Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. We’ll gladly credit your Pomme account for the product amount, shipping is not refunded.
To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at orders@pommesalon.ca. (available Monday to Friday, 8:00am - 3:00 pm).
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at orders@pommesalon.ca.
Final Sales
All pre-orders, hot tools and sale items are final sales and do not qualify for exchanges, refunds or Pomme account credits.
Pomme Shipping Insurance
Pomme Shipping Insurance is a non-refundable addition to your order. All claims for packages with shipping insurance must be placed within 7 days of the order arrival date, according to the listed date of arrival provided by the tracking number. (Exception being Damaged items - please see details below).
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Photo evidence of damage upon receiving the order. Must be submitted to orders@pommesalon.ca within 48 hours of the posted delivery date.
How to File a Claim:
Please email to orders@pommesalon.ca as soon as possible including the following details:
- Full name listed on the order
- Order Number
- Photo (if damaged package/products)
- Reason for claim
Exceptions / non-returnable items
All pre-orders, hot tools and sale items are final sales and do not qualify for exchanges, refunds or Pomme account credits.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Lost/Stolen Packages
If you have not received your package and your tracking number states that it was delivered, please reach out to your neighbours, building managers and your local post office. If the package is still not found, please email us at orders@pommesalon.ca and we will help to open a ticket with Canada Post.
We then can provide you with (2) options;
1. Resend the package
2. Apply a credit to your Pomme Account for purchases at a later time
Store Credit
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, we’ll credit your Pomme account for the product amount, shipping is not refunded. within 10 business days.
If more than 15 business days have passed since we’ve approved your return, please contact us at orders@pommesalon.ca.