch number or photos may be requested.
- Limited to one refund per product and per customer.
Procedure (Red Horse guarantee):
- Contact us at contact@chevalessence.ca with your order number and the reason for your dissatisfaction.
- We will process your request in collaboration with Red Horse to issue the refund.
Return procedure (defect/error – excluding Red Horse)
- Email contact@chevalessence.ca with your order number.
- Obtain a return authorization from our customer service team.
- Return the items to the address provided.
Return shipping costs: covered by the customer, unless the error is ours.
Refunds
Upon receipt and inspection (if applicable), the refund will be issued to the original method of payment within 5 to 10 business days.