Our policy lasts 30 days for decoration and clothing products (30 days as of the reception of the product) and 48 hours for construction materials (48 hours as of the reception of the delivery or the pick-up in store). If the period is over since the moment of purchase, unfortunately we cannot offer refunds or exchanges.
To be eligible for a return, your item must be unused and in the condition you received it. It must also be in its original packaging.
For a defective product, you may refer to the supplier’s warranty.
The return of certain types of goods is not permitted. Thus, perishable goods, such as food, flowers, newspapers or magazines, cannot be returned. Likewise, we do not accept intimate or sanitary products, hazardous materials or substances, or flammable liquids or gases.
You will be charged a 15% refund fee at the time of refund for construction materials.
Other non-returnable items:
To complete your return, we require a receipt or proof of purchase. Do not return your purchase to the manufacturer.
In some cases, only partial refunds are granted: (if applicable)
Refunds (if applicable)
Once your return has been received and inspected, we will email you to let you know that we have received the returned item. We will also let you know if your refund is approved or declined.
If approved, your refund will then be processed and your original credit card or payment method will be credited automatically within a few days.
Delayed or missing refunds (if applicable)
If you haven’t received a refund yet, re-check your bank account first.
Then contact your credit card company, as it may take some time for your refund to appear officially.
Then contact your bank. Posting a refund is often preceded by a processing time.
If you have taken all these steps and still have not received your refund, contact us at the following address: support@kepup.ca.
Sale or promotion items (if applicable)
Only regular priced items are refundable. Unfortunately, sale or promotion items are not.
Exchanges (if applicable)
We only replace items that were originally defective or damaged. If you need to replace yours with the same item, email us at support@kepup.ca. We will advise you of the address to return your item to once the request has been processed.
Gifts
If the item was marked as a gift at the time of purchase and shipped directly to you, you will receive a gift credit for the equivalent value of the returned item. Once the returned item has been received, a gift voucher will be sent to you by post.
If the item was not marked as a gift at the time of purchase, or if the person who gave the gift had the order sent to them in order to give it to you later, we will send the refund to them and they will know that you have returned their gift.
Dispatch
Decoration products and/or clothing :
To return your product, you must send it to the following postal address: 343 rue du Chardonnay, Drummondville, QC, J2B 0X3
Product of construction materials :
To return your product, you must send it to the address of the supplier who made the shipment or return it by your own means. Information related to the supplier can be found on your invoice.
The shipping costs associated with returning your item are your responsibility and not refundable. If you receive a refund, the return shipping cost will be deducted only for a decoration and/or clothing product.
Depending on where you live, the time to receive your exchanged product may vary.
If you are shipping an item worth more than $75, we recommend using a trackable shipping service or insuring your shipment. We do not guarantee that we will receive the returned item.