1. Inspection upon delivery
Please inspect your order upon receipt.
For customers delivered by Carrousel:
- Any missing or damaged items must be reported immediately to the driver and noted on the delivery slip.
- Your signature confirms that the order is complete and in good condition.
For all customers:
To report a missing or damaged item, please contact our Customer Excellence Centre within 10 days of receipt.
2. Return conditions
Returns are accepted for stock items, subject to the following conditions:
- Any request to return a non-damaged item must be made within 30 days of purchase.
- Product must be in its original packaging. Opened, written-on, or damaged boxes will not be accepted.
- Unused and undamaged
- In resalable condition
A return authorization is required prior to any shipment. To obtain one, please contact the Customer Excellence Centre or your representative.
No returns will be accepted without prior approval.
Return fees
- Carrousel delivery: no fees; items will be picked up during a subsequent delivery
- Third-party carrier: costs are the responsibility of the customer, unless due to our error or a defective product
3. Non-returnable items
Certain items are final sale and cannot be returned, except in the case of error or defect:
- Special orders and clearance items
- Protective equipment (gloves, masks, etc.)
- Food products and consumables
- Products subject to regulatory or tariff restrictions
4. Defective products
If a product is defective:
- A period of 10 days following delivery is allowed to report any defect not visible upon receipt
- The item must be returned within a maximum of three (3) months from the date of purchase
- Additional information may be required: description, photos, lot number, etc.
After review, a return may be authorized. Shipping costs incurred will be reimbursed if the defect is confirmed.
5. Credits and refunds
- Approved returns will result in a credit
- Processing time: up to 15 business days
- Fees may apply (restocking up to 15%, transportation, handling)
- No amount may be deducted from an invoice prior to the issuance of the credit
6. Need help?
Our team is here to assist you. Contact our Customer Excellence Centre or your Carrousel representative.
Carrousel is the largest 100% Canadian-owned distributor of packaging and hygiene solutions in the country. With warehouses located in Boucherville, Boisbriand, Quebec City, Drummondville and Ottawa, we deliver daily to more than 1,200 customers across Quebec and Eastern Ontario.