Return policy

Updated on November 25, 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. In the event of any nonconformity, the customer is given a 10-day grace period to notify us and for an internal verification to be performed. Following this, for any return, Carrousel reserves the right to accept or reject credit for the returned goods.

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

The sale of certain single-use products banned under federal or municipal regulations, already or soon to be in effect, is final. No returns, exchanges or refunds will be possible, except in the case of a Carrousel error or product defect. The "final sale" status of these products will be mentioned at the time of order taking by our staff and will be indicated on our website. It will also appear on our delivery document.

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.

The sale of special orders or clearance products is final, without possibility of return.

Edible products cannot be returned once delivered.

When returning a defective product, details of the defect, 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. Following the verification of the case by our QC team, in collaboration with the product supplier, we will issue a return number if the request is accepted. If not, a member of our team will contact the customer. No product can be returned without a return number. A defective product can be returned within a maximum of 3 months from the date of purchase.

Carrousel inspects all returns and reserves the right to deny credit if conditions are not met. A return may be subject to a 15% restocking fee for purchases older than 60 days, 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.