Return policy

Updated on April 8, 2022

Return Acceptance Conditions

Customers are responsible for checking the quality of the goods at the time of delivery and for notifying the driver or carrier of any missing or damaged products; in such cases, a note must be made on the invoice or delivery note as proof. The customer’s signature confirms that the delivery is complete and in good condition. Customers have 10 days to notify us in the event of any nonconformity. Carrousel reserves the right to accept or reject credit for the returned goods following an internal verification.

Customers who want to return one of our in-stock products must submit the request to our Customer Excellence Centre or their representative within 30 days of the date of purchase, or within 10 days for edible products. All returned products must be in the original packaging and in good condition for resale; boxes that have been opened, written on, or otherwise altered will not be accepted. If our conditions are met, a return number will be issued to the customer and the goods will be collected at the next delivery. Customers located outside our delivery sectors will be responsible for the shipping costs incurred. Carrousel reserves the right to refuse any product without a return authorization number.

Special conditions

No returns will be accepted on pandemic-related protection or disinfection products (gloves, masks, face coverings, faceshields, hand sanitizers, surface disinfectants, soap and antiseptic dispensers or holders, protective screens, labels, and posters).

All returned products must be in good condition and suitable for resale: security seal intact, box unopened, product not used or handled.

Carrousel will not refund special order or clearance products.

Edible products cannot be returned once delivered.

When returning a defective product, photographs and the lot number will be required to fill out the return form; a member of the QC team may contact you for details regarding the defect.

Carrousel inspects all returns and reserves the right to deny credit for any item that is damaged, used, or otherwise unsellable. Returns for purchases older than 60 days may be subject to restocking fees, in accordance with the manufacturer’s return policy, as well as shipping or other charges. Until a credit note is issued, customers are not authorized to deduct any amount from the invoice. It can take up to 10 business days to process a return request.