Last updated: September 8, 2025

1. Objective

This policy describes the conditions and procedures for returning merchandise purchased from Groupe Mortier. Our goal is to ensure a transparent and fair returns process. Compliance with this policy is essential to ensure your request is processed.

2. General Return Conditions

2.1 All sales are considered final and are non-refundable and non-exchangeable. We do not accept returns for reasons such as a customer ordering error, a change of mind, or a product that no longer meets their needs. We encourage our customers to carefully check their order before finalizing it. Although all sales are final, we recognize that exceptional situations beyond your control may arise. A claim may only be reviewed by a Groupe Mortier manager in the following cases:

• A. Receipt of a non-compliant product: You received a product that does not correspond to the description on our website or the order form (error in model, size, specification, etc.).
• B. Receipt of a defective product: The product has an obvious manufacturing defect upon receipt, rendering it unusable.
• C. A special situation that may warrant the return of one or more items with a refund for the item(s), less transaction fees, restocking fees, and return shipping costs. Contact us so we can analyze your case and make a decision regarding your request.

2.2 For a return to be accepted and processed, the following conditions must be met:

• Return Deadline: The return request must be made within a maximum of 60 days following the purchase date shown on the invoice.
• Mandatory Authorization: No returns will be accepted without a Return Authorization (RMA) number previously issued by our customer service department.
• Product Condition: Products must be in new condition, in their original packaging, undamaged and in resalable condition.
• Quantity: The quantity of returned products must correspond to the quantity of original packaging (e.g. full box, sealed packaging).
• When the return is covered by point C of section 2.1 of this policy: the return shipping costs are the responsibility of the customer.

3. 3-Step Return Process

Step 1: Obtain a Return Authorization (RMA) Number

To initiate a return, contact our customer service by phone at 1-877-883-3074 or by email at info@groupemortier.ca. You will need to provide the original invoice number so we can process your request. Once approved, we will provide you with a Return Authorization (RMA) number and the exact address to which the items should be shipped.

Step 2: Prepare the Return Package

• Ensure products are packaged securely to avoid damage during transit.

Step 3: Ship the Items

• You have 10 business days following issuance of the RMA number to ship the items to the destination address provided.

4. Restocking Fees

4.1 Requests included in points A and B of section 2.1 of this policy

Credit will be issued for compliant returns included in points A and B of section 2.1 of this policy. You will not be charged any restocking or shipping fees.

A credit will be issued for compliant returns, from which the following fees will be deducted:

4.2 Requests included in point C of section 2.1 of this policy

4.2.1 Inventory Items: A restocking fee of 25% of the purchase price will be applied.

4.2.2 Non-stocked or on-order items: The regular restocking fee for items that are non-stocked or on-order will be 50%. However, if our supplier charges a fee lower than 50%, the fee charged will be reduced.

5. Goods Damaged during Transport

If you receive a product that was damaged during initial shipping:

• It is imperative to sign the carrier's delivery note indicating "Damaged Goods" at the time of receipt.
• Contact Groupe Mortier customer service immediately to inform us.

Failure to follow this procedure may jeopardize your right to a claim or credit.

6. Cancellation conditions

Cancellation policies only apply to orders that have not been shipped. To cancel an order, it is essential to contact us within 4 business hours of placing the order. We will be able to cancel if the order has not already been shipped. Any shipped order will be treated as a return.

8.1 Cancellation fees

In the event of cancellation, the order amount will be refunded in full, less transaction fees.

7. Right of refusal

Groupe Mortier reserves the right to refuse any return, credit or claim if the conditions set out in this policy are not fully respected.